The I Can Fix It Stage
The Product Support Stage
User Manuals
Owning quality product support resources is the first step towards alleviating duress consumers. Quality product support is also linked to greater purchase intent.
Q & A
71% of e-commerce shoppers expect help within five minutes - either from FAQs, support resources, or contact sections. Be prepared.
Direct Chat
Over 55% of customers would pay extra to guarantee a better support service. When in duress, direct operators and open chat lines are the way to go, not robots.
The Call-for-Help Stage
Making the Call
The dreaded point where a consumer must finally pick up the phone to call a support line. 83% of more than 5,000 consumers said they consistently needed some type of support during their purchase.
Queue the Waiting Music
Immediately putting a consumer into any sort of wait will potentially reduce future purchase rates. 82% of consumers ranked getting an issue resolved quickly as a top element in a great online experience.
Should I Hang Up?
Multiple or long support barriers will put shoppers deeper into duress. 56% of consumers rate getting their issue resolved quickly as the most important part of a service experience.
Explaining the Problem
Non-automated support channels are the best way to directly address consumer problems. 45% of consumers rated dealing with a friendly customer service rep as highly important.
Its Broken
Unresolved support problems can be costly. In fact, an estimated $41 billion is lost by US companies each year due to poor customer service.
Monthly Manual Views
Product Support Docs
Est Manual Downloads
Mobile Views
The Brand Impression Stage
The Repair or Replace Stage
People who used independent repair shops were more satisfied with the repairs than those who used factory service, which is consistent with what we’ve found previously. And repairs cost less, too. That was especially true when it came to large appliances and lawn equipment.
Consumer Reports
[Product replacements and recycling are on the rise, especially with tech.] The secondary market—including outlets, salvage centers, and auctions—has blossomed to a $400-billion industry. Retailers typically recoup 12 to 25 percent of an item's original cost there, versus less than two percent from recycling.
Insight Squared
[Whether they repair or replace, consumers value being appreciated and having positive interactions with your brand.] 52% of consumers have made more purchases from a company after having a good customer service experience.
Insight Squared