Customer Service is Crutial (part 2)

Superior Customer Service
Knowing that Customer Service is Crutial, online businesses need to get their customer service just right. By providing excellent customer experience you will instill trust from your customers and make them advocate for your business. Below are some useful tips from the BusyRack team:

Create a complete database of customer profiles

It starts from knowing your customers first. Creating and maintaining complete customer profiles enable you to measure your customers’ needs and therefore understand their expectations as well as behaviors. The more your company understands your customers, the more effective you’ll be at delivering relevant offers and satisfying them. Companies can construct good databases of customer’s profiles by organizing historical data of existing customers like demographic, past transactions, purchase habits, gender, etc., or conducting regular surveys, implementing service rating system, discussion forum and so on. Other than such primary data, secondary data that can be obtained from media, research papers, reports, etc. should also be fully utilized.

Committed in offering valuable experiences to customers

As mentioned, experience is important to customers. Hence, online businesses, after investing in understanding customer expectations and their behaviors, should target to deliver what they need in the most professional and unique ways. Treat all your customers with respect and kindness, never sound harsh in emails even though you are dealing with an unreasonable customer. It is easier for customers to get angry in an email than at a physical shop, hence, do expect that and prepare to stay really patient and professional.

Provide product details and FAQs on website

Providing accurate and detailed information on product pages can avoid the need for customers to call or email. Beside that, a comprehensive FAQs section is also required. It needs to be comprehensive and searchable as it provides online customers quick answers to their queries and take the workload off your customer service staff.

Create various channels of communication

Online customers require instant attention. By providing them many channels of communication such as livechat, emails, hotline, forums, Facebook, Twitter etc. you can build an impression of being highly approachable and professional.

Send acknowledgement receipt and ensure speedy responses

Always acknowledge receipt of customers’ emails to ensure the customers that their questions are being dealt with. Speedy responses are also critical in satisfying customers therefore, the acknowledgement email should include a timeline within which the customers should expect some reply. It is best not to get a customer wait for more than 3 days for their problems to be solved and their enquiries to be answered.

Guarantee policy and after sales service

Guarantee policy for products and after sales support for services ensure customers about the quality of your products/services and give them more confidence to buy. For online retailers, exchange/return policy is highly recommended. If an item gets damaged upon delivering, the best remedy to retain the customer’s trust is to offer them a new item in exchange immediately. For online service providers, after sales support is already a must and even more critical.

Increase productivity & set quality standard

An online business has customers from all over the globe. That means you have to deal with huge volume of emails, as well as extra customer calls anytime, so ensure that you have a strong team who are available 24/7 and have superior productivity to deal with all these volume. A standard operating procedure for every aspects of your business should be established and communicated clearly with all the support staff so that everyone knows what level of expectation they have to meet and work effectively towards the same standard.

WHMCS and BusyRack

WHMCS and BusyRack

If you are a reseller and are looking for a one-stop hosting solution for things such as handling Billing and Support ticket requests, WHMCS is what you need.

Stand for Web Host Manager Complete Solution, WHMCS is an all-in-one client management, billing & support solution for online businesses. WHMCS is a powerful automation & support tool which can handle everything from signup to termination, easing most of the tedious works and let you concentrated on your service more.

With WHMCS you can set up billing, hosting packages, payment gateways, server provisioning APIs, domain registration and fraud protection services.

Addon modules allow you to extend WHMCS further with special aspect that tends to specific needs. BusyRack is a company that dedicated to develop custom software, modules and addons that fit each and every business. We believe in an intuitive, easy to use and affordable but powerful WHMCS. As your need are diverse, our team of professionals look for what was lacking and deliver the solution, with the highest quality and customer support.

Some of our products are:

  • BusyRack cPanel DNS Manager for WHMCS: This addon allows customers who have only domain names without a hosting package to manage DNS zones of their domain names. A great addition to WHMCS, BusyRack cPanel DNS Manager has been received with many praises and is one of our most pride products.
  • BusyRack Rackspace DNS Manager for WHMCS: An addon module which allows customers who have only domain names without a hosting package to manage DNS zones of their domain names.
  • Dropbox Backup for WHMCS is an addon module which helps you to create a backup of WHMCS database and upload to Dropbox easily and instantly.

Our company also offers custom addon on demand. For more information please feel free to contact us at: