Post by ruhaimaromana22 on Nov 6, 2024 4:22:43 GMT -5
Companies often hesitate to implement new channels of communication with customers. It is not surprising: it is difficult to predict in advance the benefits of additional investments in touchpoints.And yet, with the right approach to working with clients in chat, social networks and messengers, the flow of applications, sales volume and profit increase - we checked: An example of improved indicators after introducing and setting up new channels We collected the results of connecting new channels of communication with clients from 17 companies to understand how they managed to improve business indicators with their help. We figure out what companies did and how to adopt positive experience.
How do companies determine channel demand?
Most companies use channels to social media marketing service communicate with website visitors: chat , offline application and callback . Working with clients in messengers and social networks is still less common even among our clients.
The transition from old channels to new ones was tracked by HeadHunter, Parket-Hall, Traektoria, Sima-Land and Kyivstar.
At HeadHunter, the number of requests by mail decreased by 20%. The share of requests to the chat is 23% compared to other online sources: virtual consultant, feedback form, support community, questions and answers section.
In Parket-Hall, requests are divided approximately 50 to 50% between the feedback form and the callback order, which indicates the convenience of both services for users. SKB Kontur receives 53.5% of phone requests and 46.5% of text requests.
Traektoria operators process 33% of customer requests from digital channels. The call center accounts for 54% of all questions.
Sima-Land monthly share of requests in chat is 48%, by phone — 52%. And in Sberbank during its operation, chat has displaced about 5% of phone requests. For the company Voltage, chat brought 49% of requests, call orders — 15%, offline requests — 36% of the total number of requests in text channels.
Kyivstar, the only one of the 17 companies that uses Facebook, saw rapid growth in the popularity of the new channel in the first four months. During this time, the number of requests has more than doubled and reached 5797 per month.
How to choose a channel that will be in demand?
The choice of a tool for communicating with clients should be determined by the needs of the business audience and the internal tasks of the company.
The effectiveness of the channel for each specific company can only be verified in practice and provided that business processes are configured to work in the channel.
Analyzing the service process and performance in a new channel will show whether it is used by target customers and whether it impacts business performance.
Working with requests from new channels
All companies work with requests from non-voice channels differently: the channels have different tasks, a different number of operators are responsible for communicating with clients, and employees have different KPIs. The service process depends on the area, specifics and size of the business, the company structure, the presence of branches, the competencies of operators and other factors.
How do companies determine channel demand?
Most companies use channels to social media marketing service communicate with website visitors: chat , offline application and callback . Working with clients in messengers and social networks is still less common even among our clients.
The transition from old channels to new ones was tracked by HeadHunter, Parket-Hall, Traektoria, Sima-Land and Kyivstar.
At HeadHunter, the number of requests by mail decreased by 20%. The share of requests to the chat is 23% compared to other online sources: virtual consultant, feedback form, support community, questions and answers section.
In Parket-Hall, requests are divided approximately 50 to 50% between the feedback form and the callback order, which indicates the convenience of both services for users. SKB Kontur receives 53.5% of phone requests and 46.5% of text requests.
Traektoria operators process 33% of customer requests from digital channels. The call center accounts for 54% of all questions.
Sima-Land monthly share of requests in chat is 48%, by phone — 52%. And in Sberbank during its operation, chat has displaced about 5% of phone requests. For the company Voltage, chat brought 49% of requests, call orders — 15%, offline requests — 36% of the total number of requests in text channels.
Kyivstar, the only one of the 17 companies that uses Facebook, saw rapid growth in the popularity of the new channel in the first four months. During this time, the number of requests has more than doubled and reached 5797 per month.
How to choose a channel that will be in demand?
The choice of a tool for communicating with clients should be determined by the needs of the business audience and the internal tasks of the company.
The effectiveness of the channel for each specific company can only be verified in practice and provided that business processes are configured to work in the channel.
Analyzing the service process and performance in a new channel will show whether it is used by target customers and whether it impacts business performance.
Working with requests from new channels
All companies work with requests from non-voice channels differently: the channels have different tasks, a different number of operators are responsible for communicating with clients, and employees have different KPIs. The service process depends on the area, specifics and size of the business, the company structure, the presence of branches, the competencies of operators and other factors.