Silence is gold, they say. For sure, it’s similarly expensive. You lose clients because they remain silent and you have to spend more to gain new ones.
Look at these stats:
- Only 1 customer of 26 that leaves your company because of a bad experience will tell you about it. The rest will disappear without saying a word.
- 91% of unhappy customers who are non-complainers simply leave, and it is
- 5-25 times more expensive for companies to attract new clients than to keep existing ones.
In LiveChat, you can use chat forms to gain more info about the case (check out our best practices for data collection!) and chat ratings so your customers can rate their experience during the chat. For now, customers can tell if the chat was good or bad just by choosing thumbs-up or thumbs-down.
Unfortunately, this solution has its downside.
While this feature is a great way to gather feedback, the problem is, it’s not always clear what the rating means. For example, if the problem hasn’t been solved during the chat for other reasons than the agent’s performance, a negative rating still indicates that the agent failed in providing support. At the same time, for some customers that have mixed feelings, leaving a comment is a barrier to entry that requires too much effort.
Sometimes not being able to specify their feedback might discourage customers from rating the chat at all. What is often needed is a middle-ground between leaving the comment and rating the chat as positive or negative.
That’s why we want to introduce a new way of chat rating.
As shown in the animation above, with this feature your customers can rate the chat via stars or emojis. This type of rating makes it easier to assess the experience, as it no longer has to be just positive or negative. Research has shown that using emojis can make up for the lack of non-verbal clues and help user convey emotions and meanings. Consequently, it encourages customers to rate the chat, even if they are ambivalent about its course or outcome.
As we’re just implementing this feature, we wonder what are your thoughts about it. Do you think it’s a better idea of receiving feedback from your customers? Do you see any risks? Do you think it could influence your team in a negative or positive way?
Tell us! We will gladly address your concerns, your feedback will be very helpful!
