Ways to Improve Online Customer Service
Keeping your customers happy and satisfied plays a vital role in your business success. Your customers expect fast action these days. Since they are online most of the time, customers consider social media a tool that empowers them to air their complaints and needs as well as find their own answers.
This is one of the reasons why having a well-established online customer service support should no longer be an afterthought.
With an awesome and improved online customer service strategy, not only will you keep loyal customers, but your business will also gain an edge over your competitors.
These tips can help improve your online customer service.
Offer multichannel support
Having a contact number and email on your website is not enough. Customers expect to receive consistent support through multiple channels. Ensure that your customer service contact information is front and center.
- Let customers know when your online customer chat is online
- Provide a contact form and respond instantly
- Highlight inbound phone support
- Make your email address easy to find
- Acknowledge and reply to social media posts and messages
Your key is to provide clarity and transparency in all those channels. Include the turnaround time for each channel. Ensure that your staff members covering each channel understand the importance of providing great support.
Be fast and accurate
Remember that time is of the essence. Focus on providing timely responses. Your response time is an important metric when it comes to delivering great customer service. Avoid putting customers on hold when they talk to you via phone, and especially during live chat conversations. Having them submit an online request and keeping them waiting for more than 24 hours is no longer acceptable. Do this and they’ll find another company to do business with.
Also, make sure to track all customer interactions in all your support channels.
React instantly on social media
Listen well on your social media sites. Customers are more likely to ask questions, post complaints, give feedback and share satisfaction via social media – acknowledge all these. It doesn’t mean that you have to solve each request instantly. Just send a quick reply to let them know that you hear them and that help is on the way.
Have a dedicated FAQ page
Your web self-service tool should give the right answer and not choices or options. Address the most common support questions on this page such as those related to payment, delivery, refund and return policies, and warranty information.
Do this by identifying the most common questions that your customer support team receives, and then put them on your FAQ page. You can also include after-sales policies and technical questions. This frees up your online support channels and allows them to address the most urgent questions and requests.
Constantly update this knowledge base content so customers can easily help themselves.
Be human
Avoid stock responses; be authentic instead. Take time to address every concern of your customers. Giving canned responses can make them more furious and even send them ballistic. An upset customer needs to feel your compassion. Respond as if you’re talking face-to-face with the customer. When you reply with the words saying, “I’m sorry you’re experiencing this problem. I understand why you’re upset and let me help you with this problem,” you can get the customer to calm down. This gives you time to resolve the issue.
Also, make use of layman’s terms when helping customers. Answer their questions clearly and directly.
Customer satisfaction is essential in running a successful business. A customer with a positive experience will likely share satisfied tweets, positive posts and excellent word-of-mouth referrals. The ripple effect throughout the social web will bring great benefits for your business. One way to grow your business it to improve your customer service strategy. Want to learn other ways to grow your business
Start by watching our business-altering video titled “The 3 Biggest Lead Generation Mistakes Small Businesses Make… And How to Overcome Them All.” We’ll reveal the strategies you can immediately deploy that will enable you to out-think, out-market and out-sell your competition. http://maximizeracademy.com/
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