Business over the last few years has moved into the digital world. It is essential for every business, small or large, to maintain a solid online presence. Blogging, social media, and creating online content is vital to every marketing plan, but have you thought about the huge importance of online customer service? You should!
Customer service in general is a big reason in customer satisfaction and loyalty. Technology and the digital age have transported us to a time where customers want fast results, mostly because they can. The web has severely changed the way we live, do business, and discover information. There is no turning back.
In fact, it would be smart to look a bit further into the future or risk falling behind your competitors. Over 50% of retail sales are online and that number increases during the holiday season or other important times (back-to-school). Some businesses operate completely from the web. Even if a vast number of your sales aren’t online, you want customer service that is. You may not have the resources to answer questions around the clock, but your customers should have online possibilities which go beyond your normal business hours.
Your website should be its own customer service center. Your content needs to be informative about who you are, what you do, and what you want your customers to experience while on your website. Your services and products page should be comprehensive. Be sure that you have a frequently asked questions (FAQ) page that provides the most detailed and current information your business has to offer.
E-mail is a very basic way to provide solutions to your customers online. Try to be available as frequently as possible to answer e-mail questions and concerns. This delivers a quicker response than having your customers wait until the following business day.