7 Tips for Offering Better Online Customer Service
Friday, October 23rd, 2009Simply saying “We offer excellent customer service” is trite and valueless. Every company claims to offer great customer service. Instead of just talking the talk, try actually walking the walk. When you focus on really improving your customer service, your online shoppers will take notice.
Here are 7 easy ways you can improve your online customer service.
1. Offer online chat—A growing number of companies are offering website visitors the option of instantly connecting with and talking to a customer service agent online. When done properly, online chat is fast and convenient. Customers simply click on a button that says something along the lines of “Click here to talk to a customer service agent now.” An instant message box pops up, and the conversation begins. If you don’t have the resources to offer this feature 24/7, try to at least provide it during business hours.
2. Use Twitter—From Comcast to Southwest Airlines, businesses from all industries are using Twitter to improve their online customer service. Customers simply Tweet their questions, complaints, or suggestions to the company, and the company Tweets back a response quickly.
3. Have a FAQ section—Allowing the customer to help themselves so they don’t need to contact you can save both parties a lot of time and hassle. That’s why providing a detailed FAQ section on your website is such a great idea. If there are questions that customers tend to ask frequently, post these and their answers on your website. This gives the customer the information they need without necessitating a phone call or an email. Always update your FAQ to keep it as useful as possible. (more…)
