Giving a good first impression helps your business keep customers in the long term. Indeed, it has been found by a study that a good onboarding process can increase retention, not just in week 1, but even in week 10 of a customer’s product usage. First impressions are of prime importance: another study reveals that […]

Acquiring new customers is 25 percent more expensive than retaining a new one. Despite this reality, a lot of businesses still lose around 20 percent of their customers every year simply because they failed to nurture their relationship with their customers. It’s a fact that businesses lose some customers along the way, but only a […]

Time and money can be wasted daily in business. Streamlining your live support process could help to increase consumer satisfaction and hopefully reduce churn. Giving customers a speedy response, putting them through to the relevant people and continuously monitoring metrics are just few of the areas you could start improving. Let’s have a deeper look […]

Chatbots can be a great addition to your customer retention strategy. They can save you time, money, and help to keep consumer satisfaction high so that our clients come back for more. But one of the reasons live chat is so popular is because of the human touch. So, it’s best to strike a balance […]

“Failure to prepare is preparing to fail.” You’ve probably heard that old adage. Indeed, when it comes to running a successful business, preparation is pretty important. If you want to reduce your churn rate and smash your business goals this year, it may be time to lay some best plans. We may be well into […]

Live chat has come a long way from being used for fun to becoming an essential business tool. Time after time, its features have evolved to help businesses become successful. One of these features is the chat transcript. The conversations you have with your customers and visitors are more than just conversations — they are […]

Trust is important for building a long-lasting business online. Digital Marketing Magazine go as far as saying: “Trust is becoming the key currency between the business and its customer, and digital technology means transparency is vital for building this trust.” It’s the secret sauce that can make customers take the leap and buy from you […]

Words have power, but a lot of people and businesses haven’t realized this truth yet. As a result, only a few companies have harnessed or taken advantage of it, especially when it comes to customer retention.   How Words Change Your Brain There’s a lot of science that backs up how words can alter how […]

Following on from last week, this article ends our two-part series of “Using Psychology” with live support software. This week, we explore using psychology to delight customers, and in turn keep them coming back for more. This can be a good way to reduce churn thanks to live response and the great news is that […]

With its quick response time and personal service, live support software has a high level of consumer satisfaction. This can be great for keeping a low churn rate, but things can get a little trickier when it comes to particularly irate or emotional customers. Luckily, good old psychology can help to turn around challenging customers […]

Your customer satisfaction rating is gauged by asking customers to rate your level of service on a linear scale, generally from 1 to 5. This is an important metric for measuring how well your team is doing. Keeping your customer satisfaction rating high and making customers feel special is a good way to reduce churn […]

According to Shep Hyken, a customer service expert and author of the bestselling “The Amazement Revolution” said: “There is a big difference between a satisfied customer and a loyal customer.” Indeed there is because, according to the White House Office of Consumer Affairs, a loyal customer is worth 10 times as much as their first […]