Why Delivering Live-Chat Support to Customers Is a Must for Your Business

Customers of today are spoiled for choice. One unfortunate experience with a company, and they won’t take much time to switch to a competitor.

It doesn’t matter which industry your business is in or how fast it’s scaling up. If you don’t focus on customer service from the start, you will bleed revenue.

Here are a few statistics highlighting the importance of customer service:

— 73% of customers say excellent customer service influences their brand loyalties.

95% of customers discuss their bad experiences with others; and, as we know, word of mouth travels fast.

89% of businesses will compete majorly on customer experience in the future.

Social Media Channels Are Great, but Live Chat Stands Out

Customers who get their queries or complaints resolved from businesses via social media spend 20-40% more on those businesses. However, 62% of customers are more likely to repurchase from a company that offers live-chat support.

That’s right: 62%.

In the last couple of years, live-chat has emerged as a powerful platform for resolving customer issues. A 2010 Forrester study found that customers say having their questions answered by a live person on chat, in the middle of a purchase, is one of the most important features offered by any website. That remains unchanged even after a decade.

Let’s take a look at how delivering live-chat support to customers makes all the difference in my first article for MarketingProfs.

HAPPY NEW YEAR! (+ 5 Tasks On My To-Do List)

I hope that the holiday season went smoothly for you and that you had some wonderful, happy times with your loved ones. We spent New Year’s Eve peacefully at home, welcoming not just a new year but a new decade with immense gratitude.

2019 was a fantastic year for me. I signed up new clients, expanded my industry knowledge, grew my networking circle, and of course, kick-started a new venture that I am incredibly enthusiastic about!

As always, the time flew by, and now I’m back at work. I have decided to dedicate 2020 to working hard for a better life, a more fulfilling life. Today, I am happy, healthy, and entirely at peace. I have a fantastic partner, a close-knit family, and a career that I am incredibly proud of!

More importantly, I have a clearer vision for my future. There is so much I want to do in the coming days. I am 100% sure that this year is my very best year, and all that I wish for is going to come true. I can feel it! ☺️🌼

And with that thought, let me share five things I want to accomplish in 2020:

1. Get published in major global publications

Last year, I got the opportunity to write for several niche platforms like MarketingProfs, SmallBizDaily, e27.co, eLearning Industry, B2Community.com, Marketing & Growth Hacking, The Writing Cooperative, and many more!

This year, I want to take it up a notch. And I have already started working on a plan of action and story ideas for that. I can’t wait for my efforts to bear fruit. *fingers crossed*

2. Keep growing

I attended my first marketing event (ad:tech LDN) in 2019, and I had a blast! After attending over 14 workshops (phew!) on marketing technology, influencer marketing, online branding, and email marketing in two days, I realized there is so much to learn as a marketer.

The year 2020 goes to attending more such events, gaining knowledge, and meeting interesting people. Any recommendations? Besides, I plan to get several HubSpot and Google certifications before the year ends. Online learning is an essential aspect of my upskilling program.

3. Learn French

Ever since I watched Amélie, starring Audrey Tatou, I have had a desire to learn French. For now, I can only manage to say a handful of words such as Bonjour (Hello), Merci (Thank you), Pardon (Excuse me/Sorry), S’il Vous plait (Please), and Au revoir (Goodbye).

But I want to learn more! The sound of French is beautiful to listen to. The phrases flow so smoothly from one word to the next. But the pronunciation is very tough. This year, I’d like to learn the basics of the language. I have signed up on Babbel.com for my lessons.

4. Focus on physical well-being

I spent a considerable part of 2019 in working on my mental health and improving my sleeping pattern. This year is all about getting back in shape and eating healthy.

5. Practice gratitude on an everyday basis

I started practicing The Secret in 2018, and I can’t believe how quickly my life changed for the better – both personally and professionally. I love how we can visualize and manifest whatever we desire. How can I not be grateful every day of my life? Bring it on, 2020! 😊

So, how do you wish to spend the New Year, and what do you plan to achieve? Tell me all about them! Whatever your goals are, I wish you a happy, healthy and productive new year, and I hope that all your dreams come true.

Social Listening Is Important, But Listening In Intelligently Even More So

In the last decade, social media has grown by leaps and bounds, with the total number of users predicted to reach 3.02 bn by 2021.

In an age when consumers are finickier than ever, it is vital for businesses to improve their performance continuously. And, social media offers a wealth of information to them not only to better understand their target audience but also to have a bird’s-eye view of the industry and to track competitor activities.

Often described as the snapshot of the real world, social media captures the brief moment in time when a user performs an activity, like highlighting a personal or professional achievement, complaining about a product or raving about a shopping experience, among others.

Social listening is the process of monitoring these digital conversations, analyzing the collected data for actionable insights, and putting an effective strategy in place.

Bottom line: social listening takes a village

Given the vastness of the digital world, the use of tools today is not an option but a necessity for businesses. There are various software such as Hootsuite Insights, Talkwalker, Synthesio, Audiense, Reddit Keyword Monitor, Quora, and AgoraPulse to track every piece of information about your business on the internet.

Such listening tools help:

— Record the general sentiment around your business

— Measure user engagement metrics such as likes, shares, comments

— Track any customer complaints or comments about your business

— Explore industry news and influencer conversations

— Analyze competitors and check how you fare in comparison to them

However, social listening is not free from noise:

— Every one minute, 317,000 statuses are updated, 147,000 photos are uploaded and 54,000 links are shared on Facebook. (Smart Insights)

— On average, over 6,000 tweets are posted on Twitter every second. (David Sayce)

— More than 100 million photos and videos are posted on Instagram each day. (HubSpot)

These figures are just the tip of the iceberg.

1.97 billion blogs are written on WordPress alone, and let us not forget the numerous videos being churned or the threads being created on Reddit daily.

So, is your business listening in intelligently? Come on, let us find out on Marketing & Growth Hacking.