Customer service is an important part of any business or organization. Everyone knows that, right? The importance of good customer service, especially in this day and age, knows no bounds. Now, more than before, many people prefer and appreciate brands with good customer service rather than ones with poor or no customer service. It is not just about the products or services that a business sells, it is also about the importance the customer is given.
Unfortunately, many businesses fail to emphasize or understand the importance of good online customer service. Whether it is a lack of resources or a lack of proper training, the result is never good. Some companies would have, at best, average or a little more than average ratings for their customer service. Take the example of Xfinity customer service by check here.
Xfinity is a well-known service provider, particularly popular for its internet services. While people love the internet speeds and connections provided by Xfinity, the customer service could use some work. It is definitely better than some other providers, however, once they do step up their game, naturally, it would only lead to benefits for them!
Now, back to online customer service.
What exactly is Online Customer Service?
While we know the basics of customer service, what exactly is online customer service? Online customer service is the process of helping customers get immediate help in little time. Mainly, for this type of customer service, tools such as email, social media, and the like are used. As you know, it is quicker to reach anyone online, than it is if a technician or expert were to pay a visit.
Furthermore, it saves time for the customer to get help from online customer service and makes things easier and more efficient for the support teams. They are able to relay instructions and manage a few hiccups here and there quickly and effectively. Additionally, they can manage more customers’ complaints and problems than if they were to travel to each person’s home.
What is Expected of Good Online Customer Service?
Since everything we do has shifted online, whether it is working, taking classes, or even doing chores like grocery shopping, scheduling appointments, etc., it only makes sense to focus on online customer service.
Every business strives to meet its customers’ expectations. Whatever the product or service it is selling, and whichever industry it belongs to, that doesn’t matter. The customer has to be happy enough to trust the business and come back to it. So, what can a customer expect regarding good online customer service? Let’s take a look.
Customers expect a business to offer ease and comfort to them. The easier the process of purchasing something from a store, the happier the customer will be. Usually, the problem occurs when a customer is looking to get something and can’t find the right information for it, for example, if you are browsing a company website and you find a beautiful dress.
You want to know the measurements of the dress, but you can’t find it anywhere, so you have no choice but to message the store and ask for the size. You get a response, but you get it a day later and the dress has been sold out.
These kinds of experiences are most definitely the worst. So, businesses should try to make the whole online process as smooth as possible for the customer. Not only will this make the customers happy, but there is a chance that it will bring more customers to your business!
Choice of Channels
There is no way that a business will find all its customers on the same channel or platform. This is why any business needs to have accounts on multiple platforms and handle all of them effectively. Online customer service is partially done with these accounts and platforms as well. Whether it is answering their queries, directing them to the right number or channel, or taking their feedback, this is all part of the online customer service experience.
You don’t have to reply within a few seconds, but replying within a few days is not good customer service. Getting back to your customers should always be treated as a priority. Whatever the nature of their question, you should set up some standards or rules for the best type of response for it. This way, your team won’t be confused as to how they should go about things.
To solve most of the customer’s problems and queries, your agents don’t just need to be knowledgeable, but they also need to be empathetic. There might be times when your customer is upset about something. During that time, they might lash out at the agent and be completely furious. While that is obviously not acceptable, your agent needs to know how to deal with it in the best possible way, of course.
Taking Everything into Account
To put everything concisely, the basics of customer service have not changed. It is only the medium and the platforms that have changed but otherwise, it is not hard to catch up. It is something that we, as customers, also seek from other businesses. Hence, you should be able to identify what needs to improve and what needs to change completely by putting yourself in the customers’ shoes. Do that, and you will see how well your business flourishes!