Delivering excellent customer service online is a little different from offering it physically. Here, in this article, we will tell you how you can deliver great online customer service.
Whether you are a product-based or a service-based company, it is important to have an online presence. All brick-and-mortar stores have an e-store today and there is a reason behind it. Today’s customers are busy and are in the lookout for comfort.
Shopping online saves time and gives comfort and these are the two things that the modern customers need.
However, it is not easy to survive in this highly competitive e-commerce world. A lot of companies are joining the bandwagon, every single day, and adding to the competition.
So, how can you beat this competition? Is there one single way to do it?
Well…no, there is no single way to stay ahead in the competition. Offering quality products and services along with excellent customer service is important.
Does this mean offering customer service online?
Yes, it does. And here, we will discuss what you can do to offer great customer service online:
1.Have an Informative FAQ Page
Whether you are running a physical business or an online business, having an FAQ page with answers to all the common questions can be really helpful. This will prevent your support channels from clogging up and keep your customer service representative busy with other important things.
This section ideally should include information pertaining to warranty information, shipping charges, shipment tracking, and exchange and return policies, installation videos, cancellation etc. It ideally should include useful information related to your product or service that can be clearly explained in writing.
In order to find these common questions, you can take the help of your customer service team. Ask them what the kinds of questions that your customers ask them on a regular basis are? Eliminating such questions at the onset will make the entire process much easier.
2.Respond Quick
Responding quickly is important as far as customer satisfaction is concerned. If a customer sends you a mail and your customer service software program responds saying that you will get back within 24 – 48 hours, it will be of no use.
If your customers are made to wait for so long, then they would prefer to do business with your competitor.
Whether it is via email, phone, chat, or social media, make sure you respond to your customers instantly, especially if it is during the normal business hours.
Having 24×7 customer service representatives has its benefits. However, this is something that not all businesses can afford. And if you are one amongst them, just make sure your customer service team is prompt and active during the business hours.
3.Offer Multiple Channels
When it comes to an online business, offering multiple interactive channels is the norm. It is just not enough to have a website. You need to have a social media presence as well.
It has been recently reported that most customers report satisfaction or lodge complaints on social media. This means you will have to offer resolutions through social media as well and that too instantly.
All you need to do is provide your customers with a customer support email address or a number.
In present times, social media has the power to make or break your image. Make sure there is someone to address your customer’s problems on social media. Single bad feedback can tarnish your company’s image on social media and more so, when you are not responding.
4.Make Use of Customer Service Software
You do not have to look for something very customised, unless you are running a huge business. Invest in a customer service software program that suits the need of your business, and you do not have to spend a fortune on that.
There is no dearth of quality customer service software programs. These offer time-management and organizational tools and support that help deliver great customer service.
Make sure to compare the various platforms available in the market. Depending on your budget and needs, choose one that offers a lot of features. See if it can access your knowledge base to find immediate solutions to a problem.
Customer satisfaction is one of the most crucial aspects of running a successful business. And you can only satisfy your customers with good products and excellent customer service. There is no shortcut to good customer service. Designing the right strategy for your online business might take time and it will also take some time for the results to reflect.
While there is not much difference between the two (online customer service and customer service for brick-and-mortar stores), the catch lies in being the way you do business. Things like offering easy returns, chat facilities, information-laden website etc. will definitely increase customer satisfaction in the case of online businesses.
Understand what the needs of your customers are. Teach your team to first understand your customer’s problems before offering a solution to it. A simple yet structured strategy is all that is needed to ensure excellent customer service to customers online.
