Running an online business goes far beyond selling a good product at a competitive price to customers. There will be inevitable problems that your company has to deal with, which makes having a customer service plan in place essential to the success of your business. It doesn’t have to be a fancy setup, but it does have to be reliable for customers to access. Here are some ways you can get a great customer service system set up.
Provide Multiple Forms of Communication
One of the worst things a business can do is provide only one form of communication for customer service. Not only will customers get frustrated when their questions are not answered in a timely manner, but your employees will also get frustrated with the amount of communication they have to deal with on a daily basis. Frustration felt on both sides will not make for positive communication.
What you want to provide your customers with is a way to communicate with your brand in a way that is comfortable and convenient for them. Often online businesses will provide customers with an email for inquiries as well as an online chat application on the website. Online businesses with a social media presence will also quickly realize that social media channels also become a way for customers to express questions and comments about the business, so it is important to have someone monitoring social media to direct customers to a customer service rep.
Don’t Leave Customers Hanging
If your business grows out of email and other online communication options, providing customers with a phone number to call can help get questions answered quickly and provide a positive experience for all. If you don’t have the time or the funds to set up your own customer service call center, there are many call center services that can assist the flow of calls you receive. All of the reps can be trained to help handle the specific questions and concerns your customer may have.
Don’t Forget the Follow Up
Even with quick customer questions, it is essential for a business to follow up with customers that have taken the time to contact your business. A follow-up does not have to come in the same form as the original inquiry, so if your customers calls you to take care of an issue, you can send an email after a few days as a follow-up message. Not only will this show the customer that you appreciate their feedback, it will also show that you care about them continuing to shop with you instead of your competitors.
Having this dedication to your customers will help you service questions and issues as well as giving customers the support they need to feel safe and happy shopping with your brand. Don’t let bad customer service ruin a good business reputation.