If you have a website that your customers use, then you should also have an online customer service offering for your customers’ convenience.
Interactive forms are usually a big part of an online customer service page, but there is so much more your company can do to make customer service easier for the people who buy your products or services.
Here are 5 Ways Which Will Help you to Improve Online Customer Services Experience.
The development of technology means that people no longer need to talk on the phone to get their point across. The younger generations are talking on the phone less and less, and there are even elements of the older generations that like using chat and texting as opposed to talking on the phone.
When you add Live Chat Services to your customer service page, you will be giving your customer base exactly what it wants when it comes to communication. The important thing to remember is that you need to have someone available 24 hours a day to handle your chat service to give your customers the maximum level of satisfaction.
A Toll Free Number
While most of your customers prefer chatting or texting, there are still those people who prefer to hear a voice over the phone. You should post a toll free customer service phone number on your customer service web page, and have that number staffed 24 hours a day as well.
The customers who prefer to call customer service as opposed to contact via chat do not want to talk to a machine. You should avoid automated answering services, and have your phones staffed by real operators.
Give Good Information
Sometimes your consumers go to your customer service page to get answers, and they do not want to have to go through a lot of hoops to get those answers. A good frequently asked question (FAQ) section with comprehensive answers will go a long way towards improving the bond between you and your customers.
A good FAQ page is made up of real questions that customers ask most often, and it is updated frequently. In many cases, the FAQ page is the first page a consumer will visit when they go to your customer service area, which is why the FAQ page is so important.
A site map is a mandatory part of any professional website for two reasons. First, a site map is essential to getting your website moved up to the first page of the search results for your industry. Without a site map, most search engines will not give your page the kind of placement you need to drive traffic.
A site map is also a valuable tool for customers who have questions about your products or services. Make sure that your site map is comprehensive, easy to understand and has prominent links on all of your customer service pages.
When a customer cannot figure out how to get one of your products to work properly, they will go to your customer service page for the answers. You can help those customers along by posting comprehensive product demonstration videos that will give your consumers the answers they need quickly.