Choosing the Right Customer Service Channels
You need a multi-channel approach to be able to best serve your customers, what this means though will vary from business to business. Knowing your customers, where there from and what they prefer will help you engage better with them.
Use social media to let your customers know you care
Using social media to respond to customer enquiries can give your company a fast and easy way of engaging with customers by providing feedback and addressing their concerns.
It’s important to monitor social as well, customers will be talking about the services you offer on social channels rather than directly engaging with you themselves. Being concourse of these interactions can give you information you can use to adjust any processes if required and to be able to respond more proactively.
Use email to give quicker support
If you are wanting to increase the speed of your customer service then email templates are a great starting point. You don’t want to completely scrap the human interaction side though as customers still like to fee that its an actual human being with feelings that is helping them and not a robot. Don’t be afraid to respond slightly more formally than you would if conversing with another company.
Solve problems in real-time with Live Chat
Customer has always had high expectation for quick responses but even more so now with advances in technology and new communication tools. One of those tools is called a Live Chat and by using it you will gain the ability to let your team handle numerous issue all at one instead of when they get a spare moment here and there.
Keep your direct line
With all the new ways of communicating coming out with the arrival of the internet it might seem like it might be time to ditch the direct line. This would be a terrible decision, even though a lot of shoppers might be starting to prefer to communicate online, at this point in time there is no substitute for a direct line and you should include the number on your website clearly and in as many places as sensibly possible.
Give your customer access to the information they want
Certain customer will avoid having to contact your customer support though to get eh answers they want and will more often than not expect to see certain information provided on a website. You should have all of your basic and essential information such as delivery times, opening hours terms and conditions, privacy and cookie polices etc on dedicated pages across the site and a frequently asked questions page is always useful as well for more complex sites that may get a lot of various and particular questions.
As more and more customer feedback is received you can start to see what sort of information is more