Customer service is a huge part in creating a successful business. Its the direct interaction with your market and plays a major part in how your brand is perceived. In a perfect world you could afford to staff a 24/7 customer support line with both online chat support and phone operators. But in the real world budgets don’t allow for that kind of support, so what do you do? After the jump I will talk about a few tips that have worked for others that you can try.
If your business plan doesn’t have the budget of customer service support over the phone your next best solution is to create a online customer service strategy.
1. Respond fast – The faster a customer is contacted the better they will feel about your customer support services. Remember even if you cannot solve their problem right away reaching out to your customers to simply acknowledge them will a long way. Try to create a system that contacts customers within a few hours of receiving their questions. This will give you time to fix the issue while your customer feels as though they matter.
2. Communicate with Social Media – Making a customer feel special is the heart of great customer service and social media is an amazing way to communicate directly with your customers in real time. When you see a customer complain or raise a question on Facebook or Twitter, reach out to them directly and let them know you care.
3. Be a real person – When customers are having a issue one of the quickest ways to resolve the problem is to relate to your customers on a human level. Be genuine and appeal to them as if you know them personally. Try to put yourself in their shoes and communicate authenticity.
4. Supercharge your online forums – A great way to help boost your online customer service is to create a resource for customers to troubleshoot their own issues. Every time you get an issue try to document it and then publish the solution on an online forum or FAQ. This way you can direct customers to your online forum who have similar problems.
Every customer is different and will have different expectations for customer service always keep in mind that without your customers you don’t have a business. Try these tips and let us know how your customer service improves.