Retailers integrating with AutoBuzz to automate customer communication between order and handover can improve their customer satisfaction scores by almost two-thirds (58%), a new piece of research into customer data from AutoComms Solutions has revealed.
The tech firm has assessed a group of customers buying a variety of models across a number of locations and tracked their engagement levels from order point to near handover.
The data showed that 58% of customers who were on a negative trajectory during order to handover were diverted to active as a result of personalised content shared during this period of time.
AutoBuzz tracks and categorises customers based on their engagement with personalised content delivered during the order to handover gap, and customers are either ‘vulnerable’ or ‘active’. Vulnerable customers are the ones most likely to provide a negative score at handover.
The data showed that 58% of customers who were on a negative trajectory during order to handover were diverted to active as a result of personalised content shared during this period of time.
Data also shows that one in five active customers go on to purchase additional products and services, meaning customers who are encouraged from a negative to positive buying experience are not only providing more positive feedback, they are also spending more money and increasing their value to the retailer.
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