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.

Customer Service is Crucial (part 1)

Hosting Software Development
Quality customer service is one of the vital ingredients to differentiate a company from its competitors. For online businesses where personal interaction is limited, superior customer service is even more crucial. Here are why:

Experience is the key

Customers stay loyal to a brand not only because of the products but also because of the unique experience they have when interacting with the companies. It can be the way they are addressed, how their inquiries are attended to, how the company understands and recommends their favorite types of products, how their problems are solved, etc. For online businesses, providing great customer service experience is a real challenge as it is remote, more impersonal and intangible yet it is the only way to develop customer’s loyalty.

Online customers expect instant deliverables

Customers of online retailers usually demand clear, comprehensive and instant information, easy assess to many communication channels and a more sophisticated level of online interaction. In other words, online businesses need to be highly approachable and all deliverables have to be instant. Delay in correspondence is totally intolerant as Internet businesses are expected to run around the clock. Your customers can come from many territories with different time zones, therefore, there is no fixed operating hours and your service has to be truly restless. If your IT infrastructure and customer service do not commensurate with your customers’ expectation, you are out of the game.

Social media can dent reputation

Nowadays, when all sorts of information are available on the Internet (blogs, forums, social networks, etc…), a typical customer will likely search for the reviews of products or services before making decision to purchase anything online. Customer service, if not done right, will soon be badmouthed all around the social networks. Each of us all has at least a few social accounts at the same time: Facebook, Twitter, Instagram, LinkedIn and it is just so easy to post a complaint or a compliment on a product or a service provider. A significant percentage of customers will share their experiences this way and you cannot control them. Remember that it is easier for an online customer to turn elsewhere than customers in a physical shop as your competitors are just one click away.

To be continued..