The future of customer service is here. Technology has made seeking
out support faster and easier than ever. But, has your digital age
company sacrificed true service in the name of automation?
Today, finding customer support is as simple as writing an e-mail
or picking up the phone. But, even though you're not face-to-face
with your customers, you still leave a lasting impression. Do you
come across as caring and competent, or menacing and mechanical?
Offering stand-out service on the Internet isn't as hard as it
is rare. Take these simple steps towards old-style service in
the digital age:
Give Each Customer a Personal Response
When a customer sits down to e-mail your company, it's because he
needs help. He chooses e-mail because it's quick, but his request
still warrants a satisfying and personal response!
Companies eager to save time and money often take automation too far
in their customer support. Each customer has a unique question, and
deserves a unique answer. Even if you save time by copying and
pasting stock replies, change the opening and closing to make the
message sound less robotic.
Be Clear, But Sincere
When responding to customers' e-mail, be sincere and to the point.
Before sending a message, try turning the tables. Ask yourself,
"Would this answer satisfy me if I were the customer?"
Take that extra moment to give your customer the help he
deserves. It might mean the difference between a satisfied customer
and a credit card chargeback!
Offer Live Customer Support
E-mail has become an acceptable form of communication. But, live
customer support is still necessary. The plethora of information
available online can be overwhelming to customers, especially those
new to the Internet!
Single your company out from the crowd by providing customers with
a real person to talk to. Live phone support is an invaluable way
to foster trust. When your customer has reached the end of his
Internet rope, and just needs help, your toll free number is the
answer he's looking for.
Make Sure Your Support Reps Have All The Answers
The presence of phone support will do no good if your staff doesn't
know your product! Customer support reps should be warm and friendly,
and willing to help with any aspect of your product.
What a good feeling it is to talk to someone who feels confident in
his product. It's even better if he's knowledgeable enough to solve
your problem without transferring you all around the company!
Provide Stand-Out Service; Gain Lifelong Customers
Too many e-businesses skimp on customer service, hiding behind
web sites and message boards. Customer support is an integral
part of every company, even those operating solely online. Be
one of the few to offer stellar service, and gain customers for life!
