“...an extra $19 million in sales and services costs that could have been avoided
if the website had enabled users to complete their goals online.”
Megan Burns, Forrester Research*
Customer Experience
Outstanding customer experience breeds loyalty.
It’s a simple equation: Give your customers a positive online experience and they become more loyal customers.
A loyal and satisfied customer buys more and tells others.
A recent Forrester Research study found that three areas of loyalty increased with a positive experience:
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Willingness to repurchase
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Reluctance to switch
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Likelihood to recommend
You spend a lot of time, effort and resources training your customer service representatives to ensure that customers receive the right answers to their questions the first time. Does the same time, effort and resources go into your website service?
Issue and question resolution are direct paths to a satisfied customer.
Q-go’s online customer service application allows you to deepen the relationship with your online customers by giving them accurate responses to their issues and questions and extending tailored offers based on their search queries.