You are running an online business and perhaps doing well, but one area of business maybe frustrating you no end. That could be the area of providing customer service online. You may be jiggling with umpteen buttons to be able to speak with customer or representative and going around in digital circles trying to find the right combination. Or you may be struggling with faulty apps that get disconnected while you are on a live chat with a client.
Your online company may be may be facing such problems and many more that prevent then from helping customers. Your customers who are so valuable to your business should not be put to inconvenience due to these lapses in technology. For online businesses to run smoothly interactions online with customers should be seamless. Here are a few key tips to streamline the online customer service to form better connections online.
When responding online- Do not mimic the machines
Customers will contact a customer service representative, only when they tried all other options to trouble shoot and failed. They need and want help and according to their need, your reply should be clear, concise, giving them the required and helpful information. Most importantly they should not respond like automations. They should also assure customers on an emotional and human level. Canned, scripted language should be completely avoided and the customer should be empathized with. Simple acknowledgement statements and reassurances will pacify the customer. You can reduce frustrations by training customer service representatives to introduce themselves first by name and use natural empathetic way of chatting.
Automate only when absolutely essential
Online, unlike offline businesses, you have the opportunity to connect with thousands of customers. The potential that you have for visibility and for engagement online is much higher than offline. So it is necessary to have a certain amount of customer service automation to address and meet everyone’s needs. For example, a a customer who is struggling with the account creation process may and automated link to the page on your support site will be very helpful. But nothing is better than chatting live or emailing with your customer support people directly. Automated responses also cannot be ‘one size fits all’ and should be specific to the issue.
Be precise and transparent
When your online customers choose to speak to a customer service representative, the servie person should make it clear of the options available. Any facts in the customer service contract should not be hidden. The company should be transparent about the waiting times and also the immediate resources available. If facts are hidden customers may get even more frustrated. The options provided should be flexible such as future video chats, call backs, or so that customers don’t feel that they have to wait too long in virtual queues
Companies run the risk of dehumanizing the customer service process by relying too heavily on automation or canned digital responses. You can build stronger customer relationships by “keeping it real” with genuine and empathetic assistance during chat sessions, email conversations, and phone calls.