Customer service has evolved over the years. As a result, companies are not just concerned about the conventional customer service but also the online experience for their valued customers. So, whether you are outsourcing customer service or handling it in-house, you should not neglect your virtual customers.
Tip #1: Use FAQs to Provide Valuable Information
Your business website should have a FAQ (Frequently Asked Questions) section. Providing a comprehensive and informative guide is one of the best online experiences you can offer your valued customers. Customers are pleased when they can find answers to virtually all questions they may have about your business, product or service.
FAQs are also great way to make the work of your customer reps less daunting. Once customers can find answers to their questions and how-to-guides on your website, they will contact your customer service line less frequently. An organized FAQs section is mutually beneficial. In essence, it saves time for you and your customers.
Thinking of what to address with your FAQs? Anything from your products and how to use them to specific technical problems can be addressed with frequently asked questions. If you are not sure of how to write great FAQs, you should outsource to a copywriter.
But generally, FAQs should be concise, clear, unambiguous and jargon-free, especially the answers you provide to the questions. Your type of business would determine what frequently asked questions to include. For instance, if you offer software program, some of the frequently asked questions may include the following;
- Does the program work on an android phone?
- How can I install the program?
- What are the different subscription plans?
- Is it an auto-renewal program or one-off subscription?
- How do I contact the technical team if I encounter problem installing or using the program?
- …and so on.
Tip #2: Establish a Multi-channel Customer Support
You should have different channels for online support. In essence, you should have customer service presence on Facebook, Twitter, Instagram and other applicable online channels in addition to your website.
Customers should have versatile sources of reaching your business online. You should outsource social media marketing so that your social media virtual assistant can provide answers and guide to customers who choose to contact you vial social channels.
Tip #3: Both Your Online and Offline Experience Should Be Seamless
Both your online and offline customer service should be equally organized. So, every bit of information or activity that takes place in your store should also be available to your online customers. These include deals, discounts, up-coming events, contact info, hours of operation and so on.
Finally, setting up a live-chat system is super-helpful in attending to your online customers.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.