The population consider that customer service directly influences their decision to purchase or repurchase a service and 75.6% of users state that they would change providers if they received disappointing customer service. On the other hand. 61.1% of users are Lebanon phone number willing to spend and be more loyal if they receive a good customer experience. And 81.3% affirm that customer service influences the image of the company. 28.1% of users state that they have used customer service more as a result of the pandemic. And 30% of them consider that they have worked well or very well. “The sectors where customer service has been used the most in the last year have been telephony.
Banking and parcel services. The latter sector experiencing great growth compared to last year.” says Ana Banquer. The most used contact channels have been the telephone (83.50%). The web (38.80%) and the mail (35.20%). Users find it easier to contact Lebanon phone number companies through the app. Web and “click to call”. While the channels that are most difficult for them are postal mail. Social networks and mail. Customer Service in the Health Insurance sectors and online purchase of basic necessities “With the Customer Observatorium study we deepen each year in some sectors.
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On this occasion we have focused on the sectors that we consider have been two of the most affected by the current situation: health insurance and the online purchase of premium products necessity”. Confirms Banquer. In relation to health insurance. 42.6% of those surveyed declare that they have private health insurance and of these. 56.4% have had to contact their customer service in the last year. The general assessment offered by users to health Lebanon phone number is good. With a score of 7.2 out of 10 for the service received globally and 7.12 for customer service. The usual reasons for contacting customer service were information about their services (53%). Authorizations (47%) and appointment requests (38.39%) In these contacts. The fundamental aspects to improve according to the opinion of the users are speed. Waiting times. Telephone attention and empathy. Regarding the online purchase of basic necessities.
The respondents have used this service in the last 12 months. Of them. 26.46% did it for the first time. It is a highly valued service. With an overall score of 7.9 out of 10. 27.75% of users of this service have had the need to contact customer service and have Lebanon phone number so mainly to request information about orders (28.35%). Changes and returns (27.73%) and claims and complaints ( 25.86%). The form of contact has been mainly by phone. Mail and web. Gamification to improve engagement and return: is this the future of ecommerce? The games ensure that the consumer will return on a more or less recurring basis Tags e-commerce gamification games engagement read later favorites 0 ads.
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Royal Communication Marketing and Communication Agency. 15 years innovating for brands Except for online stores that have become the go-to resource for buying all kinds of products. As has happened with Amazon for many consumers. Or that serve things that you need to buy on a recurring basis. As is the case with online supermarkets and consumers Lebanon phone number who use them as the basis of their food purchases. Online stores must face the same problem as many of the usual retail companies. For certain products. Consumers buy them occasionally and in certain segments you are not always accessing the sales space and closing purchases. It’s not that repetitive.