TOONIMO'S BLOG
Read the latest on user experience, user training and onboarding from members, partners and experts.

How to Offer Better Customer Service With Fewer Customer Service Requests

Written by Toonimo | Feb 26, 2015


Better_Service_large

The internet is a very impersonal space. Sometimes being able to talk to your potential customers is all you need to distinguish yourself from the competition and increase customer satisfaction. Whether you are online or off-line interaction and guidance helps customers to feel knowledgeable and at ease, which increases the likelihood of a sale. Talking to and interacting with your website visitors can be a reality with real time chat and audiovisual site guides.

Statistics show that 42% of US customers will abandon their online transaction if they do not feel as though their issues are being addressed in a timely manner.

Further, 70% of buying experiences are based upon a customer’s experience and how they feel they are being treated.

For the optimal online customer service experience, you want to make sure you are providing personalized assistance to your users to address their questions and help them find what they are looking for. Otherwise, you might be failing to offer the value that customers expect and need to complete a transaction.

Live Chat


Real-time live chat features provide one-on-one customer service assistance to your site visitors. People love to be able to browse a website and have access to someone that can immediately answer questions as they come up. Live chat is great for increasing engagement and improving the customer experience but it does require staffing and training expenses and this is where personalized guidance comes in.

Personalized Guidance


A personalized guidance platform can reduce the resources needed for customer support inquiries because it encourages self service and eliminates much of the need for users to speak with a live representative. Based on user characteristics, behavioral cues and page variables, personalized onsite guidance can deliver tailored scripts with directed messages that will assist site visitors to navigate your site and find what they are looking for. An intuitive navigation will present relevant information to your consumers to keep them directed and conversion-focused, reducing the need for live customer support.

With personalized guidance you communicate with the user before they need to reach out to customer support.

Such a system will:

  • Increase engagement

  • Increase site retention

  • Encourage self service

  • Reduce customer service requests

  • Enhance user experience

  • Direct calls to action

  • Improve conversion rates

  • Increase sales and revenues


The nice thing about an onsite guidance platform like Toonimo, is that you have the option of audio and animated elements to help deliver your targeted messaging, enhancing the personal feel of your user experience. Studies show that visual images are more distinctive and elicit a more memorable brain response when matched with a second sense, particularly sound.

Your message will have a greater impact and create a more memorable user experience when you add in a sensory or interactive marketing element such as sound or animation.  Your user will feel like you are “talking” to him and engaging in a conversation.  A life-like voice or animation guiding your audience will create a sense of trust and ease since it adds an almost human element to an otherwise digital sales experience.

Want to provide excellent customer support without needing a round-the-clock support team? A personalized guidance system provides the individualized service value you want to offer your customers while reducing staffing costs required for live chat or phone inquiries.