Getting Customers

Online Customer Support- Are You Doing it Right?

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

Entrepreneurial Learning

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.

Leave a Comment

Your email address will not be published.

You may also like

Growing a Business

Want Great Guidance ? Find yourself a Super Mentor


They are the gods of small businesses, those inspired individuals who have achieved the highest levels of success. They can be the shining beacons who light up the path of running your business with their vision, wisdom and wealth of resources and contacts. They are The Mentors.

If you are fired with the passion to take your business to great heights, the best thing to do is find yourself a super mentor. Here are some tips to help in your quest

Pinpoint your Need

Sit down and focus your thoughts on your business growth strategy. Which area of the business needs a lift. Is is staffing, is it the finances, is it the production, is it the your lack of customers or is it the business as a whole that needs a makeover. Once you’ve zoomed in on the sore spot, this is where you need…

Read More
Growing a Business

Dreaming Big? You can Move Mountains with these Business Productivty Tips


You may be full of admiration for some people who seem to manage themselves and their work so usefully and efficiently. They seem to fit in so much productive work into the same number of hours which everyone has.. Let’s look what makes them tick and take a few tips.

Learn to identify your most productive hours

Its true, most productive people know which time of the day they can be most creative and efficient. They identify and allot these hours for the best part of their work. This way they are able to give their 100% awareness to the job and business productivity.

Early to rise- A winning habit

Waking up early is a personal habit that has all the plusses on its side. You need not necessarily go to work that early. It’s a habit that gives you more time for personal care, like mediation, exercise, walking,…

Read More
Growing a Business

Leadership Qualities that can make you an Icon


You may have reached the leadership position through sheer dedication to performance and a do or die attitude . Now that you are at the top, your viewpoint needs to change. You have to now be a role model, one whom others will look up to and follow. Here are some tips that can shape your leadership and management skills

Be Competent: Employees will look up to a leader who has good industry knowledge and management skills. If you do not possess these skills you should surround yourself with knowledgeable people who can offer good counsel. Competence is a trait all employees will admire.

Be Trustworthy: No one will look up to a person they cannot trust. Your employees will want to rely on you and count on you. In difficult situations, leaders are expected to apprise their employees of the situations and find solutions on how to address…

Read More
Raising Money

Are You offering Your Services Using the Right Pricing Strategies?


In these times of fierce competition, business people , mostly those that offer services and belong to the service based industry, are finding it a challenge to implement the right pricing strategies. It is virtually a struggle to set the right business price that will retain and attract the customers, and not drive them away. Follow these tips, the crucial dos and don’t s and you may be in a much better position to offer your services at the best price.

Maintain your Business identity and Dignity

If you are offering a unique or special product or service, don’t underrate it just because you want to build a better relationship with the customer. This will just cheapen your offering as another run of the mill. If its something special you are offering the customer, then communicate this fact to the client and get the equation right with the most…

Read More
Raising Money

What is a Fair Wage? How Do you Assess Fair Wage?


How do you figure out a fair wage?

This is a very common question for startups and small businesses. They can’t seem to decide or understand how to set wages and manage reputations at a time. They are determined to pay well but they also have to think about encouraging their employees to stay with them for a long time. This is why there is a need to think strategically.

Listed below are a few expert tips to help you decide:

Don’t Focus Only on Money

Money should never be the main focus for you or for your employees. You should decide on the wages in such a way that your employees are tied to your business. When your business does well they should be able to taste that success and vice versa.

Also, think about additional perks such as exclusive benefits and time off. Many employees value this more than the overall…

Read More
Raising Money

Tips to Winning Hard Negotiations With Ease


While some negotiations are easy, others are quite hard to win. If you stumble you will lose.

Whether it is a potential client or an investor, negotiations can be very tough and frustrating. The problem is that the moment you let your frustration overwhelm you, you will lose the deal and you will give in to whatever is being offered to you. In order to avoid that, here are tips to overcome tough times and to win even the hard negotiations:


Know your opponent as well as possible. This is the rule no matter what you do. You should understand your opponent to the T. Who the person is, what his culture is, what he thinks, what he stands for, how is his network, etc. are the questions you should ask yourself and answer through research before meeting up for the negotiation. Understanding the opponent will give you a great advantage.


Read More