The client's request is that the client wants to obtain as a result, his task, which he must formulate as a goal.

The first thing is facing a psychologist-consultant - this is the lack of requests. People come with complaints, not with requests.

Of course, exceptions are. Business people coming to coaching often come with requests very competent and thoughtful. But housewives and young girls with personal questions more often come with unbearable complaints and inadequate requests. It is easier for them than to think and accurately formulate your request. "I feel bad, help!" "I have such problems ..." and "What should I do?" - These are not requests, but ravenly on pity. Answer the question "What should I do?", Not understanding that the client really wants - not worth it. "What you are bad, understandable. What you do not want - heard. And what do you want?" - As a rule, overall words sound, often in negative wording (get rid of, stop), but it is already a step forward.

For example. "What did I understand from your letter? You have a lot of problems: you're alone, you're angry with your parents, while you are talking and you are energetic. Your letter is big, but I did not understand the main thing in it: what do you want, what tasks you put. If you want to work - come up, guess, we define: what do you want. Write me, please, one, two, three of our goals. And I will tell you how I will work with you. "

At this stage, the main task of the consultant is the translation of the client's complaints in his goals and objectives.

You need to work with each request. Sometimes it is necessary to make sure that the client came to you precisely with what he says, and not with some other, outsiders for psychological consultation goals. Maybe he is just glued to you? Another non-separated version of the "empty" request is a problem in the client, which does not actually exist.

Often it is a conversation about fears. Be sure to specify how often the fear occurs, which is concerned about what it is specifically expressed and what real anxiety he brings. If it turns out that this is the fear of height, which occurs once a few years, when the girl comes on the mountain to the abyss, then, apparently, the girl is cheaper not to approach the edge of the abyss, rather than for money to work on this topic with a consultant.

Who should formulate the customer's request? - It would seem a strange question, because it seems to be obvious: your request must determine and formulate the client himself. This is his life, it is bad for him, he knows what he needs. However, not all so simple. The usual situation of the beginning of consultation is the lack of a clear request. The client is ready to describe his problem once again (problems for the problem) and look at the consultant with plaintive eyes in the hope that he understood everything and he himself says what his request himself. Option - expects treatment ... There may be an error to be an error, both formulating a request for the client and the lack of assistance to the client in choosing and formulating its request.

If the client is lazy to think and wants the consultant to work for him: makes unhappy eyes and play the position of the victim, it is not necessary for him to work on the formulation of his request, it is not necessary to support his bad habit to regret yourself and exploit others. It is good here to insist that the client defines its request itself. After a time, he talks about his problems, after a time, once again, they calmly listen and you are interested in: "I understand. And what do you want?" Answer the question "What should I do?", Not understanding that the client really wants - not worth it. To the question "What I do" the easiest answer - the question: "What do you want?"

Sometimes you can help a little, but the forms and sizes of help here are diverse, from ironic "Do you want to talk about it?" "Do you want to hug with me?" Up to more constructive: "You want me to do for you - what?" Or "What will happen to you with the present result of our consultation?"

Have patience, do not hope to always get reasonable answers. And let you not mislead the wording: "I want to change the situation, I do not know how." "There are several solutions options - I can not choose." "I know what I want to do, but I can not decide on the first step" - options for psychotherapeutic response.

Do not be fooled: It continues to rabble on pity. Listen: These are negative wording, there is only a complaint about the problem, but there is no placement of any other purpose. And the client is waiting for you for him to make his work.

If the client tries, honestly seeks a solution to the problem, but he lacks experience and qualifications to correctly analyze its situation to correctly formulate the problem and put the task - it is quite possible to help him, once inviting him those or other formulations of its possible goals, and when Yes, completely deciding for him, what is his problem, what now he needs to strive, what tasks to put and what exactly should be done. Such questions experienced consultant solves independently.

A frequent situation when the client himself does not know what to complain about, because it is ready to complain about everything. Even harder, if this family counseling, and the spouses will fall out for a consultant one after another. In this situation, if the client gives, in fact, several problems to us to choose from, the right of consultant to determine how to deal with. Landmarks for choice: what a consultant can cope with (do not care for tasks that you do not know how to solve), with which the client will cope with (take the most simple task for the client), where the result will be more apparent (close and observed, which can be monitored and on fact Which can be relying later).

In many cases, the client formulates its request and purpose, based on the myths of popular psychological literature: in case of bad relations in the team, he may be convinced that the whole thing in the manipulations of others, accordingly puts the task to learn how to confront the manipulations without noticing how much Conflict His own communication. Or, in another situation, for the situation of uncertainty, the girl immediately sees the problem of the lack of parental love in his childhood and asks to teach her to love himself, since she did not have enough of his parental love in childhood. In these cases, to follow the path of the client request - non-constructive, in such cases the task of consultation formulates a consultant as a person is more competent in such situations.

Just as the doctor decides how to treat you correctly. If you have a stomach hurts, then a specialist should determine the direction of treatment after the examination: he is a specialist, he knows.

As a rule, contact requests are deadlock: "It is important for me to understand what I want," "Why does it constantly happen to me?", "I just want to understand the situation", or "I don't understand why he does it!" The wording is not more productive, not phenomenological, but effective, behaviorals: "Help me decide which institution to do," "I want to learn how to build long-term relationships with decent men", "I want to draw conclusions, how to behave in such a future "It's a situation", "What position to me to take about my young man, if I have such plans for him, and he took the position next ..."

As with the wording of any purpose, the most important points in the request formulation usually turn out to be the positiveness of the wording, concreteness and responsibility. The faster the consultant will transfer the client from the position of the victim to the author's position, it will help somehow to formulate a specific task of consultation, the more successful things will go further.

Problems with children, with parents, quarrels in the family, low self-esteem, difficulties in making decisions, frequent dismissal, the inability to create a family - with what problems most often turn to a psychologist? What is most disturbing and worried about people? Is there any regularity? About this we asked our professional psychologists

Maria Veram

Psychologist, art therapist, business coach, webinar coach. I work individually with adults and family, couples, consult on the issue of parental relationships. Psychological consultations I spend in part in Kineshma or Skype.

Since I am a family psychologist, then most often about me are addressed to matters of marital relations or with problems in contact with the child.

If we speak more detail, then it often turns one of the spouses who wants to influence the other to change, and thus the family would have survived.

Either happens that the client cannot make a choice - stay in a family or go to another partner.

And in parental requests, the problem of disobedience of children, especially teenagers prevails. And it all starts according to: He began to lead himself so badly, it used to be quiet and calm, but now it's rude, does not answer questions, deceives. What should I do with him? How to establish communication and communication with him?

Well, many others, of course, those who worry parents and spouses in personal relationships.

Oatman Lyudmila Mikhailovna

Practical psychologist

Interesting is noticed by me by the pattern of requests.

Which waves come customers with similar requests, for example, a whole series of married couples to resolve conflicting issues.

At another time - the flow of parents with children of junior classes.

In some time, customers are collected with individual queries, such as women solely by name: Olga.

Often with such requests - it is important to conduct protocols, whatever you get confused in customers.

There was one day such a period when mammies came with heavy kids - which were to transfer to a psychiatric children's dispensary.

At this stage, men come to 40 years.

When it was even trying to keep statistics for months - this statistics are visual and surprising :).

Smelova Natalia Vladimirovna

practitioner Gestalt therapist, female psychologist, leading a female club on Tverskaya

The most frequent customer requests or what are not taught in school or in the university?

