Despite growing digitalization, there are still many customers who are not that tech savvy and need customer support agents to help them out and communicate in a simple manner. According to econsultancy, 83% of consumers require some degree of customer support while making an online purchase. In order to cater to such customers, your business needs to modify customer experience according to their needs, and communicate with them in a simple way. These customers require help at various levels and need to be given support material such as handbooks and videos to better understand the product/service. Here’s how you can make sure your customer service program is catering to the needs of non-tech savvy customers:
Keep it Simple
What your non-tech savvy customers ask for is convenience and simplicity when they turn to your business. With addition to a strong online presence, you should have a simple procedure of purchasing for customers who prefer it that way. While communicating with them, your customer service staff should avoid technical jargon and use layman terms with them in order to get through to them. A long and complicated buying procedure will make these customers turn away, and look towards competitor businesses instead of yours. Retain these customers by ensuring that your relationship with them is how they want it to be. For example, if your online purchasing route is proving to be an inconvenience to them, improve it to accommodate the customers by getting your customer service representatives to help them out by giving different options at different stages of the customer journey.
Add a Personal Touch
Personalize your business transactions and create a long lasting relationship with these customers to retain them and earn higher levels of consumer satisfaction. Having personalized connection with each of these customers will also ensure that their needs are being met individually and they are being assisted through the processes that they find difficult and complex. This has proven to be an effective way to gratify and retain customers who aren’t as tech-savvy as others. Pay attention to every customer who you believe requires support by your staff and make sure that they are being heard at every point of your affiliation with them.
Offer Human Support
Self-service at stores is a great asset for every progressive business and helps customers save time, making them more independent. However, it should not be the only way of serving customers. According to Right Now, 55% customers said that easy access to information and support makes them fall in love with a company. The percentage of non tech-savvy customers will always make a difference, no matter how low it appears. These type of customers prefer being aided by your customer service representatives at any point that they feel necessary, and this is where your human support starts to matter. Imagine someone who finds it hard to work their way through your complex processes of purchase. If they are unable to find someone immediately to help them, they will view it as poor customer service. However, if a customer support representative instantly comes to help, it will automatically increase customer satisfaction.