Having excellent customer service is important for getting good reviews for your business as well as to keep customers coming back for more. Bad customer service can be a disaster for your brand’s reputation despite your best efforts. Also, if customer service fails to address a question, disgruntled customers may turn to the courts, which will be an even bigger disaster for your company’s good standing. So, follow the tips below to improve customer care provided by your e-business.
Make Communication between Employees and Customers Easy
Call waiting and other types of delays are what ruin good customer care the most. The longer the waiting period, the more disgruntled your customers will end up being. Therefore, you should invest in making the communication between your customers and service reps easier and speedier. In order to achieve this, you should invest in tech. For example, getting an SMS gateway Australia for your local company will make responding to queries more convenient for your reps. with a program like that, your employees can respond to SMS queries right from their computers without fumbling for the phones. Likewise, find other ways to speed up the customer service process.
Offer Customer Support via SMS and Email
In addition to phone support, your business should also offer customer support via SMS and email. Not only is this more convenient for the customer, it can be more cost effective for your business as well. The problem with phone support is that it requires a lot of work (in the sense of picking up a phone, calling, and then waiting). With SMS or email, however, a customer can instantly reach your business. This is important when the customer is still in the deciding stage. Your employees will also be able to respond to SMS or email queries more quickly and accurately.
Get Live Chat Customer Support
Live chat is emerging as a more popular and cost effective solution to offering phone support. E-businesses benefit from live chat the most as customers are already online. Live chat windows appear on the product browsing pages. So, if an interested customer has a query, it’s easy to reach without waiting or other obstacles. Plus, live chat support is much cheaper than phone support. For example, a single employee can handle multiple live chat sessions at the same time.
Install a Contact Form Plugin to Your Website
Does your website have a contact form? If not, install a contact form plugin right away. It’s a good way to gather customer feedback, lingering questions, and form long term solutions to common customer-related issues.
Have Reps Monitor Facebook Messages
Some customers also contact digital businesses via social media sites, notably, Facebook. You can directly offer customer support from Facebook as well. So, it’s important to have an employee or two dedicated solely to monitoring Facebook messages for customer queries. Do not let customer questions on Facebook go unanswered. The platform is right there for customers to vent their frustration. Also, if a problem gets solved quickly, customers will happily praise you on your page.
Make it one of your company’s goals to make providing and receiving customer support as pain free as possible. Remove common obstacles and look toward tech for new and innovative solutions. Remember that a happy customer is also more likely to return as a paying customer.