Using the power of conversations to scale customer service

Customer satisfaction has become the new Holy Grail of business. There’s no two ways about it – customer satisfaction drives business growth.

Satisfied customers not only buy from you; they come back and buy some more, they talk to others about you, who then also buy, and so on.

It’s no wonder that so many companies speak about obsession with customer service excellence, but are they really meeting consumers’ demands and expectations? And what is the impact of great customer experience?

To help answer these questions, let’s take a look at some stats;

  • Only 1 in 5 companies deliver good or great customer experience (Forrester research)

  • Customers are willing to pay as much as 4.5 time more for an excellent customer experience (Forrester research)

  • 61% of customers globally switched companies due to poor service in 2017. (Accenture research)

  • 77% of customers would recommend a company to friends after positive customer experience (Temkin Group)

  • 73% of companies with “above average” customer experience maturity perform better financially than their competitors (Temkin Group)


The challenge is that today’s customers have high expectations, and not much patience. They now expect companies to know more about them, and they want responsive, personalised support that can help them with problem solving and with making better choices.

On the other hand; many service teams don’t have the tools to engage with customers and support them at a granular, personal level.

Companies have to keep a strong focus on personalisation; and acknowledge that catering for each customer personally is paramount to great customer experience.


Meeting customers’ needs with real-time conversations


Success today calls for the ability to meet customers’ needs and expectations in real time. An effective solution? Eliminating barriers with real-time conversations.

Real-time conversations can humanise the online customer experience and provide the most personable form of interaction for online consumers.

Did you know that over 70% of customer satisfaction has been reported to have come from live chat? As a low-friction point of contact, live chat is the ideal conversational platform that can make all the difference in delivering truly personalised service.

Unlike putting customers in a queue, raising tickets that can take days to resolve or making them interact with multiple levels of Interactive Voice Response (IVR) systems – a real-time conversation with a helpful human on live chat can provide immediate assistance. It stands to reason why live chat has won a place as the preferred channel for customer contact.

A significant side benefit of implementing a live chat tool is that it can provide analytics for tracking visitors’ activity on websites in real-time. Capturing real-time data of visitors and customers provides agents with valuable insights and context to achieve new levels of personalisation.

Simply put, good service means good business. Increasing customer satisfaction requires empowering teams with effective tools for communication, data gathering and automation – to enable agents to have real-time conversations with customers to deliver more meaningful, personalised service.



Take Customer Service to the next level with Ibby!


We, at Ibby, are working on an innovative message-driven solution for business growth; to enable teams to use the power of real-time messaging to increase sales and scale customer support. We would love for you to have a first-hand experience – Sign up to start chatting and delighting customers!


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