One of the most difficult jobs under the sun is not coal mining,neither is it engineering nor astronomy. Working at online customer service is the most nerve-wracking jobs ever, something that only experienced people understand. You wake up every day and look forward to having to deal with all types of people, most of whom can be really annoying. Some times you have to put up with a lot of cursing, complaining and outright insults on behalf of the brand. Well, who said it would be easy?
When it comes to customer support, you have no option but to answer all questions and give required explanations without fail. Why else did you set up an online customer service department? Great service will always warm the hearts of your customers, which will ultimately translate into sales. This is how to do it right.
Create an FAQ Page on the Website
You do not need to answer the same questions daily while you can make your work easier. Prepare a page on your website in which you answer all frequently asked questions. Customers will not have to wait in queue for your response, especially when so many of them have similar questions. This also makes your work easier and affords you time to take care of other issues concerning the business.
Nobody likes to be kept in waiting, including you. Understand that your customers have just as limited time as you do and so answer their questions as soon as possible. Fast response presents you as a reliable person and your customers will keep coming back for more.
Be Alive on Social Media
Majority of online customer service happens via social media. Customers expect to be heard and helped on your various social media platforms. Engage them and offer quick, helpful responses to their questions, complaints and concerns.
Install a Live Chat Button on Website
The live chat button has sometimes been underrated by conservative business people who think it is too much of a hassle to manage. Well, you will never know the value of live chat in online customer service until you try it. The live chat button brings life to your website, something that all types of customers love. It is actually one of the easiest tools you can use to close sales on the website.
Use Automated Conversation Starters on Live Chat
A live chat needs to be inviting. Compose a friendly yet professional greeting message for the web visitor as a way to begin the conversation. A good message should make the customer feel wanted and also intimates that you have the ability and will to assist them.
Online customer service is the less strenuous form of customer service because you are not in physical contact with the customer. An angry customer will not have the opportunity to throw a brick at you, lucky you. Try as much as possible to be nice, even to the brick-throwing and frequently cursing customers.Always remember that you represent the brand and your job is to make customers happy. On more thing; always let them win, even when they’re utterly wrong.
Never say ‘I don’t know’ even when you are clueless. Be smart in choice of words and you will always leave a smile on even disgruntled customers. Remember that they come to online customer service because they expect prompt and helpful assistance. Refer them to other departments when you think they can get more helpful assistance. Whatever you do, always be helpful.
There’s more to online customer service than the above mentioned tips. Share your customer support experience with us in the comment section.