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Sunday, September 27, 2020

5 Essential Tips for Your Business’ Online Customer Service

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Providing quality customer service is a must for any business that is ready to strive and offers quality experiences and solutions to its customer’s problems.

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It is essential to go beyond ordinary politeness and to take time to understand your customers and their needs, whether they are making a complaint or requesting your support.

Companies sometimes do not realise this, but it is indeed through their customer service that they can retain customers and demonstrate that besides, they are offering good quality products, you genuinely care about your customer’s experience and feedback.

Online Customer Service

Accordingly to a recent study, 67 per cent of customers say that customer satisfaction is far more important to them than just price when it comes to shopping.

However, if your business fails to invest in excellent customer service then you lose risking both existing and prospective customers, damaging your company’s growth and progress; we are in the age of constant competition, and this is detrimental for new, maturing and longstanding businesses alike.

Top 5 tips on how businesses can ensure that they are providing the best customer service

1. Understand the customer’s expectations

The very first pillar of excellent service is to understand the client’s expectation and then explore along with them, the solution to their problem.

Often the customer wants to be heard or needs the opinion about a particular product or service. Either way, the customer agent should aim to uncover the client’s unmet needs and then offer the most relevant solution accordingly.

2. Provide personalised service

It is imperative for customer agents to speak the client’s language; it gives them an edge over the customer. Offering personalised service establishes trust and builds a closer relationship with the client especially when the person providing the service provides quick and practical solutions to the problems that were presented by the customers.

Agents should also memories the client’s name, as well as some relating information about their situation to show them that they are paying attention and are committed to finding the right solution to their problem.


3. Use the right tools

As customer agents, it is advisable to make sure that you accompany your clients until they have been offered the best and right solution to their problems. The best step to take is to use an excellent ticketing system.

With the help of desk tools, customer’s service agents will have their work made out for them, allowing them to track all issues and contacts better, as well as provide a personalised response to every customer.

4. Offer good after-sales service

Many companies mainly focus on customer service the very moment customers finalise their payments and very shortly after they tend not to need customer service duty.

After-sales services are essential to customer loyalty. They serve as evidence that your company truly cares about its customer’s satisfaction and is determined to go a length to offer all the necessary support to solve any problem even after the sale is made.

5. Make the customer feel valued

As the world is moving at a fast speed, one might think that customers prioritised quick service over high-quality support, but according to a ‘Gallup study’, the opposite is true.

Having this in mind, it is vital that your customers feel valued and cared for. Your support, while being personalised and tailored to each customer, should also be as effective and efficient as possible.

Following these tips above will help you attain a long term, loyal customers with minimal hurdles on the way to success.

Share your thoughts with us about tips that you think are efficient and the ones that were not mentioned in this article. Let us know about them by in the comments section below.

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