I was pleased with one of the last clients, which received express consultation from me. Her request sounded almost on professional psychological jargon: "Separation from parents is important!". And she, in principle, right!
In our field (as in any other professional associated with the help of people), there are two languages: professional and "human". So, if you formulate in professional jargon inquiries that really lie under complaints, the topics of customers are about their request to advise something, then they are most often reduced to several, in my opinion, things (one of the possible classifications):
- The man is primarily important to the "human contact", which develops his personal maturity through his awareness
- Each is important developing feedback. For many years in the field of business, social and gestalt psychology, I observe this with the necessary computer component (from skill training, to full psychotherapy)
- Each intuitively surrender to the internal transformation, accepting himself, and then in the end, still morally and psychologically "grows" over himself (the request is the personally mature perception of life and wise balanced solutions conscious).

Transactional analysts will certainly say that a person goes to them for the adoption of his "internal child", understanding the best "inner parent" and the grieving of his "inner adult". An expert on the initiations of male and female maturity, mentioned that the Checkowk goes for the initiations of inner maturity to overcome the crises of the formation of a person. My commitment to the Gestalt approach in psychology will add that the person is primarily going to improve the quality of his life (in any of the areas), through the development of new mechanisms. In the case of gestalt therapy, these are the mechanisms of awareness (4 steps of awareness, an individual experience cycle and personal contact interruption methods). From the month and will require a conscious work (weekly) one of those.

Themes are not even so important, they can sound from the client, as a relationship with mom, husband, children (or other close), complaints about relationships with them (something somewhere hurts, lame - fix self-esteem), complaints of the surrounding Peace, colleagues, work, social realization or reality or topic Separation from parents (as professionally!).

All requests, they are complaints about the client's life as a result - a mixture and helplessness (the absence of very certain skills for building relationships, family Lada, social realization or something else, since this is not taught in school) plus real ways and Unique client mechanisms become a victim of a particular situation, instead of being her owner. Only awareness makes us the owners of themselves and their lives, the unconscious patterns of behavior make us automatic personalities.

And these complaints are pouring from the client, as from the horns of abundance, while the specialist does not say soft, the stories are no longer so important, it is important to understand how you do it, an associative row (leads us to the past that the future is always tied up). One meeting is one topic, even one month - one topic (I work so) - at least 4 steps pass consistently every week within a month. What is to be realized in your request to the client?
Options: how he makes himself a victim of circumstances and how it is used to do it (an obsolete scheme of childhood), as the accompaniment is shifted for the quality of his life to the world around. Another moment: what is the power of our weaknesses and what schemes and mechanisms of behavior (patterns) are destroyed by us?

On the client's surface always only 3 complaints: on themselves, on others or on circumstances. Outflow and the illusion is in that. If we are in nature so subject to automatism (save the energy of our brain) when it seems to us that we think consciously, sometimes we really lose freedom of choice or contact with the surrounding reality (depending on our way to defend From the world), the client goes to impotence and goes for help.
Consciousness and training to this process returns internal force. Life at the same time does not change practically no, just after finding this skill, our perception is really valid for the quality more relaxed and "wise". I'm not afraid of this word. We are all looking for wisdom, we ask wisdom and go for her. Wisdom of psychology begins with understanding itself

Abakumova Svetlana Yurevna

certified analytical oriented psychologist, I work with adults individually

When is the client decides to seek help to a psychologist, the customers most often appeal to?

In my opinion, in order to apply for help, you must first recognize inside yourself what you need a specialist help. After all, we often try to solve the problem yourself until the latter. Recognizing your need for help, we recognize our vulnerability, we recognize that we are not all complaints. And this is not always recognized.

So, with what requests come customers to me?

Most often it is women who really want to be happy in all areas - within themselves, in the family, in relationships. They want to feel happiness, but there is something that does not allow them to feel this very happiness. And this is the first group of customers - in the process of work, we learn to understand ourselves, to answer the question what happiness is specifically for me and how can I come to him.

By the next group, I would attribute people who were confused. There is something around them, but they cannot exactly explain from which it is uncomfortable. They would gladly changed something in their lives, but they cannot understand what exactly needs to be changed to become good. As a rule, this client is difficult to formulate a request for therapy.

There are customers who fiercely hate themselves and want to remake, throw out "all unnecessary." They believe that as soon as they will win everything that hinders them - their life will certainly work out and everything will become wonderful. Here we work with the adoption of yourself, answer the question "Who I am". Our goal is internal harmony.

