Have you ever felt bad after interacting with a business or organization? It is almost certain that you would never return to that organization or have any dealings with them in the future.
Such is the importance of engendering a positive customer experience every time a customer interacts with your brand.
As a business owner or manager, you do not have control over the feelings of your customers, but you definitely have a lot to do concerning how they feel after interacting with your brand.
There is actually no one-size-fits-all solution when it comes to getting your customers happy about your offers, though different solutions have been developed to help businesses improve their relationship with customers.
One such solution comes under our radar for review today. We will be addressing Acquire.io in this review, highlighting the features, benefits, and other necessary information to help you decide if it is a great fit for your business.
Since we have our discussion centered on improving customer experience, it’s only logical that we begin with the basic understanding of what customer experience is.
The main topics covered in our review on Acquire.io include:
- What is Customer Experience and How Can a Business Organization Improve Its Customer Experience?
- Overview of Acquire.io
- The Main Features of Acquire.io
- 10 Powerful Reasons to Use Acquire.io
- Pricing Plans of Acquire.io
- Pros and Cons of Acquire.io
- Conclusion
What is Customer Experience and How Can a Business Organization Improve Its Customer Experience?
Customer experience is defined as a long-lasting impression that a customer has from dealing with a business organization across the different stages of the customer’s journey.
A customer’s experience can be broadly categorized into the positive (good) and negative (bad) customer experience. A positive experience means that the individual’s experience matches their expectations while a negative experience leaves distaste in the mouth of the individual. Positive customer experience leads to happy customers and more revenue for the business organization.
Customers’ interaction with businesses may be direct or indirect. This may include the purchase of products from the company, use of the business’ website, interaction with sales, support or after-sales services.
Customer experience can be effectively managed by a company to ensure that customers are always left with positive impressions after dealing with your organization.
Here are some basic ways that organizations can work on improving customer experience:
Identify different touch-points in the course of a customer’s journey with your organization. These touch-points include marketing, sales, website, customer support, and after-sales services.
Establish positive connections with your customers across all identified touch-points.
Provide information and educational resources to help improve customer knowledge about your brand and associated services.
Create systems to capture data while communicating with your customers.
Acquire.io is a great tool for improving your customer experience across the marketing, sales and customer service touch-points, and this review offers detailed insights on its benefits to your business.
Overview of Acquire.io
Acquire.io is easy-to-use live chat software that empowers marketing, sales and customer support personnel in improving interactions with new and existing customers. The live chat software runs on a user’s website which can be accessed through the customer’s browser.
Sales and customer support staff of a company will find Acquire live chat easy for managing discussions with customers. With its multi-channel customer communication support, Acquire gives users more than one way of creating the positive customer experience.
Acquire.io offers rich features and benefits to business organizations that take customer communications very seriously. The following are the basic features that come with each package of the live chat software.
The Main Features of Acquire.io
1. Acquire.io Multi-channel Customer Communication
The live chat provides excellent support for customers irrespective of the time or location.
Tools that offer multi-channel communication support like instant file sharing, speech-recognition, live call recording and call center support are all present in Acquire.io live chat.
Calls are automatically assigned to available call center agents to provide instant customer support. The one-way video support makes it possible for only users to see the advisor while communication is ongoing.
Chats and calls can also be tracked, including visitors’ full chat history and detailed analytical reports.
2. Acquire.io Co-browsing
This feature offers a browser-based solution enabling customer support agents to provide real-time responses to customers. Agents can jointly view and navigate through the customer’s screen to help in identifying issues with a view to instant resolution.
Customers enjoy end-to-end support through highly interactive sessions with customer support agents. The co-browsing features offer 3 different methods of communicating:
I. On chat co-browsing – Makes customer support very effective by delivering co-browsing benefits during live chat sessions through the use of visually-engaging video tools.
II. On phone co-browsing – Agents are able to instantly view the caller’s screen to help in identifying and resolving issues.
III. Contact base co-browsing – Your customers are provided with unique ID codes to enable agents to initiate co-browsing sessions with them.
3. Video and voice calls
Marketing, sales, and customer support agents have the ability to initiate video and voice calls with web and mobile app users. These calls are initiated from the agent’s dashboard and allow for the recording of online conversations of video and audio calls across different platforms and devices.
4. Chat analysis
Acquire.io chat analytics enable agents to better serve customers from obtained insights. Teams can be monitored to access their performances and set goals through the live monitoring dashboard.
Customer happiness and satisfaction can be measured along with key chat metrics like average response time and handle time. Messages can be identified and accessed to help with tests and reports optimization.
Acquire.io analytics provide businesses with tools to evaluate their team’s ROI and performance by tracking the open, click and response time. The stats of chatbox, number of questions that chatbot struggle to answer, and the number of chats that were converted into sales sign-up can also be measured through the analytics.
5. Smart suggestions
Smart messages are contextual customer-based messages that meet some predefined conditions. They help in accelerating the sales process by delivering target-based messages to customers.
Tailored group messages can also be sent to different customers across your website and mobile platforms.
