A business can drive as many enquiries to the business as possible but if the customer service is no good, all efforts become a waste of time. It is important to ensure that from the beginning of a customers journey, they are fully catered to.
All staff within a business must know the right way to talk to the audience of that company, what is expected of them and be knowledgeable on the business offerings.
So, how does an online business deliver customer service?
Like a physical business, you need to listen. This can be achieved by creating social network pages where you can engage and interact with your customer base. Find out what they want from you, what they like about your service and what they don’t like. Even the best businesses make mistakes and have failures in their service but it is easier than ever before to find out any issues directly from the customer.
Get the basics of customer service right
Although an online store is different from physical outlets, the fundamentals of customer service are the same. You need to be attentive to the needs and wants of your customers and you need to be reliable. This is especially true for online retailers so make sure that customers know what to expect from you. Detail your delivery times, outline what your exchange policy is and make sure the customer knows what will happen at every step of the way. There is no need to make outlandish promises that you cannot deliver but it is important that you deliver on every promise you make.
Make things easy for your customers and reward them for being loyal customers or providing you with feedback. Money off vouchers sent by email can help a customer to feel wanted and that their custom is valued. Online marketing may have changed many elements of the business world but when it comes to providing customer service, the traditional methods can go a long way.