Helping your customers will always be something beneficial
for your company, since it is part of the commercial strategy that you are
using and, in the end, you will be guiding them to make a purchase. But did you
also know that it is essential for your marketing strategy? That is why online
customer service is based on answering the questions that customers have . This
is done digitally, using tools that allow communication with users.
What is online customer service?
Online customer service is the process that is responsible
for answering all the questions that customers ask digitally. To respond to
these requests, tools such as live chat, social networks, email or messaging
applications, among others, are used.
Some benefits of customer service is that users can get help
immediately and at the time they request it. On the other hand, your company's
support team will be able to handle these requests in the shortest time
possible, while your company reduces waiting times, thus increasing customer
satisfaction and loyalty with it.
Why is customer service so important for an online business?
The growth of online companies is spreading more and more,
as consumers have become accustomed to buying online because they see it more
convenient. Regardless of whether your business has a physical location or is
only managed online, it is essential to have a customer service system.
When it comes to e-commerce, many people tend to think that
customer service and marketing are handled separately. This is not the case,
since customer service and marketing have a great relationship , where they
work together so that the growth of the company is greater. The most important
marketing tool that your business can have is customer service, since it
directly affects your consumers.
If you wants to have a successful marketing strategy for
your online store, you will first have to know how to handle customer service.
Many ecommerce companies seek to improve communication and relationships with
their customers through live chats, email, and social media.
That is why online customer service for an online business
should be vital for any company. The facts of not having a physical store, in
which people can visit and solve their doubts, becomes a problem. In this way,
customer service is important, since they will be able to communicate with you
digitally . Ideally, your staff is always available to respond to their
requests so that conversions can be increased.
How to increase sales thanks to online customer service
Know that satisfied customers will always buy more.
Retaining your loyal customers will make repeat purchases , while user
satisfaction increases, thus obtaining better references about your business.
The better your customer service, the more likely it is that customers are less
sensitive to the price of your products. Customers who are satisfied, because
they feel that companies are valuing them, are those who are more willing to
spend more money, compared to customers who are new.
One way to increase sales is by selling higher. Loyal
customers are proven to spend the most, but they are also the easiest to sell.
Most likely, you will make more sales to users who have already bought from you
before. If you are about to launch a new product or want to increase sales of a
specific product, the best option you have is your loyal customers. Consumers
who have had good customer service are the most likely to be loyal to your
brand .
7 keys to improve your online customer service thus improving your results
Meeting the needs of your customers is one of the most
effective ways for you to show them that you have true empathy with them.
Today, where everything that is done mostly is online, compression and empathy
are going to be needed to make a difference in the face of the competition,
improving customer loyalty.
The participation that your client has is not only about
generating new sales, but you must involve them in other ways, generating an
online experience that is based on empathy . That's why here are some tip to
help you improve your online customer service.
1. There must be 24/7 communication
Customer service is essential for any company, since that is
where it achieves its success or, failing that, its failure. Therefore, having
constant communication is going to be vital for your business . This
communication must be fluid, so that clients can feel comfortable and that it
is satisfactory for them.
One of the biggest problems that companies have, whether large
or small, is that they do not have good communication between the team in
charge of customer service, which must seek solutions from those people who are
requesting them. As long as communication is managed in a good way, the user
experience will be greater, since the efficiency, quality and effectiveness of
your online customer service team will be demonstrated.
It is worth reminding you that your website must be 100%
functional 24 hours a day. That is why you must make sure that your website has
a reliable and high quality hosting (or hosting system). This article on
choosing a good web host can help you select the best one for your business
needs.
2. Response times must be short
Response time is the time interval from when the client has
made a request until it receives a response. This is a very important strategy,
as it helps you improve your online customer service, while improving customer
conversion, retention, and loyalty . This strategy is not based solely on the
response time that the user has, but also on being able to provide solutions
that are effective to customers.
Nobody likes to wait, so consumers are always looking to get
a response as quickly as possible. If you want to improve response times, it is
essential that you measure what things you want to improve, because this is a
metric to know how your results are.
3. Help your clients help themselves
One of the benefits of online customer service is that it
answers common questions that users ask. These benefits also include online
care 7 days a week and 24 hours a day . However, many clients want to solve
their problems on their own.
In this way, it is recommended that you keep your help
center updated, with enough information about your products or services, so
that the person requests help from the customer service team when they need
information that is more specific and relevant. These sections look like this:
4. Know where your customers are
There are many users who want to clarify their doubts and
speak with companies through the channels of their choice. Some of the clients
make use of the web forms that you send them an email. Others like more to send
a message through a social network or WhatsApp. Because of this, a good option
is a live chat, with which you can help your potential customers.
The idea is that you create an omnichannel strategy , where
you can manage all the channels through which you communicate in one place, so
that you tune in to the data you have from your customers, so that it is easier
to personalize your online support.
Tip : Investing in shared inbox software is a great idea.
They allow you to reply to all the messages you receive from different places
(including social media, WhatsApp, email, chatbots, etc., in one place. The
Crisp.Chat tool works particularly well.
5. Have a total view of your customers
Having all the data of your customers, either by integrated
applications or by personalized applications, will help you make your online customer
service much more personalized . There are many softwares, such as Zendesk and
Crisp, that allow the customer request to appear in the agent workspace, so
that it can be solved in a single view.
Thanks to this, agents will be able to have a greater
context of the relationship they have with the client, be it the purchase
history or old conversations, among others.
6. Keep your team trained in social skills
All the commonly thought of customer service skills are also
applied in the digital world. It will only take a training so that this can be
translated online.
In general, people read the emails they receive in a more
negative way than it really is. That is why the online customer service team
must have communication that is as conversational and light as possible .
Agents can be warmer while making use of emojis, GIFs, and exclamation points,
as long as it's appropriate.
Tip : Even with simple but great online courses you can give
your team exceptional customer service training. Websites like Udemy or
Coursera can be of great help to you.
7. Always ask for feedback
Something fundamental in the online customer service process
is feedback. Asking your customers for comments is a way of expressing that you
are concerned about the experience they may have, thus valuing the comment they
make to you.
You need to monitor those comments on a regular basis, as
well as measure their Customer Satisfaction Rate (CSAT). The CSAT surveys,
after each interaction, will help you measure the satisfaction that your customers
have and identify what problems there are at that time. READ MORE:- technologyify
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