Sometimes "small" customers come. " Not in the sense that these are children, such clients can quite be adult men and women, however, for some reason, they could not grow up internally. Usually they are very naive and have a children's idea of \u200b\u200bthe world, and therefore the adult world seems to them very difficult and unimprovable. The request is connected just with this - learn to adapt in the world of people.

In general, it comes out that I work with the resolution of internal conflicts and the adoption by the person himself. Approximately with such topics and customers come to me.

Shabshin Ilya Iosifovich

Individual and family counseling, I work with adults

Here is how about the most frequent requests for my customers:

"We have everything more often with my husband, all the sharper conflicts, quarrels. We would divorce if not children. Is it possible to improve the situation? "

"I found that my husband had a mistress. I do not know what to do. Divorce? Drive it out? Forgive? "

"I am a lover of a married man. He does not like his wife, and loves me. But he does not divorce with her, and I want a family, children. What should I do?"

"I have different ailments: then pain in the heart of the heart, then migraine, then the stomach hurts. I passed all surveys, doctors say that I am healthy and advised to go to a psychologist. "

"I'm alone; I want to love, I want a family, but nothing happens, love relationships do not fold .. not destiny? "

"Girls want to be friends with me, but no more. It is very disappointing, I feel defective. Why is this happening? What should I do?"

"I have problems with an erection. Either it is not at all, or it leaves during sex. I already wait in advance with anxiety, and suddenly "I can't" again. What to do?"

"We had an attraction with my wife with my wife. We communicate well, but there is no sexual desire. Is it fixable? "

"I do not cope with my emotions. I can instantly "explode", talking. He worry hard and long, scrolling over a thousand times in the head of the scene from the past. I wake myself and ashamed. I guess I do not like myself. With this you can do something? "

"I do not know how to defend my point of view, my own interests ... I'm not sure of myself. Is it fixable? "

Khalikova Maria Nikolaevna

Practical psychologist leading personal growth training, existential psychotherapist, dance and motor therapist, multimodal therapy creativity .. I work with adults and in the group. Possible work with parents and children

In my practice, queries from customers associated with the theme of relations prevail. First of all, this is a relationship in a pair, relations with children, relationships with dampers, there are also requests for relations at work with colleagues. I think the theme of the relationship with the red thread passes through our entire life. Through contact with others, we will know better and understand yourself. And when it becomes difficult to make it yourself, there is a need to attribute this topic to psychological advice or psychotherapy.

It is pleased that today the picture of the understanding of the essence of psychological assistance in most people has changed. More clients come who want to get a board or a "recipe of happiness", and more and more people who want to come to awareness, understand themselves and others, to discover their meanings and important needs. It all helps them better understand how to deploy the carpet of your life most desired for itself. And this is me, like a psychotherapist, can not but rejoice, because it is not possible to live the life of another and understand what is better for him. It is possible only to help him realize that for him the chapter and what kind of relationship he is looking for.

Among the most difficult topics in working with relationships, it is probably the topic of the proximity and theme of feelings. How to meet closeness, to be in it, how to detect and express your feelings, how to do with the feelings of another in contact - these are all difficult and deep tasks with which customers are found in the treatment of relationships, and pass through them it happens just just. And here I see my main job, to give the client this experience, be with him in the presence and adoption, so that the person can then take into his real life.

Among the appeals about psychological assistance to children, customers also became a lot of awareness. Now parents, leading a child to a consultation, are increasingly asked "what's wrong with me? How should we change our relationship with the child so that he has been ledge?". And it becomes less and less those that comes with the sending "My child is bad, and everything is in order with me, so I could find it" or "a child broke, read it, please, you are a specialist." Parents are aware of what perhaps they somehow did not build a relationship with their child, or incorrectly shook the strategy of his upbringing. But while it is still difficult for them to share accomplishments with the child for their joint relationship, there is no understanding as a parent can really "help the child to become an adult", gradually helping him grow psychologically and more and more turn to his own supports. And so far, it is difficult for parents to understand that often the psychological problems of the child is the reflection of the problems of the entire family system. And the child can take a lot of the family to take over and help in such a family to worry about it.

