They are going to reach out to you. Be available across channel. Right? Don’t make it so like, “I gotta go email you,” because nobody really trusts that you’re going to get back to them in a timely fashion. Be available in real time channels, like chat, the voice channel. Right? And if they’re going to go to social media and rip on you because you’re not giving them information, be there to answer their call there.
Now when your agents then are engaged
with them, let’s make sure they have the data because that’s the worst thing that can happen for a poor agent is, “Now I’m dealing with this very frustrated customer who’s asking about the flowers, the food, the cake,” whatever it is that they’ve ordered from you, and you don’t have the answers. And so you’re sitting there going, “I wish I could help you, but I don’t know where your order is.” Right? But here’s where the brands that are going to separate themselves from the rest of the pack are the ones who are proactive. The ones that reach out to you to keep you abreast of where your order is. So you don’t have to come to me. I’m sending you text alerts, I’m sending you emails, right? I’m letting you know where your order is. And then if there is any change in that, I’m czech republic phone number list also letting you know, to let you know that you can make a change. Let me give you a really quick story. Went out and ordered a ton of groceries from a delivery provider and at noon that day, I got an alert that your shopping cart is being packed. I’m like, awesome. Right? Food’s coming. I’m super excited. Five hours later, still no delivery. I go into a panic.
We were running pretty low
on some supplies. I went to another provider and bought groceries. At 10 o’clock at night, that original grocer delivered. X because the other person also fulfilled their order. So I went from being really worried about food supply to now I’m sitting on so much food that I’m kind of worried that I’m taking away from the overall supply chain and I’ve got stuff that’s going to spoil. And so if you had just kept me posted as to where my stuff was, day one with that original order, I never would have gone out and doubled my spend unnecessarily so –
Gabe Larsen: (13:09)
You went to a competitor, right? Or went to another person, right? When which is even more prevalent among it comes to your experience and your betting email list value. Do you feel like, you guys, that there is best practice when it comes to communication? What is too little right now and what’s too much? I mean, it sounds like Vikas, you experienced too little. Is it more [inaudible] does it pick up during and then once it’s delivering? Any tactical recommendations there?