First impressions matter when it comes to customer service. Start the right way!

Customer service online doesn’t mean it’s impersonal. It’s about creating a human touch in the digital world through compassion, and a positive attitude. Customer service management could be done through various tools such as emails, social media, live chat, and messaging apps.

HUMAN TOUCH IN A DIGITAL WORLD

HUMAN TOUCH IN A DIGITAL WORLD

THE DEFINITION

Why does online customer service matter? - The secret tool your business needs.

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Customer service personnel are at the forefront of any business. A good interaction can create a long-lasting customer, while a bad interaction can create a tarnished brand reputation.

There are different types of online customer service, depending on the industry that is involved. The exchange of messages is mostly done in real-time and involves channels like live chat, phone calls, email, or social media.

Brand reputation is how you are viewed by customers and the world. It takes years to build a positive brand rep but only about 5 minutes to ruin it. Understanding this message means understanding the vital role of online customer service.

It takes a small to medium business 5 times the effort to acquire a new customer rather than retaining an existing customer. Making your customers feel valued and happy can be the difference between liquidation or long-term success.

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BEST PRACTICES

Online customer service best practices

01. Easy interaction

“65% of customers want to buy from companies that offer quick and easy online transactions”

The age of waiting for a customer service rep is over. As more businesses undergo digital transformations, interacting with consumers will become easier for businesses. Any business that can offer easy online interaction will see the upside financially.

02. Choice of channels

“64 percent of customers used a new customer service channel in 2020, and 73% plan to keep using it.”

As businesses continue to move to a more digital approach they’ll have more channels to interact with customers, whether it’s on their homepage or social media page.. The reality is customers will expect companies to be just as adaptable as they are. You need to meet your customers on the channel they are on.

03. Fast replies

“Most customers expect an email response in 12 hours or less, and for channels like social media and chat, the expectation is that you’ll be even faster.”

Customers will no longer wait around for answers, especially when it comes to product information. Responding to customers in a timely manner shows you value their time and care about their needs. Businesses switching to an online approach through a digital transformation will be better equipped to respond faster to new and existing customers.

04. Empathetic agents

“49% of customers want agents to be empathetic. They also maintain high expectations around diversity.”

Answering a customer’s question isn’t enough in today’s world. Customer service agents need to bring empathy and humanity to their role. They should be sensitive to each customer’s needs and provide a personal response.

INCREASE ENGAGEMENTS

Ways to improve your online customer service

Build a community or group

Improving your customer service starts with building a community online. It’s how businesses create customer loyalty and positive interactions online. Choose a platform to get started on. It could be a forum, social media, or even reward and affiliate programs. Build a connection with each one of your consumers.

Be active on social media

Consumers don’t want to be sold all the time. It’s unfair to ask consumers to buy all the time. Businesses should be providing value through social media. It’s a good way to build an audience base, create connections, and reach new customers.

Respond to each new interaction

Having multiple channels digitally still means you have to be present on all of them. Silence on a channel could lead a customer to be negative about service and hurt your brand’s reputation. Let each new interaction know they are heard.

Chat widgets

Live chats can be the best tool to remove obstacles on a customer’s journey and also create 24/7 engagement. Anytime a consumer has a question they can get an answer with a chat widget.

Personalized experiences

Customers expect cross-channel engagement ensuring a personal experience. The only way to achieve this is by taking on a digital transformation. Whether a customer is shopping online or in-person you’ll be able to offer a personalized experience through your digital channels.

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DID YOU KNOW?

The Importance of High Quality Customer Service

Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. (Data from Invest)

(Data from Statista)

The Power of Great Customer Service

If the company’s customer service is excellent, 78% of consumers will do business with a company again after a mistake.

(Data from Salesforce)

The Best Channels for Customer Service

Live chat has the highest satisfaction rate (73%) out of any form of customer communication. Email has a 51% satisfaction rating while phone support has 44%.

(Data from ThriveMyWay)

The Cost of Poor Customer Service

Roughly 61% of customers say they would switch to a new brand after one bad experience.

(Data from Zendesk)

STILL CURIOUS?

Frequently Asked Questions

Online customer service is any service that helps customers solve problems and serves to support them. It could be through email, chat, social media or anything that interacts with customers.

More channels doesn’t always mean better. Each industry is going to have an audience that is more prevalent on some channels compared to others. Find the channels your audience connects with most.

Live chat is one of the best ways to overcome obstacles along your customer’s journey. At any point in the buying process, your customer can ask questions. Aside from that, it’s good to offer easy, fast, and personal solutions.

In the digital age, yes, customers are always looking for help when they need it. This doesn’t mean it’s always within your business hours. However, with a digital transformation, it’s never been easier and more affordable to offer customer service 24/7 even if it’s with a chatbot.

Find out if your business qualifies for the Canada Digital Adoption Plan to receive up to $15,000. Be ready to make a digital transformation!

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