Among the queries from parents is the complexity of adolescence, a loss of a child of interest in school, to study, to life, complexity in relationships with brothers and sisters, helping the child to stay parents. And that they are especially inspired that queries associated with symptoms began to appear. This suggests that most parents change attitudes towards diseases, an understanding that the psyche and body come are not two separately existing substances, and closely related natural data, and the treatment of the soul helps the healing of the body and vice versa.

Borisenkova Polina Alexandrovna

Psychologist-consultant, coach, working with adults, it is possible both full-time and online advice, I conduct coaching games

Most often, customers begin a conversation from words: "I find it difficult to formulate what I want" or "I find it difficult to understand what my difficulties are." Since I work in the field of professional self-determination, then my goal is to help from these formulations to go to the discussion of specific tasks: a change of work, search for new activities, self-realization options, career opportunities, etc. But initially people can come with such requests as:

1. I do not know what direction move on

2. I do not get pleasure from what I do

3. I understand that I do not develop at this place, although the objective conditions are arranged

4. I want to change the activity

5. I feel that I do something wrong

6. All life is swimming for the flow

Loginova Olga Iosifovna

Family psychologist, specialist in the Erickson hypnosis and Ericson therapy, art therapist. Book author: Loginova O.I. Art therapy. Therapeutic Figure (2019). The author of metaphorical cards: "Metaphoric photographs in family counseling. Guide" (2015) and "Magic World of Associations. Metaphorical Maps. Guide" (2017)

"How often do fears arise before the first appeal to the psychologist.
"Will I not look ridiculous, stupid to a psychologist or psychotherapist? Really something is wrong with me, if I can't cope with my problem?" Such thoughts are often among the people who first appealing to the psychologist.

And, of course, just so people do not turn to a psychologist.
The first consultation happens seemingly very simple requests. It's like checking yourself, a psychologist. The definition for yourself like or does not like a psychologist. Is it possible to trust or not, can a psychologist understand whether he sympathizes, etc. And as the confidence occurs, the questions become more frank, and the requests are deepest. And only then the true deep work begins.

What questions come to a psychologist. I can only rely on your own experience of a practitioner of a family psychologist.

In the foreground there are questions related to family relationships ( treason partner / partners). And the question sounds like this: "Why did he do it? How can I trust after that? I loved him so much, we have been together for 10-20 years."

"We have tomorrow divorce, help keep marriage. "Unfortunately, it is difficult to do something already in this situation. The only thing that the spouses have common children, help them to stay at least friends, and not enemies.

The following group of requests is standing conflicts in the family, the problem with relatives (mother-in-law, mother-in-law, brothers and sisters).

Jealousy - Here, perhaps, frequent requests in my practice.

The one who jealous and whom is jealous.

One of the frequent requests is connected with alcoholism of someone from loved ones.

Here you can talk about the co-dependent relationship between a person who came to consult and drinking man.

Frequent requests are associated with solitude, loss of the meaning of life, the difficulties of interaction with the surrounding people, the inability to find their half.

And very often turn with their fear, anxiety, inability to relax.
Of course, there are many other questions that have to be discussed with customers, they can be very unusual, to deal with their past, which was in early childhood, where psychosomatic manifestations originate.
Someone wants to be in a state of hypnotic sleep, etc.
There are no answers to all questions, not everything can be resolved for a number of reasons, and sometimes you have to deny a person, because I do not care about it, like a psychologist, sometimes I have to offer a person to visit a psychiatrist.
But in any case, for a person who visited the psychologist, psychotherapist is an important step towards the search path. best solutionsTo search for your internal resources, it is a step towards personal growth, this is a new round in its own development.

Aleky Alexey Mikhailovich

Psychologist, teacher of psychology.

