How to support your online customers?

Silvia Planella/ May 7, 2013/ blog

Helpful Agents

Each interaction counts. Each Customer support representative should be driven to help their customers and solve problems to the best of their abilities. It’s also a good idea to have some agents monitoring these users as they are shopping so if they do run into difficulty you can offer your assistance. Live chat software allows you to keep a kind eye during the shopping process.

Personalized Responses

It is important to personalize some of your responses. Don’t give canned responses to customers when customers are not asking stock questions! Each email and chat must be answered carefully. Often customers are sent responses to questions that don’t address the concerns stated in the email. To increase customer satisfaction levels it is very important to take the time to read and listen to each individual query.

Simple Processes

All aspects of your website and processes should be designed to meet your customer’s needs. If your website is not user-friendly, the less satisfied your customers will be. Informative self-support pages should be created for your customer’s so they can refer to this at all times. These pages should include information on shipping, pricing and general policies. Make sure to maintain your site and gather feedback from your customers to find out if they are satisfied.

Interact with your customers

For each customer interaction you have the chance to be a friendly advisor to your customers. Make sure that each customer support agent has a detailed background on the product/service. This interaction often shapes the quality of the entire shopping experience. Each customer support representative is as an essential resource for your customers.

Outsourcing

It is important that you determine if you have the above qualities. If not you may consider outsourcing your customer support. This will give you the peace of mind that your customer’s needs are met, their questions are answered and they are dealt with in a timely and professional manner.

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