6. Flexible pricing plans
There are 3 pricing plans suited to the needs and budget of businesses. The Acquire pricing plans are discussed in detail under the Pricing Plans section.
In case you’re wondering how all these features benefit your business, here are important reasons to use Acquire.io.
10 Powerful Reasons to Use Acquire.io
1. Designed to Deliver Instant Customer Support
The developers of Acquire live chat software designed and created this amazing tool to enable instant communication between the sales/customer support personnel and their customers.
Video and voice calls provide instant access that goes beyond browser chat, enabling communication on the go. Your customers are assured round the clock, instant communication channels with your company’s agents.
2. Reduce Customer Bounce Rate
The on-screen assistance from the live chat software is helpful for interacting with customers during the purchase process.
Businesses can reduce the number of customers that abandon carts by providing needed information through real-time on-screen assistance. This will reduce bounce rate translation to more purchases by customers and higher revenue earning for your business.
3. Customer Support Collaboration with Customers
Co-browsing support on the live chat allows company agents to view chats and screens of customers enabling faster complaints resolution.
Through the co-browsing, there is a collaboration between agents and customers which fosters a deeper understanding and better working relationships.
4. Real-time Language Translation
So you have a business that has non-English speaking customers or the global market. The language barrier becomes a thing of the past with Acquire.io multi-language support through its real-time language translation.
That means a French-speaking customer can effectively communicate with your brand even if your native language is English.
5. AI-Powered ChatBots to the Rescue
The chatbots effectively resolve more than 80% of your customers’ queries if programmed right. The chatbots were created with powerful AI and machine learning algorithms in offering smart responses to frequently asked queries by your customers.
With the chatbots responding to basic queries from your customers and company agents are better positioned to respond to more complicated issues raised by customers.
6. Improve Customer Experience From Report-generated Insights
Acquire’s tracking and monitoring tools provide you with details and insights into customer interactions and Information to better structure chat sessions for improving customer experience. Team goals and performances against these goals can be evaluated and improved upon.
The live chat goes as far as helping you measure customer happiness and conversion, average response and handling time.
7. Great Support Features on Live Chat
There are different support features and tools that enable smart delivery of personalized support to your customers. On-screen chat allows for real-time engagement and queries response of customers.
Agents are provided with instant access to updated customer profiles, to assist in providing relevant solutions and answers to queries.
8. Built on Behavior-based Customer Algorithm
This is a tool that helps businesses interact with customers at a personalized level, providing solutions that meet their unique requests. The behavior-based algorithm ensures that customer data from chat history are properly analyzed and interpreted for improved customer support.
9. No Third-Party Software Extension Needed for Making Calls
Agents can initiate and respond to customers’ video and voice calls through the live chat software. Also, recording of the calls on different devices is possible without adding any browser extension to the live chat.
10. An All-in-one Tool For Call Center Operation
You can give it to the Acquire.io live chat for featuring every required tool to run a call center.
If your interest has been piqued by the details provided in this review, you may also want to know the available pricing plans of Acquire.io.
Pricing Plans of Acquire.io
The 3 different pricing plans offered by Acquire.io are designed to suit any business’ needs, size and budget.
I. Basic Plan – Best suited for small businesses and startups selling for $300 a month including $40 a month per agent.
The basic plan includes features like live and video chats, customer profiles, basic analytics, routing and integrations, screen sharing, sales bots, multi-language support, chat SDK, voice calls and proactive messaging.
II. Pro Plan – Ideal for growing and medium-sized businesses with more demands for functionalities and features. This plan sells for $950 a month plus $50 monthly per agent.
The pro plan includes all features of the basic plan including the smart bot, co-browsing, sales-force, recordings, knowledgebase, intelligent routing, auto suggestions, team analytics, social media integration, and co-browsing identity.
III. Enterprise Plan – This is a plan that is best suited for large organizations and enterprises. The price is subject to the individual needs of the organization and can be obtained directly from the company.
This is the point where we hit a climax on our review of Acquire.io, with its advantages and disadvantages to help you arrive at an objective conclusion.
Pros and Cons of Acquire.io
Pros of Acquire.io
- A great live chat tool that allows company agents to engage customers through Omni-channel customer communication
- Collaborate with your customers to effectively resolve complaints through the co-browsing tools
- Behavior-based customer algorithms to facilitate personalized solutions and responses to customers’ queries.
- Flexible pricing plans designed based on needs, budget and size of companies.
Cons of Acquire.io
- The live chat billing sometimes is pretty high when compared to other products within the same niche.
- Acquire.io does not offer any free trial on its software
Conclusion
Customer experience is the lasting impression that a customer has after interacting with your brand through the course of their relationship. It could produce a positive or negative effect depending on how the customer’s expectations are addressed.
Marketing, sales and customer support are touch-points that provide business interactions with the customers.
Acquire.io is live chat software that helps businesses manage all interactions with their customers in the marketing and sales touch-points.
The software comes with unique features like co-browsing, behavior-based customer algorithms, and a host of features that help to engage customers leading to improved sales revenue.
Although there is no free trial offer for interested users, the provided information in this review will prove helpful in taking the next step.
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