In 2019, relationships between customers and brands are constantly changing and evolving. It’s up to businesses to be flexible and adapt to these changes by finding new ways to communicate with the consumer so they feel listened to.
Authenticity is key
Generating organic, authentic conversations has become a crucial tool in efficiently understanding customer needs. Although quality conversations directly have a positive impact on conversion and customer experience/satisfaction, it can quickly become an expensive activity that is hard to monitor properly results-wise.
Recently, iAdvize commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential benefits ROI enterprises may experience by deploying their service called ibbü.
What is ibbü ?
ibbü, a service created by iAdvize, refers to a community of independent experts in different sectors, who advise online visitors and are available by chat 24/7. These experts are genuine, authentic and passionate people who want to share their interest in the brand they represent with others. This service provides the visitor with a high-quality and positive, more memorable customer experience.
When Forrester interviewed a fast-growing European online retailer that have been using ibbü for over a year as well as conducting a financial analysis, they found that the existing customer had generated an ROI of 64%.
The bottom line
How do we explain this ROI? When it comes to customer experience, consumer expectations are on the rise and so is competition. The main reason why a service such as ibbü generates an average of 93% customer satisfaction is that the service delivers a customised, real-time and authentic solution to help bridge the gap between the consideration stage and the purchase stage in the buyer journey.
Another point to remember is that good customer satisfaction rates are obviously generated from happy customers who have had a positive experience with a brand, but not only. Good feedback is great for business, but it is impossible to deliver perfection to 100% of customers at all times. Mistakes will happen and customers will get frustrated. That doesn’t mean negative feedback can’t serve a purpose. In fact, 95% of people who previously had a bad experience with a brand will give that brand a second chance if they find that their complaints or issues have been handled in a proper, human-to-human way.
Chatbots are great. Add a bit of human touch in the mix and make them outstanding.
Download the full Total Economic Impact™ (TEI) of ibbü by iAdvize to learn more here : Forrester TEI Report iAdvize.