Online marketing has given us a new perspective on client servicing. While the fundamentals remain the same, the tools and techniques have gone through a massive transformation.
It is more inbound than outbound marketing tactics that we apply in the online business models. Even your customer service has become more AI-enabled and requires minimal human interactions. Although the goal remains the same- to serve the customers and take care of their problems and demands; the delivery model has changed.
Customer service experts and successful entrepreneurs like Larry Weltman and Joanne Kepetoske are providing exceptional customer services to their clients with technology and various online tools.
There are many online platforms to provide customer support, and the interactions between you and your customers have become unlimited, fast and competitive. How do you select the best support channels, respond quickly to your customers, empower your teams to make quick decisions, and keep your customers happy?
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Before choosing an online platform and creating a support function, understand what exactly your customers need for your customer support teams. For example, if you provide marketing and designing services, you should provide your customers with an online chat facility to attend to their problems as soon as they arise.
Meet your customers where they are. If they reach you through your website, make sure they find all their answers there.
You don’t have to spoon-feed everything to your customers. They wouldn’t appreciate that. The new-age customer is technologically advanced to understand a lot of things on their own. Coming to you and talking to your customer support executive about every little problem can kill their time and annoy them. Therefore, help them with FAQs or self-help guides.
The biggest pull off for customers is the wait time they suffer after calling customer care. Most of the time your customers don’t get timely support, and they have to go back and forth to your customer care team with their problems. The longer your customers have to wait for your responses, the more they tend to shift from you to your competitors.
Make sure to provide timely support to your customers. Measure where your team is taking more time, install reporting tools to analyze lapses and rectify the processes as soon as you find gaps.
We recommend reading more about Larry Weltman. We found him as a Customer Service advocate, interacting with many clients and personally looking at the many details involved in the company’s day-to-day transactions and business.
Your quick responses largely depend on your knowledge about the product and services. Although your team can refer to documents while answering customer questions, they can save time and sound more confident if they respond with their knowledge. This way, your customer support team can attend to more customers and understand their experiences with your online support process.
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