When it comes to doing business online, the basics remain the same while many of the specifics undergo drastic changes. The same goes for handling customer support online. At the end of the day all that matters is, taking care of your customers, but the way you do hinges on your ability to adapt to the many options that online service offers. From choosing the correct support channel to using online resources, there are a whole lot of things you need to do in order to keep your customers happy.
Here are few tips to help you out.
- Use all channels to offer customer service
Use an omnipresent strategy to ensure that you offer consistent customer experience on all mediums such as your website, social media pages, mobile website, application and in-store digital kiosk. This is essential because most of the people reach out to you through social media on mobile devices and if you are not providing prompt customer services they will eventually leave you or give a negative review.
If you want to quickly diffuse an irate customer let them know that you are sorry for the inconvenience they had to undergo and will do whatever it takes to make them happy. An upset customer will immediately change their tone when they see that customer service representative is willing to do whatever they can to make them happy. Try to solve the issues before the chat sessions ends. When handled correctly that irate customer will turn to social media to praise the support you provided them.
You can eliminate a large percentage of common support questions by providing thorough FAQs page on your website. This will help customers find the answers to their queries related to the service or products you sell, refund and exchange policies, shipping policy and warranty information. The FAQs section on your website should cover every conceivable question and will enable customers to get answers more quickly and take the pressure off customer service staff.
Hope that the above-mentioned tips help you keep your customers happy.