Get the most of your customer service Try out free, day LiveChat trial and feel how easy providing best customer service can be. When this moment comes, the company opens up for customers. These companies need dedicated tools. It adds dedicated tools for managing customer emails, installs online chat software on the website, creates social media profile on Facebook or Twitter or simply starts in the most usual and traditional way — sets up an additional phone line for customer support. Online skateshop salesmen will probably use an informal style in their chats with customers.
The same holds true in virtual storefronts. Each person tasked with answering the phone or live chatting for an online store should be current on the latest products and services. Each service representative should serve as an essential resource for customers. All aspects of your website and shopping process should be constructed around customer need. The less user-friendly your site, the less satisfied your customers will be. Make critical information like pricing, shipping and return policies easy to find.
And above all, keep your website up-to-date to reflect exactly what the customer is about to receive. According to StellaService, a company that monitors online customer experience, companies committed to an easy return policy got high marks from customers.
Furthermore, a customer-friendly return policy enhances brand image without necessarily leading to an increased number of returns. Online sellers can certainly boost customer satisfaction levels by easing the return process. Additionally, offering better pre-sales support in the form of live chat and helpful product pages can be instrumental to reducing the need for returns in the first place.
While customer support has typically been viewed as a cost of doing business, a great customer experience strengthens the customer-brand bond and encourages repeat sales. Each satisfied customer and positive experience will ripple throughout the social web in the form of online reviews, happy tweets and excellent word-of-mouth referrals. Image courtesy of iStockphoto , Goldmund. We're using cookies to improve your experience.
NetSuite's integrated customer service management solution gives you a degree view of customers-helping to improve customer satisfaction, attract new customers and lower service costs. Only NetSuite's customer service software gives everyone that interfaces with the customer—sales, support, service, and fulfillment—access to complete, key customer data in real time empowering them to better support your customers while driving upsell and cross-sell.
Support teams can access customer information anytime, anywhere to drive customer satisfaction and retention. Deliver a high-quality, high-touch experience for customers while reducing the cost of customer care with a robust knowledge base in a customer portal.
Accelerate case resolution time by providing support reps with complete customer visibility with appropriate case assignments. Empower sales, service and support reps to upsell and cross-sell better with complete access to cross-functional customer data.
Your web developer will take care of this part in minutes. Add a logo, make sure the colors and design are exactly the same, use real names and pictures of your customer service staff. This will make the website and the chat look professional and your business will be perceived as transparent, reliable and trustful.
All companies using chat on their website need to remember that this is a promise of an immediate help and a guarantee of an access to well-skilled advisor. Important factors are wait times: People working with online visitors using live chat solution are more efficient than sales clerks in a grocery store or call center agents.
They are able to handle multiple conversations at once and keep the quality high. Making use of special tools like canned responses or customer message preview makes their work even more comfortable. Text communication has a few constraints for the users. Staff needs to use proper language, which includes spelling there are spell checkers available though , grammar and style. It should match the language used on your website.
Online skateshop salesmen will probably use an informal style in their chats with customers. At the same time, dentist appointments will be made in a more official form. Live chat etiquette is similar to the etiquette of the entire cyberspace. There are certain lists of live chat best practices that cover multiple aspects of communication and settings that will tell you:. No credit card required — just enter your email and try LiveChat for 30 days for free!
That is one of the reasons customer questions go unanswered. In comparison with the tools mentioned above, social media is the new kid on the block. Most of the businesses use it to keep feeding followers with promotional content. They are often forgetting that a monologue has nothing to do with communication. We already know that people share their negative experiences much more often than the positive ones. Online, it is a different story. For modern companies, social media becomes a front line of customer service.
There are 2 ways the support situations can be handled:. We need to be remember that, in both of these cases, time of reaction matters, so being quick and thorough with replies usually earns you some extra credit.
According to research, social media becomes a front line of customer service. The thing you need to be aware of when using social profiles for customer service is that the community is always watching. Social media is the most transparent communication method as all questions and answers are personalized and public. Another thing to remember is that deleting negative comments and complains gets you nowhere. It does not solve the problem of an unhappy person and if it is seen by the community.
It will unleash a storm of criticism. Try to respond and help that person instead, no matter how angry he or she got. Facebook brand pages naturally turned into an interaction place for customers and brand owners.
People leave a lot of questions on the walls of their favorite or hated brands, while companies that care about their good image or those who try to save it respond there. This natural communication process created a demand for Facebook customer service apps, so the social media employees could manage the communication in an easy and convenient way. The introduction of Facebook Timeline has only strengthened this trend as the external apps can now use Messages feature to connect to customers visiting a brand page.
Since growing number of customers posted questions about their orders, another brand page ASOSHereToHelp had been used for interaction between customers and the customer care team. Helping customers is an easy task for a business with a couple of thousands of followers. Simple replies to wall posts or to messages is enough. These companies need dedicated tools. Facebook Customer Service Tools. Apps from UserVoice , GetSatisfaction and LiveChat all make it easier for customers to contact businesses on a brand page.
At the same time, for customer service reps, they turn Facebook page into another entry point. Interactions on Twitter are more dynamic than those of Facebook. They also take form of even more personalized dialogue between a customer and a company. While other users may seem to be a little bit in the background and uninterested in the subject, they really are listening.
Tweets from Commonwealth Bank were fine, but there was never any follow up with Cara. If you look at the example above, you will think that overall the Commonwealth Bank did not do a good job.
Still, they were at least a step ahead of most companies: Bean Zappos and L. Bean proved percent reliable responding to every single tweet within 24 hours. Rounding out the top five most reliable Twitter performers were Overstock. They help in managing multiple accounts and responding to tweets, while also keep you up to date on what the world has said about you today. There are also more support-dedicated tools, like these offered by Assistly and Zendesk. These apps allow connecting the Twitter handle with their software and converting tweets into help desk tickets.
They have high expectations from the start and most of the companies have simply not gone through the social media revolution yet. It is a hard time for businesses to go through the process of translation to social customer service, however, it is inevitable and whoever completes it quicker will gain an advantage over competitors.
Leave your email to get more materials from us! Customers vote with their wallets. New seller — buyer relationship. Customers as brand ambassadors. Know your customers by heart. Get the most of your customer service Try out free, day LiveChat trial and feel how easy providing best customer service can be. Growing companies have more needs. The phone is ringing.
Customer service can be a really intimidating topic if you are just starting. To set up a customer service department you need to be an expert on inter-personal relations, you have to know the most popular customer service channels and how to manage them. To help you with the task of creating a full. Web Self-Service. Empower customers to resolve their own issues in a robust, easy-to-use customer portal. Community Self Service. Enable customers, partners and employees to collaborate on support issues using Facebook and leveraging a peer-to-peer community that’s embedded seamlessly within the support website. 15 Website Customer Service Best Practices by Alex on December 10, Customer service is the hallmark of a good business. Without it, you cannot keep any of your clients long-term. Furthermore, you need customer retention otherwise, it is difficult to grow your business.