If you own an online store, it is natural to have customer service. In this article, we will explore the most important points any business owner needs:
1 – Multiple Communication Channels
According to studies, customers expect to communicate with online stores using up to 10 different methods. Of course, you don’t need this many communication channels. A reasonable number of channels that your customers regularly use will suffice.
The level of customer service varies depending on the business and type of service provided, whether selling products or offering services. It’s essential for customers to feel that communicating with the online store is easy and that they are welcome at any time.
One of the problems faced by store owners and their customers is the lack of a centralized communication channel. For example, if a customer starts a conversation on one channel and wants to continue it on another, they will have to explain their problem again. This issue may seem minor at first glance, but 85% of customers feel frustrated every time they need to repeat their question.
2 – Understanding Customer Needs
Understanding customer needs is one of the most important skills any online store must ensure their customer service team is trained in. It’s crucial to have someone who understands the customer’s problem and is capable of responding and directing them to a solution.
One of the most significant factors leading to losing a customer, whether old or new, is poor customer service. Ensuring that customer service is well-trained and experienced in dealing with all types of customers is one of the key factors in distinguishing any business. It’s also vital to have a clear mechanism for recording customer issues by using customer service software and creating support tickets that allow customers to track their requests. This also provides the customer service team with a history of the customer’s issues for better follow-up in the future.
It’s also important to ensure that customer service is trained to handle any question or inquiry that hasn’t been raised before. Saying “I don’t know” or “We’re not sure” or “That can’t be done” is discouraged as it reduces the company’s trustworthiness in the eyes of the customer, prompting them to seek alternatives. Instead, when unsure of the appropriate response, it’s better to say “Could you please wait for a moment while we address your issue?” or “Your concern has been noted, and the support team will contact you as soon as possible.” These phrases show the customer that the company cares, earning their loyalty.
3 – Speed of Customer Response
A study revealed that 53% of customers who contact brands on Twitter expect a response within less than an hour. This number jumps to 72% if they are reaching out to complain about an issue.
Every customer wants to receive answers to their inquiries as quickly as possible. Most customers contact customer service because they have a problem to solve or need information about a service before making a purchase. A fast response is key to increasing sales.
If you’re a new customer with a few questions about the services a company provides, you’re more likely to make a purchase if you receive a quick response. However, long wait times might change your mind.
On the other hand, if you’re an existing customer, a quick response can be crucial to your business. Therefore, speed is essential for maintaining customer loyalty.
4 – Solving Customer Issues
If you own a business and provide services or sell products, expect that customers will need your help to solve their problems. More than 88% of customers believe that companies do not prioritize customer satisfaction and don’t care about their needs.
Although companies know that customers need their problems solved, some tend to neglect these issues, considering them minor. However, these are not minor issues for customers. Many companies fall into the mistake of focusing on other services that may hold no value to the customer.
When training your customer service team, emphasize the importance of understanding the customer’s problem before rushing to propose solutions. It’s also essential to interact with customers and provide solutions consistently. If the customer service team cannot resolve the issue, ensure they propose alternative solutions or offer compensation. This approach is vital for earning customer trust and loyalty.
It’s also important as a business owner to hold regular meetings with your customer service team, ask them about their challenges and customer needs, and emphasize making customer satisfaction a priority.
We hope you found this article helpful.
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