A store is at the heart of any ecommerce platform. Online customer service is not a minor problem just because the user buys on his own. If at all possible, it is even more important since we only have direct contact with the customer during the online customer service process.
An email address for customer service is far from sufficient. It’s still difficult to find a phone number on many ecommerce websites. You’re online form a negative entry point when you replace your phone number with a chat, an email, or any other online form of indirect communication that does not put your face in front of the client.
Customers should be encouraged to use the customer service telephone number during the purchase process, and you should post the number in a prominent location.
Other than the phone and e-mail (don’t phone a customer to tell them to email you if you don’t want them to go up in flames), social media is another preferred channel for customer service online.
The number of companies using for the website WhatsApp, Skype, Facebook or as well online forms builder for customer service and these are increasing every day. An email offers some of the relative coolness of a phone call or in person, but does not provide the same level of attention. What could be better than a conversation channel that everyone with a smartphone uses?
The best online customer service is based on a set of common procedures that are deployed across all customer service channels, despite their differences and of course, various times.
1. Develop a Strong Strategy First
As you are Asked to do:
- Is the customer going to be served by whom?
- Are you in need of training and certification?
- To properly serve an online customer, what resources (time, tools, and access to information) must I assign?
- Is there a business hour I can expect?
- How will the customer be contacted?
- What is the appropriate time to pass a claim to a higher level (managers)?
- Can I go the extra mile to meet the needs of a customer?
2. Determine the Most Common Reasons for Complaints and Prepare Responses
There will be similar topics covered by most of the inquiries or complaints you receive. You should equip your customer service team with ready-made responses. Customer service times will be streamlined (something you and your customers will value) and the customer who complains will feel that you understand what they are saying, increasing confidence.
3. Follow the Incident Management Process
An online customer service process always involves a few steps. Your plan must include, at a minimum, the following stages:
- Listen: At this stage, the customer receives attention, he is given time to speak, and his information is not interrupted, unless he is asked to elaborate.
- Identification of the problem: Someone who attends to the client should describe to her what she thinks is the problem.
- Steps to solve it: We must tell the client what we will do in order to identify the problem (if we have not already done so) and what type of solution we will provide.
- It should be trained to fix it on the spot if it is fixable on the spot. Whenever possible, a deadline for the solution should be set, if for some reason the outcome isn’t immediate.
- Gratitude: You should always thank your customers for claiming. Listen to what he has to say. Complaining customers do you a favor by engaging in communication with you. Most of your clients won’t do this, but will simply stop being your clients without telling you why. It is important you thank customers for taking the time to tell you what’s wrong with your service.
- Reconciliation and closure. It is not the end of the customer service process until the customer confirms that he is satisfied with the information or solution provided, so the customer must always give the confirmation explicitly.
4. It is gold to look at the claims data. Take advantage of them
Whether the claims are right or not, in an online customer service you have to analyze the causes of all of them and prevent them from continuing to occur.
They are also useful for designing websites in addition to helping with product design. Where and how can you find the information easily? We are giving the client how much information? Would you mind telling me how we can improve?
Customers’ feedback and not allowing their complaints to go unheard may be the answer to these questions. Remember that nothing builds loyalty like good online customer service to end this post.
Customers who trust you and recommend you will recommend you to others and may even become ambassadors for your brand, if you can solve their problems. Often, unhappy customers do not bother to complain, instead becoming someone else’s customer. A claim is always an opportunity.