Capturing And Capitalizing On The Moment
Obtaining insights into a customer’s purchasing experience, and feeding ‘urgent action cases’ back to customer service, needs to be done as quickly as possible after the purchase. Both for capturing the customer’s raw emotive feelings and to enable appropriate action to be taken within the most impactful timeframe.
Different customers prefer different methods of communication. Some are happy to respond online after contact via SMS / text or email. Others are more comfortable with speaking on the phone. And some prefer face-to-face interview.
In the case of negative experiences, such as payment disputes or complaints, which can become complex to resolve, customer preference is likely to sway more towards talking to a human on the phone (40%) or face-to-face interaction (23%)