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Today’s consumers are more connected than ever before. Thanks to the internet, they can access information and services from practically anywhere at any time. As a result, they’re expecting businesses to provide exceptional online customer service wherever they encounter them.
This is especially true if they intend to buy from them again in the future. If your business doesn’t currently offer exceptional online customer service, it’s time to make changes fast! Here are a few ways you can provide exceptional online customer service that will help you stand out from the competition.
What is Online Customer Service?
Some non-digital service providers are uncertain about online customer service or what is the most effective approach. Online customer service is any service that helps customers solve issues delivered using digital technology. To provide the best assistance, customer service specialists can utilize online service best practices.
These services are frequently associated with firms or brands that sell products and provide service, and best practices may also be delivered digitally. The most popular online customer service strategies are real-time messaging using live chat, email, and social media. It’s important to note that the type of industry has an effect on the kinds of online customer service best practices that can be utilized.
65 percent of customers want to buy from companies that provide quick and simple online purchases, according to the Customer Experience Trends Report 2021. Companies should strive to create an engaging online experience, in addition to offering excellent online customer service. Buying a product should be as simple as asking a question about it. With more customer interactions taking place online, it is critical that companies go above and beyond.
How can you build an online customer experience that seems authentic to your business, even for customers who never visit your store or office in real life?
Be Present and Easy to Find
Consumers have come to expect all businesses to have a website these days, but this doesn’t mean that all of them are easy to find or to navigate. If customers can’t find basic information about your business, or if they can’t easily navigate your web design, you’re leaving money on the table. Be sure you have an online presence that’s easy to find and navigate so customers can easily find you. If you’re not yet online, it’s time to get started!
Use the Live Chat to Provide Immediate Assistance
When a customer has a question or needs assistance, the last thing you want is for them to wait around for a response. Live chat is the best way to provide immediate assistance. Your customers can type a question right away and receive a response immediately without having to wait for an email. This allows you to close the sale and provide excellent customer service at the same time.
Take Care of Your Customers Before and After the Sale
When a customer buys something from you, you don’t have to end the conversation there. In fact, you should be looking for ways to extend exceptional online customer service long after the sale is completed. This can include things like offering free shipping or sending a follow-up email to make sure the customer is satisfied. After the sale is complete, take a moment to ask the customer for feedback. This gives you the opportunity to make improvements for future customers. It also helps you identify and correct problem areas for the customer you already have.
Don’t Rely on Email Only for Online Customer Service
All too often, companies rely on email for online customer service. While this is better than nothing, it’s still not enough to really stand out. If you’re providing online customer service using only email, you’re not really providing exceptional customer service at all. The best way to provide exceptional online customer service is with a combination of live chat and email. Email is still a very popular and useful form of communication. It’s much better to use both forms of communication than to rely on email only.
Respond to Reviews
When someone takes the time to write a review about your business, then you should respond to it. One of the best ways to provide exceptional online customer service is to jump on these reviews and respond to them as quickly as possible. Take these reviews as an opportunity for you to improve your business and to show customers you care about their experience. Responding to reviews is one of the best ways to get this done.
Create FAQ pages
FAQ pages are a great way to provide information to your customers that they may be searching for when they come across your website. Furthermore, FAQ pages are also a good way to show that you care about their needs and have a solution for their problems. If there are very frequently asked questions about your business or products, create FAQ pages to help customers find the information they are looking for without having to wait for a response from you.
You can handle many basic customer questions on FAQ pages without having to stop what you are doing to answer them. Despite, FAQ pages may not seem like they are providing exceptional online customer service at first glance, but they are. Having FAQ pages available help you handle customer queries without interfering with your current tasks.
The business world is constantly evolving, and it’s important for businesses to keep up with customer expectations. If you don’t provide excellent online customer service both in person and online, you risk losing customers to your competitors. Offering exceptional customer service is crucial in order to stay competitive. Keep these tips in mind to improve the way you handle customers.
P.S: If you need to digitalize your business and provide online customer service as one of your goals, don’t hesitate to contact us. We Pixie Digital is a digital marketing agency that has been experienced for 8+ years and will help you to make your business sustainable in this digital era.