How to improve online interaction satisfaction? Sellers Quick View

According to Chain Store Age, Zogby Analytics conducted a survey on online interaction satisfaction on behalf of Gladly , and thousands of American adults were invited to participate.

High-quality online services help improve performance

According to customer service platform Gladly’s fifth annual Customer Expectations Report , 83 % of consumers surveyed said they would spend more with retailers that provided excellent online customer service. At the same time, nearly three in ten ( 28% ) respondents said their customer service expectations were not being met.

The main reasons for dissatisfaction included having to explain customer service issues over and over again , which accounted for 73% . In addition, nearly half ( 45% ) of respondents said they would not buy from a brand again after two negative service experiences .

The key to improving satisfaction in online interactions

78% of respondents said they would like to interact online with experts who have in-depth knowledge of the products , 34% said they would be happy to have customer representatives recommend products they might like , and 21% would be willing to talk to customer representatives who would take extra time to answer other questions from consumers .

46% of consumers surveyed expect a customer representative to respond within one minute after initiating an online chat , and more than six in ten ( 62%) expect to complete a purchase during a live chat with a customer service representative.

In addition, the report also surveyed consumers’ attitudes toward chatbots, revealing their mixed feelings about the technology.

More than half ( 53% ) of respondents believe that chatbots are useful when they don’t want to talk to a real person or don’t want to wait for a real person , while 51% believe that chatbots are helpful when they need a simple question answered quickly .

Conversely , respondents were most annoyed by moments when a conversation with a chatbot broke down or when the chatbot made them feel like a machine rather than a valuable customer .

In summary, online retailers can provide professional training to online customer representatives based on the methods that consumers like and are willing to accept, so as to respond to consumer questions in a timely manner, enhance the online interactive experience, and increase satisfaction.

Customer Service

Online Interaction

USA