Customer Support Services
Are you looking to improve your online retail conversion rates and convert more visitors into customers? Are you looking to reduce your call center cost while still providing your customers instant access to Live Help?
We can help. Try our 24/7 Online Chat and Email Customer Support Services.
Hanu provides high-quality, end-to-end Customer Support Services (CSS) to online retailers through the use of inbound and outbound non-voice channels such as online chat and email. Our offshore Customer Support Services help online retailers retain valuable customers and acquire new customers. To improve personal service and order completions, Hanu’s experienced team delivers customer support, sales support, checkout support, order management, technical support, and new customer onboarding on a 24/7/365 basis.
Challenges for Online Retailers
In today’s online shopping industry, consumers expect immediate answers for any question they may have during the purchasing process. Unfortunately, traditional telephonic customer support continues to bear long wait times and often discourages consumers from completing a purchase if this is their only support option. This leads to the startling statistics that:
- 57% of consumers are very likely to abandon their online purchase if they cannot find a quick answer to their questions (Forrester Research, 2009).
- 36%-40% of online consumers shop after standard telephonic customer service hours – further outdating phone support.
- 48% of online shoppers claim that they would likely buy more if there was an opportunity for personal service, forcing retailers to engage in alternative customer support options.
What can Hanu do for you?
Hanu delivers 24x7 online chat support services that increase online retailers’ conversion rates by speeding up the response time to customer inquiries.
Our solution is real-time proactive and reactive online chat support. Hanu’s online chat support bridges the gap between web self-service and phone interactions. The service decreases shopping cart abandonment by having live chat operators assist customers through the purchase process, with the ability to proactively engage potential customers. The benefits of our online chat support include:
- Multi-channel use, including e-commerce websites, email marketing, online advertisements, and social media
- 24/7/365 availability
- More cost-effective than a call center, as customer service representatives can handle 3-5 customers at a time through online chat
- Shorter response time – from minutes to seconds
- Faster first-time resolution
- Increases prospect-to-customer (P2C) conversion rates dramatically
- Can provide support in several languages, including English, German, French, and Spanish
- Provides valuable insights to customer behavior and trends
- Increases customer loyalty through direct and interactive communication
- Easy to monitor for quality assurance
The Hanu Advantage
By outsourcing your Online Chat and Email Customer Support Services to Hanu, you’ll realize the benefits of our expertise and efficiency:
- “Instant-on”, follow-the-sun Global Service Delivery
- More “guaranteed” value, in addition to regular cost savings
- Fastest Go-Live with minimal upfront investment
- Continuous Process Improvements and Increasing Value Additions – suggestions on automating the process using software tools
- Access to world-class infrastructure and the ever-growing “customized” talent pool through strategic sourcing
- Trusted & industry renowned chat tool partner to ensure near-100% uptime and functionality support
- Dedicated process associates with fast scale-up/scale-down capability
Next Step
To learn how our 24x7 Online Chat and Email Customer Support Services can help grow your business, please fill out the Contact Us form or contact:
Taran Bedi (609) 945-3595 TBedi@HanuSoftware.com
Hanu Software has offices in the United States (New Jersey, Virginia, California and Massachusetts), United Kingdom, and India.
