We all know the famous quote: Acquiring a new customer is 10 times more expensive than retaining an existing one. In an era where every penny counts, you must evaluate how you receive, classify, and resolve your buyers' requests and issues, making it a top priority.
Post-sales service is not only a commercial differentiator that allows for higher margins on your products or services, but also the primary variable to consider when customer loyalty and repeat purchases are vital to staying afloat in a market with thousands of competitors.
That is why at Awtana we work with dozens of vendors that meet the essential requirements to deliver optimal support to your buyers; we have put together this blog post with clear, hard data so you can take the step toward letting technology take your company to a new level of customer satisfaction.
Here are the reasons to migrate your customer service processes to a Multichannel help desk
1) It is forecasted that 80% of companies will use bots to receive, classify, and route inquiries across digital channels. Today, most world-class help desks feature bots—with or without Artificial Intelligence—that can gather all basic requirements, convert traffic into contacts, and accurately route requests to the appropriate team.
2) It is estimated that an AI-powered Bot can resolve up to 30% of help desk requests without agent intervention. Simply calculate how many resources you can save by automatically resolving one-third of your market's inquiries.
3) Up to 79% of online shoppers expect the website itself to provide self-service tools that allow them to independently manage information related to their product or service, warranties, certificates, instructions or manuals, and renewals or repeat purchases.
4) 92% of online customers prefer finding information in company knowledge bases rather than waiting to speak with a representative.
5) 79% of online shoppers make repeat purchases from a website after having a satisfying post-sales experience.
6) Enabling multiple support channels allows different market segments to choose the communication medium they are most comfortable with, enhancing both the sales and post-sales cycle experience.
6) Enabling WhatsApp as a company communication channel unlocks access to 1.3 billion users worldwide who rely on it daily.
7) There are more than 3,000,000 companies already using WhatsApp as an additional channel to communicate with their customers. There are tools that integrate WhatsApp with CRMs and help desks to deliver 100% digital operations.
8) Implementing a standardized support process within a help desk tool ensures that all your customer inquiries are logged, measured, and resolved. It also enables you to build a comprehensive history of past tickets, which remains accessible as ongoing context on each customer's record. This history can be accessed by different agents, preventing customers from having to repeat details, information, or case history during every interaction.
9) Through help desk notifications, we can guarantee resolution, response, and contact times for our customers. These parameters, known as SLAs (Service Level Agreements), can be configured in detail for each process, providing peace of mind to the customer and clear performance metrics for our agents.
At Awtana, we view technology as a means to elevate your business best practices, products, and services. We offer a wide range of tools that we know can help your company better serve your market. Scale your processes, not your payroll or overhead. Automate, grow, and delight your customers.
