Best Practices: Customer Support and Online Service
Several business websites made it convenient for customers to shop from the comfort of their homes. We can search items and find detailed product information without going to a brick and mortar store.
Never underestimate the power of direct online engagement. Having online customer service has become essential in today’s businesses. The dawn of social media sites also created a whole new dimension in the world of customer service.
As a small business owner, your goal should be to create a sense of personal, human-to-human connection and interaction in your website. Going the extra mile to provide the best possible online customer service is very important.
Make sure that information such as pricing, shipping, payment terms and return policies are all easy to find. There may be instances where a customer has a specific need or question you have not covered on your site for these instances, an online customer service tool / resources goes a long way in creating that personal connection.
If customers cannot find what they’re looking for, most will move off your site and on to the next, resulting in lost revenue for you. If they leave once, frustrated, there’s a good chance they won’t return again.
Make sure that your customer service is as streamlined and efficient as possible. Not only will it benefit your customers, but your business as well. Here are some tips to provide the best possible online customer service:
1. Live chat and email support
These two methods are not the same thing, but both can offer effective and efficient customer support. Some customers prefer talking on a live, online chat to get instant answers, while others are happy using email support to get answers on their queries.
Having these two methods on your website shows your customers you are available to answer questions and provide support.
When it comes to email support, reply quickly – the sooner, the better. You should aim to provide a response within 30 seconds for a chat session, and no more than 24 hours for an email inquiry.
2. Easy access to contact information
Make every means of communication easily accessible to your customers. Don’t let customers struggle to find your contact information. Better to display it prominently on your website. Set up your customer service tools so customers have a way to contact you or a member of your team day or night.
Access to support is a big decision for you to make when mapping out your business model. Is it necessary that your customers have access to 24/7 support, or does the nature of your product / service allow for longer response times? Either way, make sure customers can easily connect with you by making your contact details easy to find.
3. Setup an FAQ page
A FAQ page gives customers quick answers. Have an FAQ page that answers the most important / common questions and provides the most appropriate answers.
With your FAQ page, customers won’t have to browse all your website pages just to find the answers they need. Having a dedicated FAQ is a huge timesaver. This will cut down on repetitive inquiries, which is a nice bonus for you and your team.
Ensure that your customers know about your FAQ page. Direct them to this page frequently and at several steps throughout your service process.
Whatever communication method you use, make it your goal to respond to customer inquiries as soon as possible. Make sure if you are responding via phone, that you take note of the time difference to avoid disturbing your overseas customers late at night or at the break of dawn.
Doing business online is constantly changing. Be quick to adapt and add essential services and best practices to your online business. By doing so, you’ll better establish good customer relationships and connect successfully with more potential clients.
Keep in mind that every positive customer experience as the potential to flow throughout the web in the form of great word-of-mouth referrals and outstanding online reviews.
Looking for ways to improve your online customer service? Let Pamela Finnesand, The Business Maximizer, help! Schedule your free Business Breakthrough Strategy Session today!
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