The future of customer service is now. Technology has demanded faster and easier support than ever before. But, did your digital age company abandon true service in the name of automation?
Today, finding customer support is as simple as writing an e-mail or lifting a phone. But, even if you are not face-to-face with your customers, you still leave a lasting impression. Are you cared and capable, or come in the form of menacing and mechanical?
Offering stand-out service on the Internet is not as hard as it is rare. A good customer service representative will still put “service” first, even if they are not face-to-face with the customer.
Give personal feedback to each customer. When a customer sits in to e-mail your company, it is because he needs help. He chooses the e-mail because it is quick, but his request still gives a satisfactory and personalized response! Companies anxious to save time and money often take automation very far in their customer support. Each customer has a unique question, and he deserves a unique answer. Even if you save time by copying and pasting the stock replies, change the opening and closing to make the message less robot.
Be clear but honestly. When answering customers’ e-mails, talk honestly and talk about it. Before sending a message, try turning the tables. Ask yourself, “Will this answer satisfy me if I was a customer?” Take the extra moment it wants for your customer to provide that support. This could mean the difference between a satisfied customer and a credit card chargeback!
Provide live customer support. E-mail has become an acceptable form of communication. But, live customer support is still necessary. A lot of information available online can be huge for customers, especially for newcomers on the Internet! Get your company out of the crowd by providing customers with a real person to talk to customers. Geo phone support is an invaluable way to promote trust. When your customer has reached the end of his internet rope, and just needs help, then your toll free number is the answer that he is looking for.
Make sure your support representative has all answers. If your staff is not aware of your product, then the presence of phone support will not do any good work! The customer support representative should be warm and friendly, and be ready to help with any aspect of your product. It feels so good to talk to someone who feels confident in their product. It is better if he is knowledgeable enough to solve your problem without moving you around the company!