Four Ways To Show Your Commitment To Web Customer Service
Customer service has been around for a long time and traditionally we associate customer service with the overwhelming hassle of having to deal with call centers, but not anymore. Companies are realizing how effective customer service can be when implemented online. However, implementing a web customer service strategy is only half the battle. The other part of the battle that you need to win is convincing your customers that you are not only efficient when it comes to responding to customer service on the web, but that you are also committed to it in the long run. Below are a few ways you can show how truly committed you are to customer service online.
1) Show previous interactions on social media
Usually when we think of web customer service the first thing that comes to mind is probably social media, to a further extent Twitter. When you finally get the ball rolling with your customer service strategy and have a handful of customers using it, make these web customer service interactions public for anyone to view. Showing your current track record and how you handle the questions submitted by your customers will convince more people to actually use it.
2) State your dedication toward a quick response
One of your customer’s biggest concerns when reaching out to you for the first time on the web for a question is going to be how long will it take for you to respond back? Now every customer is different in what they expect with this. Some will be satisfied with the response back in 24 hours and others will expect a response back within the hour. If one of your goals is to eliminate the number of calls you receive, then you really need to put an emphasis on responding back quickly. This of course means going with option B and respond back to your customers within the hour and if for some reason you can’t answer their question because of technical difficulties at least respond back to let them know you are working to solve the issue. Sadly it is still too much of a regular occurrence for customer’s questions to be forgotten, so be willing to provide updates of your progress to your customers if you can’t solve their problem right away. Customers never stick around if they feel they have been forgotten about!
3) Let them know the question was received
Sometimes the little details can really help you win with web customer service. One simple example of this is by reassuring your customer that their question was received successfully online; believe it or not this doesn’t always happen. When a customer takes the time to fill out a form, send you an e-mail or send you a tweet, they want to know you’re working on the problem and that the question was received so it’s not floating out there in cyberspace somewhere. All it takes to put a customer’s mind at ease is to have a simple pop-up screen thanking them for their submission or for you to send a quick tweet back letting them know you saw their question and that you will be responding back again shortly with an answer.
4) Start from the beginning with emails and social media
If you would rather have more people reaching you online for customer service help then you need to start the engagement online right away. This means sending them a welcome e-mail or tweet to let your customers know you’re here to help them online with any customer service questions they might have. What you’re doing here is getting your customer in the habit of reaching out to you online and making them see this is the best way to contact you for any of their needs. Now if you were to start the other way with a phone call to welcome them to your service or to thank them for buying your product their first reaction whenever they ran into a problem be would be to pick up the phone and call you since that is how you engaged with them in the first place.
All in all there are so many different ways you can go about letting your customers know how committed you are to web customer service. You just need to find the one or two ways you can showcase the best so your customers are comfortable using the customer service platforms you have built.
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