The modern rhythm of life is a kind of massive race with obstacles, a person all the time say: "We need," and "must", the standard set: Success (career), beauty (sexuality), fame - here are the behavioral attitudes of young people of recent years, otherwise why Do they want to seek such a persistence?! Everyone is served as if without this, a person ceases to be a full-fledged person, to be himself, just himself - to mean being not fashionable, not successful, not attractive! The main goal is to get into the TV, it does not matter in what capacity: sing, play, dance - the main thing to get, and the rest of the technology. The real life, arranged differently, here and begins the tragedy of the majority when a young man or a girl grows, changes, whereas his inner world remains at the same level (fame, work out for years, and not one day). As a result, the conflict of internal and external comes, you can deceive yourself, the mirror - never! Interest in you gradually falls, yesterday's fans, grew up!

Preobrazhenskaya Maria Sergeevna

Individual and group work with dependent and co-dependent approaches; Naractive practices, arthetert.

And what should I do now?

Kudryashova Alla Albertovna

Psychologist. Analytical orientation. Resolution of life problems. Questions of psychology. Support. Adaptation. Depressive states: chronic fatigue, boredom, loss of meaning in life; Loneliness and search for a partner; Having learned the essence of our nature, the truth of yourself, we can be implemented.

Questions, the problems with which they also appeal to me, very, very different. Often it is discomfort, misunderstanding what is happening, despite the efforts to be happy. The desire to find your place in life, establish relationships with loved ones. Come on the outbreak of wrath, insomnia, depressive states. Come - who have a test and injuries remained unrequited cargo. Who wants to emotionally grow up. Live separation with parents. Just who feels unhappy, despite material wealth. And, perhaps, they come to me, people who want to feel alive.

It's no secret that modern users of the Internet are smart, packaged in technologies and pathologically disretened to brands - the market offers too much selection of products and companies for any consumer "loyalty".

This may seem like a catastrophe of any novice Internet entrepreneur. But with competent business management, a tough competitive environment is an excellent opportunity to expand the classic customer service solutions and stand out from the crowd.

Surprisingly, the majority of online stores are still neglecting this opportunity. As a result, many consumers remain dissatisfied. The numbers shock: only 1% of buyers can confirm that their expectations were justified.

Want to win the battle for the market? Take the obligation to work with the audience in 24/7 mode, use personalization and an individual approach.

Why is customer service so important for Ecommerce?

It's no secret that today's online stores offer many a variety of products, and new resources open every day, more and more filling the market.

Simply put, the modern Internet reminds the jungle, which means that visitors are lost among a huge number of names, opportunities and options. What is the problem? The commitment of buyers to certain brands today is more than ever. Even well-known companies cannot hold the client on one name alone, although they previously did it successfully (at least it was thought).

It is worth aware of the following: the most successful companies are constantly upgraded by their client service strategies, and visitors require instant satisfaction of their queries 24/7. Modern competition is very cruel, and customer expectations have never been so great.

Problems arising from bad service is much deeper than it seems at first glance. The last study Forrester showed that the poor work of the client service has a huge impact on the income of the online store - 45% of American Internet users will refuse to buy if their questions do not find an immediate response, and fears are not allowed in the shortest possible time.

One of this figure should be enough to motivate you to optimize a support.

And now inhale deeper, you are waiting for shock information - with an insufficient service level, 91% of visitors will leave the resource and will never want to acquire anything among this company.

The importance of communication

ATG Global Consumer Trend Study has shown that 90% of online store visitors consider online chat useful, and surveys conducted by Emarketer.com say that 63% of visitors will return to the website that offers live consultation in real time.

Chat raises business profit due to the fact that it helps to solve customer problems, responding to their requests quickly and efficiently. Users who communicated with the support service with the help of a chat have a higher level of satisfaction than using any other channel interaction channel with a support.

Statistics show that live chat users spend about 55% more than those who do not do it.

