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Customer Support How To Improve Your Online Customer Service
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How to improve your online Customer Service This post is especially for you, owner of an e-commerce business or SaaS provider that aims to have a business of excellent quality. Your main goal is to sustain an easy-to-use, helpful service that will make you big sh in the market. You want new clients and take your company to a higher level but you don’t have the right mechanisms to support them so, how to improve your customer service? The rst step is to think as a user. Imagine you are Martha, an authentic nerd that loves reading comics and watch Net ix all day. You go to this website and see that new J.K Rowling book you were waiting for months! Have a blog that you write on every weekend and you were so excited to show some reviews on this one. So, you click on the article, try to purchase but you can’t nd out how to make the payment. Pu . No book, no post, no life. You are freaking out! What do you do? A bookworm like you will not even bother to contact the company and of course, search through all online shops to find it. Right? In this “always on the run” society we expect quick, precise answers without having to contact anyone or engage on research. A bad customer service can cost thousands! Statistics show that 68% of consumers stop doing business with a brand because the online self-service failed. Dissatis ed customers will determinate the reputation of your company and this can be a reason to run out of business. People will not use your service again, they will not recommend it to their friends or family and will end up sharing their poor experience on social media. Last but not least, like Martha, they will move on to another page and purchase from a competitor’s site. What do you do?
Learn from other customer service experiences You have to learn the most from these situations so you can draw conclusions and apply it to your real case. Ask yourself if your customer can feel the same while using your service and make changes in your own business. (Click to tweet)
Make clear why your product is unique and better Do you have a di erent design? What is the value of using your service? Let your public know why they need your brand instead of the competitors’. Help them decide faster. Make it clear from the moment they enter your website, we all have busy lives and lots where to choose from.
Consider using interactive user guides For example walkthroughs and site tours. They might be a great option for you! The use of these tools will make your viewer’s experience much better and interactive. Show them which steps they need to take to complete their tasks and let them have a good understanding of your product. By using tutorials and tooltips you build a better approach towards your public and increase the possibility of gaining more reliable clients.
Remember: happier users, happier business!
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