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Add Live Chat to Your Website and Give Defective Customers a Reason to Stay by Shelly Miessner
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Add Live Chat to Your Website and Give Defective Customers a Reason to Stay |
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Business
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Unhappy customers don’t just go away; they leave you for your competitor! In fact, 91% of unhappy customers will not purchase from your organization again. Not only you lose sales but also a viable source of easy-to-close referral sales. The average dissatisfied customer tells 8 to 16 people about their miserable experience with your company. Although, each unhappy customer has 250 people in their circle of influence, 25 of their peers fall into your primary target group. Of these, 2% will not make a purchase. It is necessary to add live chat to your website to prevent the loss of defected customers. The cost of a defected customer is calculated by summing the direct and indirect cost. The average customer lifetime value (CLV) is the direct cost of losing a single customer. It is calculated by multiplying average customer revenue per transaction by the number of transactions per year. The product is then multiplied to the customer lifetime in years. The ripple effect refers to the indirect cost an organization incurs when a discontented customer complains to his clique. The potential lost revenue is gauged by multiplying the CLV by the average number of people. The product is then aggrandized by the 2% who will never purchase. The total lost associated with a lost customer is the sum of the direct and indirect cost. By adding live chat to your website, you can influence 82% to 95% of customers to continue business with you. Support Chat Software is an effective customer service strategy that resolves problems before customer defect. Company chat representatives proactively approach customers to live chat in real-time about the problem at hand. Agents can engage customers in a meaningful discussion by asking why they are leaving and what the company can do to keep them. Support chat software employs professionals who are trained to listen calmly to complaints, apologize for the inconvenience, and thank customers for their input. Once an agent learns the back-story, they will take the necessary action to rectify the situation.
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