Yes, that’s right, an article about monkeys and customer retention strategy, bear with us for this one.

Have you ever seen monkeys swinging from tree to tree in the jungle tree line? They glide effortlessly from branch to branch. They are in flow, not thinking about what might happen if they miss a branch, just being in the moment. It’s easy for them, almost effortless.

Well, the Customer Contact Council found one of the biggest factors for increasing customer loyalty was reducing effort, in other words, making things easy.

Customers want to feel like a monkey with the wind in their fur, flowing from tree to tree; when using your product, navigating your site and especially when dealing with any problems. And live support could be particularly helpful to reduce effort for your monkeys (ahem, customers).

Let’s take a look at how:

Instant Access

If customers have a problem, you can keep things simple for them by solving the issue quickly. With live support they can be transferred to an agent instantly, round the clock if you have the budget to provide that level of service.

1 to 1 Help

It can be complicated trying to solve problems by yourself. With live support an agent can help customers personally, in real-time, one-to-one.

Screensharing

Having to explain an issue can be hard work for the customer, screensharing means that an agent can visually see what the problem is and solve it quicker.

Omnichannel

There are so many communication platforms and channels to choose from today, each customer may have different preferences. If your live support software has omnichannel capabilities, then you can solve a customer’s issues without them having to switch from their favorite apps.

Smart Tip: Xeno has compatibility with Facebook, Twitter, Email and more.

Less Repetition

Having to repeat your problem to different advisors over and over again is the opposite of easy. Pre-chat questionnaires can help to ensure that customers speak to the right person the first time, helping to keep things simple and your FCR high.

Surveys

One way to find out how to make things as easy as possible for your monkeys (customers) is to listen to feedback. Post-chat surveys can help to optimize your processes and keep them that way.

Don’t Leave Your Monkeys Puzzled

Adding live support to your customer retention strategy could be a great way to keep things flowing for your customers and hopefully keep them from swinging off to a competitor.

A quality live support software could simplify things for your customers and your staff. Xeno has a host of useful features, with customer orientated ticketing, a consolidated team inbox and post chat surveys so you can listen to customer feedback. Grab a copy off the vine today.