Practical tips to improve customer service experience online

Customer service plays a vital role in running a successful business. According to a study by  Accenture, 68% of customers say they’ve switched service providers because of poor customer service. With that said, it’s not surprising that businesses big and small are investing in their customer support services. There are plenty of tools that can be integrated into organisational processes to further enhance your customers’ experiences. However, it can be difficult to determine what will work best for your business.

To help you with this dilemma, whether you’re outsourcing support to a Business Process Outsourcing (BPO) company or handling it on your own, here are tips for better customer service.

Go social!

With social media a popular avenue to influence and communicate key messages from an organisation’s perspective, it is also the best place to draw attention to companies by posting ratings, reviews, comments, or even tagging them on a post. Hence, it’s a must to have a strong online presence, including having a dedicated person to keep an eye on your mentions, as having such channels around can help customers get in touch with your brand effortlessly.

Set up alerts

Since customers want to be heard whenever they have concerns or praise, which are often posted publicly online, it’s better for companies to set up alerts to monitor mentions and determine next steps.

There are plenty of social media listening tools and alerts available which can help monitor issues before they become unmanageable.

Create FAQs and forums

Most customers today access the internet through their mobile devices, heading to Google for reviews, feedback and even troubleshooting guides.  Having an up to date FAQs page and building an online forum where customers can converse with each other about their concerns will take some of the pressure off your team and keep customers happy. 

Use live chat

In case FAQs or forum discussions don’t resolve the issue, or customers have privacy concerns, providing real time customer service with some level of privacy, you could use a user-friendly live chat. It could also reduce the chances of getting irate posts in public view.

In providing excellent customer service, businesses must not just invest in tools, but also hire a talented team. Businesses should keep an eye out for new trends and should not be afraid to innovate. The better your customer service, the greater the chance that you’ll be building brand advocates along the way. 

 

by Shiena Combalicer, Digital Marketing Advisor, Isentia
In Insights.

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