In a world of instant disputes, a swift response is a must. Solvpath’s quick and user-friendly support technology gets you in front of your customers faster—and with highly relevant answers, that’s proven to reduce chargebacks.
The impact, quick and effective customer support has on the consumer experience can’t be overstated.
According to getfeedback.com, nearly 90% of customers get frustrated if their problems aren’t resolved by the first point of contact. This means that speedy customer support is only half the battle in avoiding the kind of frustration that leads to chargebacks. Customers don’t just want quick responses; they want intelligent ones.
We now exist in a world where it’s easier than ever for customers to dispute charges. According to creditcards.com, eight out of the country’s top 11 issuing banks allow cardholders to dispute purchases with a click of a button. With upwards of 90% of disputes from banks occurring through self-service technology, it’s clear that the system for responding to disputes should be equally as fast and simple to use.
Simply put, to avoid chargebacks, you need a self-service option, too.
Self-service is already customers’ preferred means of resolving support issues. According to Zendesk, 67 percent of customers would rather use self-serve than speak to a live representative.
Fortunately, self-service support technology capable of addressing complex inquiries already exists. Solvpath’s technology has been delivering streamlined and satisfying experiences for consumers and executing great performance for merchants . And after handling over 300,000 successful customer support requests, Solvpath has seen marked reductions in chargebacks: upwards of 30 percent.
What makes the difference in chargebacks for Solvpath is its ability to process dozens of data-points to refine what the consumer sees next—adjusting the support funnel toward ways of satisfying the customer’s specific needs. Solvpath’s intelligent automation generates insight into potential problems, allowing it not only to get in front of issues with speed, but also with the kind of targeted responses that customers feel their issues have been heard and answered correctly.
The evidence points to a direct correlation between data and response speed on the one hand and chargebacks on the other. The bottom line for ecommerce merchants is that avoiding a negative outcome comes down not only to how quickly you respond to a problem, but to how well you understand who your customer is and where they are in their sales journey.
Are you offering intelligent, self-serve support to your customers?
About Solvpath
Based in New York but operating globally, Solvpath reassigns your incoming ecommerce customer support requests—to an easy-to-use, self-serve visual resolution. With Solvpath’s support technology, your customers can address a range of issues the way they prefer: on their own, quickly and reliably.
For more information, please visit https://solvpath.com/
