People, Structures & Systems
According to market research firm IDC, companies lose 20 to 30% in revenue every year due to inefficiencies¹. This could be inefficiencies in the systems and software they are using, or within the actual business itself. Jeremy Wilson from Practicology met with us for episode one of our podcast, Everything eCommerce, and we discussed the fundamentals for growth online. Jeremy maintained that the three fundamental areas to address when wanting to grow your business are people, structures and systems.
We touched on the importance of hiring the right people on our last blog post, but this is one of the most crucial things you can do. At The Chat Shop, we take an aptitude and attitude approach to hiring so we can create the right team to grow with us. Understanding the company culture and the brand message is absolutely vital in order for your company to function, so ensuring you are hiring the right people who are fundamentally suited to the job and skilling them up from there is a great way to go about this.
Training is also a crucial aspect of this process. After hiring our live chat agents, they go through at least 100 hours of paid training before going live, and then they have a rigorous QA and personal development plan in place to keep them learning and improving. Taking this approach to the people in your business ensures that the right people are where they should be and that they have all of the skills and knowledge they need. If you’d like to read more about our agents, check it out here.
One of the things Jeremy mentioned in our podcast was the importance of getting the structure right for your business. He discussed the fact that when a business has been around for a while, sometimes roles start to appear that aren’t necessarily helpful to growth, so it’s crucial to make sure that everyone has a job that they are suited and trained for, and that the job they are doing is of most benefit for the business. If not, then it may be time to think about redefining some of the roles within your company. Getting the hierarchy is also key, making sure that everyone has the support they need, whether that is as a manager or an assistant.
Sometimes the problem lies within the software and processes you are using to run your business, so it may be time to check that CRM system and make sure it’s still doing everything you need it to do efficiently. Live chat is another great tool to kickstart your conversion and customer satisfaction. Emarketer discovered that 63% of customers were more likely to return to a website that offers live chat ², so why did only 17% of companies say they were planning to add live chat in 2018?³ Staying ahead of the curve by implementing live chat is a great way to offer brilliant customer service.
Live chat is growing in popularity, and customers are now starting to expect this on a website. Anyone can buy live chat software, but running it takes a lot more work. Using our native English chat agents, we’re able to take the pressure off running chat and allow you to focus on what you do best. Live chat works brilliantly for customer service, but with sales and lead generation, we see an average 50% increase in conversion, which makes the world of difference when trying to grow your business.
So when it comes to supercharging your eCommerce growth, people, structures and systems fall under the fundamentals. Look at your employees, the structures you have currently in place, and which systems are working or not. And if you’re looking for a way to give your conversions a major boost, consider adding live chat to your website.
Read more about how our managed live chat service here.
Watch the full podcast with Jeremy Wilson here.