If you were to ask an E-commerce Product Manager what they would do to increase retention, they might suggest improving engagement by personalization/gamification, or by introducing loyalty programs. While these are both fantastic answers, they fail to acknowledge one important issue. There are many frustrated customers who feel that basic information like returns and refunds are not accessible, and that they are not getting the customer support that they need. This begs the question: what’s the best way to increase customer retention?
According to Microsoft's Global State of Customer Service 2019 report, “90% of respondents indicated that customer service is important to their choice of and loyalty to a brand.” The first and most important factor driving retention is how you handle customers when they have a query, request, or a complaint. Being able to gracefully answer your customer in a timely and supportive way will bring more positive reviews, new customers, and increase retention and growth. In this webinar, Bhavana Angadi, Senior Product Manager at Hopscotch, will teach you:
- The right ways to communicate with your customer
- How to build effective Self-Service mechanisms
- The best times to collect customer feedback
This is an exclusive session that you won't want to miss!
December 7, 2021 at 9:30 am PDT, 12:30 pm EDT, 5:30 pm GMT