We’ve discussed the significance of customer experience and customer service in a broad sense many times, but we don’t always focus on customer service for specific industries. In a recent article by Larry Alton, the topic of customer service is focused specifically on online and e-commerce companies. Many customer experiences professionals know how to provide quality customer service when the customer is standing face-to-face with them, but sometimes they don’t fully know the best way to provide a quality experience to online customers. Alton’s article provides the following five customer service practices for online and e-commerce companies.
1) Design a Comprehensive FAQ Page
Many people want to find answers for themselves before bothering to call a contact center for help. FAQ pages can be made as robust as the company wants and can save the time of customers and call center agents while potentially reducing frustration on both sides.
2) Focus on Timely Responses to Customer Inquiries
With any industry, how quickly a company responds to customer inquiries is a crucial component to a quality customer experience. Companies will anger and even lose customers if they take too long to responds to their phone calls, emails, social media posts, etc. Quick response times to customers will go a long way when in letting them feel how much you value them.
3) Listen to What Followers are Saying on Social Media
There was a time when people didn’t take social media platforms seriously as a customer service channel, but things have changed dramatically over the course of the last 15 years. Now many people reach out to companies via platforms such as Facebook to voice serious complaints and opinions and would rather be contacted by the company accordingly. Use social media channels to your advantage and deliver customer service where your customers gather.
4) Personalize Email Messages and Correspondence
We live in an age when customers expect their experience to be tailored to their lives. There’s a lot companies can do to personalize their marketing content by using data and CRM workflows, but even something as simple as using each customer’s name at the beginning of every email can make a difference.
5) Make Contacting the Company an Easy Endeavor
Don’t hide your phone numbers and email addresses somewhere on the website. Make finding the appropriate contact information easy by putting it in obvious designated areas on your website and other collateral.
This blog post is based on an article from CustomerThink. To read the original article, please click the link below:
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