Why webchat and feedback are essential parts of customer engagement

Boost business by using a customer engagement platform.

Messaging tools like Webchat are faster than alternatives like email and phone calls. But when you combine Webchat with a text-based survey tool, you create a realtime feedback loop that works as fast as your business.

• No matter how great your website is, your customers are bound to have questions that can’t be answered. When faced with this problem, 53 percent of adults are likely to abandon an online purchase if they can’t quickly find an answer to their question.

As a business owner, your ability to acquire and retain an active, loyal customer base can come down to fast, personalized customer service. With Podium Webchat and Feedback, you’ll have a powerful customer engagement platform that streamlines customer service processes for your staff and creates positive experiences that drive lasting customer loyalty. 

Develop a Laser-Like Focus on Solving Customer Service Inquiries

• • • With the flood of social media platforms, customers look for businesses like yours on an endless variety of channels. Don’t spend hours juggling passwords and hunting various platforms for mentions and messages. With Webchat, you can view customer conversations in one, streamlined location. Instead of wandering the web, you’ll increase internal efficiency by focusing your time on solving customer problems and providing the kinds of meaningful, focused answers that create loyal customers. 

Drive Loyalty with Personalized Follow-Up Opportunities

• • • Unlike traditional customer engagement techniques, the conversation doesn’t have to end when someone hangs up the phone. Customer service that concludes with the answer to a one-off question misses out on the opportunity to cultivate life-long loyalty.
      
      With Podium Webchat, you have an open channel with the customer to develop a lasting relationship. Your team can drive sales opportunities by asking engaging follow-up questions, providing personalized tips or tricks, and even by sending simple surveys to immediately follow-up on their customer experience. 

Improve Staff Efficiency with Streamlined Conversation

• • • Often times, the same customers will contact you with follow-up questions, sending your customer service staff on a wild goose chase to find out what happened last. With Webchat, any team member can view all previous interactions on one convenient stream. Instead of starting from scratch, your staff can avoid providing redundant answers and start off exactly where the conversation left off. Awareness of your customers’ individual needs lessens your time spent solving the problem, while fostering a loyal, long-term relationship. 

Improve the Customer Experience with Ease

• • • Gain new, real-time insight into how your customers perceive your customer engagement experience. You no longer have to wait to compile long-form survey results or make decisions based off of a small handful of customers that were willing to participate. With Feedback, you can get valuable insights in a fraction of the time.
      
      Feedback not only automates the survey process, but significantly improves the response rate by sending single-step questions via text. Quickly discover any snags or negative experiences in your customer service process so you can make rapid changes. 

Get Podium Webchat and Feedback

• Developing loyal relationships with your customers is critical to growing your business. Customers typically reach out in a time of need, and being able to deliver fast, precise, and helpful answers fosters the type of positive impression that keeps them coming back for more. However, customer service bottlenecks can not only diminish customer relationships, but negatively impact the overall bottom line.
• Harness Webchat and Feedback for a robust combination of tools that empowers your staff to focus on creating the types of positive experiences for your customers that’ll grow your customer base. 
• Fantasy Springs Resort & Casino strives to create a luxurious, unforgettable experience for their guests. The company loves to deliver this level of quality service to every aspect of its business. That’s because a single bad experience with its staff could impact the guest’s overall impression of the resort.

By implementing Webchat, staff has been able to significantly increase response times by giving customers quick, convenient ways to contact them—such as text. Without having to spend time navigating dozens of tedious communication channels, Fantasy Springs communicates more efficiently. Various departments can now access the platform to answer questions with the exact, detailed answers customers crave.