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The business world is no stranger to fads. In the 1980s, the concept of ‘360 Evaluation’ was all the rage and in the nineties, management implemented ‘Automated Applicant-Tracking Systems’. These days, employee engagement is popular. Despite research demonstrating the financial impact of employee engagement, there are naysayers who vehemently oppose it. By labeling it as a fad, they believe employees belong at the bottom of the totem pole. However, nothing could be farther from the truth. Henry Ford once said, “A business that makes nothing but money is a poor business.” An organization will burgeon if there is a striking balance between employee and customer engagement. Online businesses can integrate online customer care to create a satisfying experience for customers. An organization will under-perform if its priority is to maximize customer sales only. Management should keep in mind that customer engagement is intrinsically linked with employee engagement. By hiring and nourishing the right people, employee enthusiasm and passion will rub off on customers and will directly impact profitability. While considering employee and customer commitment, measure the outcome according to the following metrics: retention, advocacy, and passion. Engaged employees and customers are retained. They continue to transact with the organization and recommended others to buy from them or join the workplace. Both of them passionately support business decisions and oppose those who speak foul of the company. It is through the use of online customer care that dedicated employees can affectively engage customers. Online customer service hires a team of global operators with a 24/7 availability. Company chat representatives put in the effort necessary to increase customer satisfaction. They are thoroughly trained to handle complaints, queries and ask for feedback through live chat. Online customer service connects the two through a customizable chat API. Using a tracking component, company chat operators gauge the referral URL, webpage duration and keyword searches to proactively engage customers in a meaningful discussion about the products and website.
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Online Customer Care, Online Customer Service, Online Support Chat, Online Customer Support, Live Support Website, Live Support Software,
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