How is Your Company’s Online Customer Service?
Even if you do everything perfectly—your website is optimized and ranking well, your copy is compelling, and your product is truly great—it can all fall apart if your customer service sucks. Too many companies overlook the importance of delivering excellent online customer service, but with more and more customers turning online for all or at least part of the buying process, your company has to be readily available to lend help.
How can you offer great online support to keep your customers happy? Here are some tips to help you out.
1. Create a good FAQ page—A good FAQ page benefits everyone. It gives your customers the information they need, so they don’t have to dig for it or go out of their way to contact you. And it reduces the amount of emails and calls your customer service staff has to handle as questions will be answered on that page.
Just make sure you create a good FAQ page that offers useful information and is easy to navigate through. Continue updating your FAQ page over time as new questions develop.
2. Offer live customer chat—Integrating a live chat feature into your website is an easy way to improve your online customer service. Customers can click on the live chat box, ask a question, and get an immediate response. When done properly, live chat improves the overall experience and helps you push customers toward the purchase. Just make sure your chat technicians are helpful and knowledgeable.
3. Get active on social media—Many companies are using Twitter as a customer service tool. They answer questions of their followers, respond to complaints, and provide helpful information customers can benefit from. Consider using social media as a customer service tool for your company.
4. Use autoresponders to your advantage—Most of us cringe at the very thought of automated customer service, but hear me out. Autoresponders can be very effective when used properly. For example, sending an automated email thanking customers after they’ve made a purchase is good customer service. Likewise, sending an automated message letting them know when their order has been shipped is also good customer service.
5. Ask your customers how you can improve—What better way to improve your customer service than to ask your customers what you can do to better serve them? Never assume you know what they want. Take their word for it. Listen to their suggestions, and actually implement them.
What are some other good tips for improving online customer service?