Corresponding efforts on user experience, loyalty and ROI

All marketers are familiar with the strategy, according to which companies are desirable to create a "wow effect" and delight their customers with each interaction. Supporters of this strategy insist that people blinded by "steep" branding will create a layal and interested clients.

Unfortunately, everything is not so simple. A recent study conducted by the journalists Harvard Business Review showed that the client service often only scares people instead of increasing their loyalty. And this means one thing - the support service must not so much to create a "wow effect", how much to prevent the outflow of buyers.

Visitors online shopping do not expect any special service - customer satisfaction depends only on whether you managed to create good impression With the first purchase, and then the level of satisfaction will be approximately at the same level.

In the above-mentioned study, Harvard Business Review, it was suggested that focusing efforts on the need to hit the user with each interaction can be a counterproductive strategy, especially if your business is not yet able to provide minimal obligations, such as delivery of goods on time.

In this case, it is much better to focus on your statements and the final result, and then, optimizing the resources, to create a "WOW" -EFECT.

"We apply to the expectations of our customers." Thus thinks 80% of managers and top managers, but only 8% of customers agree with this statement.

Want to take care of your consumers and get the best results with minimal cost? This is what you need to focus your efforts:

Find out the target audience. You must have a clear understanding of what the target group needs to meet their expectations. Remember that people first of all want mutual understanding on their questions.

Simplify the interaction with the resource. The development of your online store should be aimed at simplifying the purchase process and interaction with the resource as a whole.

Decide problems instantly. Understanding the needs of the audience and analyzing the actions of visitors, you can detect errors or difficulties, thereby preventing recurring client requests.

How to create a service strategy?

Eliminate difficulties and obstacles on the site. If you want to improve the conversion and increase the trust in the brand, emphasize your strategy to improve usability. It has been established that 96% of customers who spend a lot of effort to buy goods (for example, fill a bunch of fields or long wait for payment confirmation), ultimately be less loyal, even if they like the products purchased from you.

Improve interpersonal skills. According to marketers, 24% of repeated requests from customers arise due to banal human misunderstanding between them and shop representatives. Improve the skills of communication and communication, it will stop the outflow of customers and will reduce costs.

Constantly collect client reviews. It is necessary to continuously monitor the dialogues between customers and support services to collect operational information about the difficulties of buyers. This can significantly reduce the number of requests for support service.

Collect information about competitors. Make sure your strategy includes the analysis of ideas and solutions of competitors. So you can strengthen the proposal by expanding the range, cross-sales, pricing policy optimization or discount system.

Measuring the success of your client service strategy

When evaluating the effectiveness of the support, pay attention to the following:

The outflow of buyers. This indicator is key in assessing loyalty and confidence of your customers.

Determination of popular directions. Pay attention to what categories of goods cause most requests to support support - this indicator means high product popularity.

Response time. The parameter has a big impact on the user experience. According to studies, 71% of customers are waiting for the beginning of the session in the online chat for no more than five minutes, and then 48% of waiting close the site.

Solving the problem at the first request. 84% of customers want their problem to be solved immediately, when you first contact the support service. Vital for any Ecommerce site becomes a quick and high-quality solution of user requests.

Fast troubleshooting. Collect feedback and constantly optimize the work of the online store. The company must prevent the repetition of similar problems.

The complexity of using the site. The parameter will understand how loyal to you the client base is. Above we found that the more effort the visitor spends on a purchase, the worse his impressions and less chances for his re-return.

Evaluate the work of support staff. Ask your customers on the scale to evaluate the work of the support service, and make a survey not only with a shared score, but also with the parameters like "Response Speed", "Accuracy and Completeness of Replies", and so on.

Ability to recommend friends. Ask buyers how it is likely that they will recommend your friends and familiar your brand this indicator will give valuable information about the degree of customer satisfaction.

Conclusion

In the end, it is important to remember that people just want their expectations to be justified without annoying delays or problems on the part of the online store.

Constantly optimize customer service strategy to simplify the use of a resource, improve customer experience and level of buyers' loyalty.

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