We do not change anything because we do not hear anything. Or as customer reviews after a call, they pump over the site.

Not so long ago in our callback system in the paid and free versions there was a collection of feedback from visitors after connecting with the operator. A couple of weeks of monitoring the stream of feedback passing through our servers showed that the problem of customer service is very serious!

I identified several categories of reviews, sorted them by quantity, and thus identified the 5 most frequent maintenance problems that occur on sites. Do not be surprised that the percentage is much more than a hundred - some sites sin at once with several errors.
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Based on the conversion of sites with a high level of service, we concluded that 70% of sites can double sales during the year due to the quality of service.

To understand the screenshots cite how to collect feedback from visitors. After connecting by phone, the client on the site is asked to rate the operator’s work with a like or dizlikom. After that, you can comment on your assessment in free form:

We decided not only to talk about the most common problems, but also to illustrate them with screenshots from our clients with examples of feedback that RedConnect users can post.

No. 1: the operator works poorly, not interested in resolving the issue - 40% of sites

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№2: regularly do not pick up the phone - 35% of sites

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No. 3: take up the phone too long (more than 25 seconds) 27% of sites

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№4: consultation does not help. The operator is not competent 18% of sites

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No. 5: customer requests are not regularly met (the problem is not in service) - 14% of sites

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But it also happens:

Great customer service - 8% of sites are close to perfect

Operators are quick, polite, competent. Customer difficulty is perceived as a business opportunity.

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Why are we so sure that working with reviews can be so effective? The simplest example that absolutely each of us can face. Imagine that there are two stores with the same assortment next to your house. In which of them do you buy products? In the first, where the cashier indifferently flashes a glance at you, and then leaves for half an hour to exchange your bill? Or in the second, where you smile, tell you what to choose and help you bring the products to the car?

The answer is obvious. Moreover, the second store practically does not spend additional resources - all this can be done by ordinary sellers and security guards, it is enough to draw their attention to important parameters.

Another question is that the director of the first store simply does not know what little details in the service buyers want. As soon as he can see the report, in which all customer reviews are collected, everything will immediately fall into place.

This is our world. But the good news is that you just need to pay attention to some parameter in your business - and it starts to change for the better.

If you have read the article to the end - do not be passersby! Write your opinion , question or criticism in the comments. And even better - you can test the feedback system on our website or your own website. Your feedback helps us a lot.