Customers have never been as demanding as they are today. They demand an immediate response, if not instant, from anyone they reach out to for customer support may it be through voice, chat, social media or email support.
I have a client that sells a variety of supplements online: from weight loss supplements to anti-aging supplements, to CBD oil mostly on a trial program. They had a surge in sales volume a few months ago where we were not given a heads up prior to sales ramp. Our team was drowning with calls and drop rates were hitting historical highs of 30 to 40% in some days. it took us a week to ramp up our agent count but by then, we’ve had thousands of unhappy customers where a good portion of it called their banks demanding a charge-back. The issue ballooned so fast that the client ended up losing their merchant account due to excessive chargeback. Not only did my client end up with over $200,000 in chargeback fees, but they also lost the ability to generate $100,000 in daily revenue. In hindsight, I think the issue could have been avoided had there been proper call volume forecast.
The point I’m trying to make is that customers are impatient. They are incredibly demanding. I mean, we all are. After weeks of data analytics in trying to figure out the correlation between those customers who called the 800 number but didn’t reach a customer agent and those who called their banks to file a chargeback, over 70% of those didn’t attempt to call the 800 number for a second time nor send an email – they just called their banks to ask for a chargeback instead of calling the customer service for a refund or for an order cancellation.
For companies who sell a trial a recurring charge model especially for online stores, it is very critical to have a close communication between the marketing and customer service teams on sales ramp up schedules. It is also ideal to work with a customer service company who can provide on-demand agents with per minute charging. This model is the most cost-effective model for the merchant since the cost of customer service only increases when the sales volume increases. However, if a merchant’s call volume is consistent, an hourly service model will turn out to be cheaper in the long run.
Now that Gabtech has your back, you have more time to develop your brand. You can finally focus on designing and building new strategies for future developments. The real secret to success is knowing how to reach out to your customers and respond to them. It’s time that you set yourself apart from the competition and be recognized for the fantastic customer service that you offer.