53% of consumers prefer to buy from retailers that offer live chat, and 71% of consumers who have had a positive customer service experience online would recommend the brand to others.
source: Nielsen - Connected Commerce: Transforming the Retail Experience
Customer service interactions on social networks impact customer satisfaction and loyalty. Companies that provide good customer service on social media are more likely to retain customers and increase their revenue.
source: Harvard Business Review - The Value of Customer Support on Social Media
According to a Harvard Business Review study, increasing customer retention by just 5% can increase profits by 25% to 95%. Effective customer service plays a key role in customer retention.
source: Harvard Business Review - The Value of Keeping the Right Customers
86% of consumers are willing to pay more for a product or service in exchange for a better customer experience. Quality customer service contributes significantly to brand reputation.
source: Customer Experience Impact Report
An Accenture study found that 58% of customers are more willing to remain loyal to a brand if they have an emotional connection with it. Customer service can play an important role in building these connections.
source: Accenture Global Consumer Pulse Survey
For us, every interaction between customer and brand is a valuable opportunity to generate growth and build customer loyalty. Feeling heard is a central part of a high standard consumer experience.
We believe that conversation goes beyond maintaining relationships between brands and consumers. Dialogue has the potential to stimulate recommendations, increase sales and deepen understanding of the target audience.
Feedback is valuable; by analyzing customer service it is possible to identify opportunities for product communication and make decision-making easier.
Consumer relations
We respond to consumer interactions on social networks. We focus on resolving complaints, clarifying doubts and facilitating the purchasing process.
It's a collaborative effort with the Customer Service team, anticipating service protocols and dealing quickly with more serious cases to avoid crises.
Metrics and intelligence
By analyzing interactions, we identify opportunities and reveal in depth the profile and interests of consumers.
The constant conversation with the audience also allows us to evaluate the performance of communication campaigns, as well as providing valuable clues and insights for targeting content.
WhatsApp customer service operations
Customer support on WhatsApp enables direct, real-time communication, eliminating the need for phone calls or waiting for email replies, and also reducing complaints on social networks.
We set up customized operations to handle tickets or active sales actions within the standards and policies established by the brand.
Backcheck
A thorough investigation into the conduct of celebrities, artists and influencers quoted to represent brands in commercials and marketing actions.
Through an analysis of celebrities' online presence, we look for controversies, news and digital behavior in order to assess the risks of associating the image of celebrities with companies.
Let's talk
contato@ouve.me