The last thing that anyone wants to do is spend any amount of time on hold on the phone, waiting to get an answer to a simple question. Whether the music is catchy or annoying really doesn’t matter if one’s patience is wearing thin as they wait. You can save both you and your customer’s time and the possibility of a headache, frustration and a bad attitude, by providing helpful resources and customer service online through your website.
It is important to make interactions with your business as easy and stressless as possible at every stage of the buying process. This means whether they are buying a product or a service, there needs to be assistance before, during and after the purchase is made. Customer’s need to have a way to communicate with you or your team or have a resource to help them if they have any questions, concerns or just need additional assistance. In most cases, if not all, the first place a customer will go for help is online to your website. Your website should provide resources and a way for the customer to reach out to you for help.
Providing options allows you to cater to the needs of your customers, helps you maintain a good reputation and customer retention.
In my experience, one of the most frustrating things when looking for help online is not finding a way to reach out to customer service or only being given one option that will take a lot longer than the time I have to receive a response. There may only be a contact form, only an email address or only a phone number (or no phone number at all). It is important to give your customers options. Some customers may have a time sensitive question and need to talk to someone on the phone rather than way 24-48 hours to get a response to an email. Some customers don’t like speaking on the phone or just don’t want to be on hold and would rather chat or fill out a form. Providing options allows you to cater to the needs of your customers, helps you maintain a good reputation and customer retention. Good customer service makes a person feel like they are being cared for and that they matter to you. It reduces the likely-hood of customers getting frustrated and feeling the need to take their business elsewhere.
Resources come in handy for the customers who really would rather not speak to anyone if they don’t have to. Resources can include, FAQs, a blog, video tutorials, case studies, charts and guides or even a forum where your team and long-time customers can share their experience and answer questions that new customers may have. Aside from the resources, the lines of communication can vary from web forms such as contact forms and order searches, email address and phone number (available and easy to find), live chat or messaging all with a reasonable response time.
Providing great quality customer service online means giving your customers options to having their questions answered and responding in a timely manner. Remember, customer service doesn’t stop after the purchase is made. You want to give your customers a reason to come back and to send their friends and family your way.
Stephanie
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943-239-9480
stephanie@smaysdesigns.com
PO Box 1793 Conyers , GA 30012
Monday – Friday
9:00 AM – 5:00 PM
