![]() ![]() Customer satisfaction rates took a huge leap - from 41% to a whopping 56% during these six months. Here’s what happened after 6 months of implementing it: A Remarkable Spike in Customer Retention ” The Six-Month Experiment: A ReviewĮmail support was a pivotal shift. The customers are happier, and they stick around longer.Īnd that’s why I call it the “ Email epiphany. And you know what? It works like a charm. I now use email to solve problems and help the customers better. That meant I could deal with important stuff first. I could sort, tag, and schedule emails to stay organized. Streamlining Support: The Organizational Perks of Emailīut it wasn't just about my customers. And because email is not like a live chat, I could think and craft better solutions. Plus, it made my customers feel heard and happy. Emails didn't rush me they let me dig deep. Instead of a quick chat, I could take my time to really understand and fix underlying problems. With email, I could be more thoughtful while helping customers. One day, it hit me - email could be a better way to help our customers. It not only affected my well-being but also had a ripple effect on other crucial aspects of my business, like bringing new games, user experience, decreased ROI and a decline in customer retention rates. This led to fatigue that bordered on professional burnout. Plus, wearing multiple hats meant I was bound to drop the ball at some point. Late nights and extensive screen time became the norm. I wasn’t always fully present, leading to less than satisfactory customer conversations.Ĭonsider the hours dedicated to Live Chat support. Tackling Live Chat optimally while managing other duties felt like juggling on a tightrope. Sadly, it brings with it an unintended consequence: a spike in customer support-related errors. You’re managing multiple responsibilities like programming, game updates, server maintenance, live chat, and marketing. Customers look for more substantial engagements and resolutions that go above the superficial. While it provided super quick assistance, it lacked depth. Why weren’t more users sticking around? I pinned it down to the shallow interactions on Live Chat. In 2022, while my users were doubling rapidly, the retention rates remained stagnant at roughly 41%. Out of those, these challenges were of the utmost significance. However, with time, I ran into a few problems with it. The Old Ways: Why Live Chat Wasn’t Cutting ItĪdding the Live Chat feature felt like the perfect ally for real-time customer support earlier. Still, I wouldn’t trade this experience for anything since it helped me grow faster and truly understand what my user expects from me. What can I do to ensure a consistently superior experience? Have I satisfactorily addressed the customer’s concern? Is there a larger underlying problem I need to tackle? In this stage, you need to ask yourself the right questions. But, with customer support, you must dive deep into the problems. I believe it’s mostly because, with other areas, I was working solo. While I could pick up “tips and tricks” for marketing and finances, customer support pushed me to my limits. Sometimes, I’ve even dropped the ball and had to act fast to ensure I don’t lose the customer. It gets a tad overwhelming since I’m stretching myself so thin. The Struggles of Wearing Multiple HatsĪpart from designing and developing, I also had to work on marketing, managing finances, and tackling customer queries. So, to compound the value of these transactions, you must repeatedly provide stellar customer support. Since they are not one-off buyers, they boost the value of your business and keep bringing in a steady stream of revenue. If your customers feel heard and valued, they will stay longer.Īlso, with loyal customers comes a higher lifetime value. But why? You’re basically planting the seeds of loyalty. The way you treat your customers has a direct link to your earnings. The Crucial Connection Between Customer Support and Revenue So, today, I’m sharing how this strategic approach brought about a dynamic shift in my business. This was a significant moment for World of Card Games since it showed me that using email for support resulted in customer satisfaction, community connection, and retention. More people stuck around - well, 37% more. I started using email to assist my customers. There is also the pressure of decision-making, proper work-life balance, and constant upskilling to stay abreast of trends.īut things changed a lot in the last six months. When running a solo venture, there’s one person to do it all and with limited resources. Customer support remains the cornerstone of any successful business. ![]()
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