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The Importance Of Good Online Customer Service

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The above should convince you of the importance of great online customer service. But not all customer service is good and you need to carefully plan and execute your customer service strategy in order to enjoy the full benefits.

Ensure consistency

Perhaps the most important step to guarantee good online customer service is creating a culture of consistency within your different channels. This means consistency both in terms of the message as well as the quality of the service.

Whether your customers are searching your website for information, contacting your email customer service or calling your customer service support directly, the message and the quality needs to be consistent. You need to make sure the online customer support team …show more content…

The reason many people prefer online customer service is in fact the instant access to solutions it provides. The whole purpose of your online customer service should therefore be on speed.

If you are using online chat options, you need to make sure response times are below a minute. For email service, you need to provide an instant automated reply to customers and make sure you reply to your customer within 24h.

Focus on security

Online customer service shouldn’t overlook the importance of security. Whenever you are dealing with customers online, you need to make sure any information they provide to you won’t be accessed by third parties. Security is an essential part of customer service because you want your customers to trust you.

Make sure you also educate your customers as part of your online and email service. For example, you should tell your customers to avoid sharing personal information and account details through email service and to keep their passwords hidden.

If you show your customers that your business takes security seriously, you end up building more trust, which in turn will help you generate more business in the long …show more content…

You could even use the email service as an FAQ platform and email customers answers about the most sought questions first and then allow them to contact you for further details.

Make sure you keep track of the questions and queries your customers raise. If you see a certain question popping up regularly, consider the ways you could answer it directly on your website, social media or email service.

Foster good service with a follow up

Online customer service should also focus on continued service, even after the problem has been solved. Email is a great way of doing this. If you have an online form, always ask for a customer email so you can follow up with them after they have contacted you.

The follow up doesn’t need to be anything big – you want to provide the customer a chance to rate your customer service and to provide them details on how they can contact you in the future if more problems come up.

Improve your service by focusing on metrics and asking for feedback

Finally, a good online customer service strategy must also focus on improvement. The easiest way to do this is by focusing on feedback and customer service

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