Newsletter #22 - Boost Customer Loyalty: 5 Proven Strategies to Elevate Your Support Experience 💖

Hi there!

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This week at Bigblue, we had the pleasure of co-hosting a webinar with Gorgias on a crucial topic for your brand's growth: optimising customer retention.

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Why? Because it costs an average of 5 times more to acquire a new customer than to retain an existing one 🤝

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If you couldn't attend, in this newsletter, I'll share 5 actionable tips that we revealed during the webinar to optimise your customer support and skyrocket your retention rate 💥

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3 benefits of optimised customer support 💰

Customer support not only helps you answer your customers' questions and requests, but it's also a powerful tool to:

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• Reduce your acquisition costs 💸

A slight 5% improvement in customer loyalty can boost your revenue by 25% to 95%!

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Happy customers will naturally spread the word about your brand, allowing you to reduce your advertising and marketing expenses.

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• Increase your average order value 🔄

A recurring customer spends, on average, 67% more than a first-time customer.

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A good support system creates a positive customer experience and encourages them to return, creating a virtuous circle that can be very profitable in the long run!

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• Eliminate competition 🧹

One in three customers may abandon a brand after just one negative experience.

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By providing your customers with quick and effective solutions, you minimise the risk of them turning to your competitors and build a strong base of buyers.

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The pillars to build excellent customer support 🏛️

Quality customer support can turn a negative experience into a positive one and create a lasting connection with your customers.

For that, I recommend you to:

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• Maximise efficiency through automation 🤖

Automating responses to common questions frees up your team to handle more specific queries.

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_{💙 Bigblue Tips
Maximise the efficiency of your customer service with our Gorgias integration.
Get all the necessary information at a glance, quickly resolve issues or address concerns, and turn unhappy customers into your biggest fans 😍
Supercharge my support team! ⚡️}

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• Focus on accessibility for guaranteed customer satisfaction 💌

40% of consumers use at least three different communication channels to contact customer service.

Ensure your contact information is clearly displayed and easily accessible across all your platforms.

Because a customer who can easily reach you is more likely to stay loyal and make repeat purchases!‍

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^{Bonus tip
Like Unbottled, use Gorgias' live chat on your website to allow your customers to receive instant help without having to respond to emails or make calls!}

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• Prioritise tickets with purchase intent 💬

28% of pre-sales support tickets were resolved within 10 minutes, resulting in a sale.

By prioritising these tickets, you maximise your chances of increasing your revenue and improving your customers' experience!

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• Personalise your customer support for optimal engagement 🎯

Nearly half (49%) of buyers have impulsively purchased following a personalised customer experience.

By personalising your interactions with your customers, you make them feel truly heard and appreciated, increasing their engagement and boosting your sales and long-term loyalty!‍

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_{💙 Bigblue Tips
‍Our new Recommended Products feature transforms your order tracking page into a new sales channel! Offer complementary items or showcase your new collections to boost the lifetime value of your customers. Compatible with Shopify only.
Boost my Tracking Page now! 💊}

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• Harness data and trends to maximise performance 🩺

Understanding trends and utilising data is a powerful way to optimise customer service.

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By analysing recurring queries, you can enhance your FAQ and refine your product descriptions to meet your customers' expectations better.

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You can also take this opportunity to train your team to anticipate pre-sales questions better and convert them into added items to the cart!

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That's all from me!If you've enjoyed this newsletter, simply press the 'S' key on your keyboard to subscribe.

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‍Twice a month, I share 1 brand examples, 2 actionable tips, and 1 surprise to boost your online sales.

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See you soon,

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Julie

E-commerce Expert @ Bigblue