Online customer service can be described as assisting customers at all stages of their relationship with a company to ensure customer satisfaction. It has four key characteristics:
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Promptness: Delivery promises should be fulfilled on time. Delays and cancellations should be avoided.
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Politeness: Using courteous language such as "hello," "good afternoon," "sir," and "thank you very much" is part of good customer service. Good manners are essential, whether the customer makes a purchase or not.
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Professionalism: All customers should be treated professionally, demonstrating the competence and skills expected of a professional. Professionalism shows customers they are valued.
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Personalization: Addressing customers by name and learning their interests is highly effective in building customer loyalty.
The right customer service strategy helps businesses keep customers satisfied and provides insights into what works and what doesn’t.
Types of online customer service:
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FAQ. An FAQ page addresses common customer pain points and reduces the number of inquiries by providing answers to frequently asked questions. It is recommended to make this page accessible from all company channels, such as websites, blogs, and social accounts.
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Help videos, demos, or webinars. Videos are an excellent way to share information quickly and efficiently. For demos, tutorials, or help videos, aim for 1-minute durations to keep viewers engaged. Webinars, lasting about 30 minutes, can teach customers how to maximize the use of a product.
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Social support. Social media has become a vital tool for reaching out to and assisting customers. Customers often check a brand's social channels for answers and support.
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Word of mouth. User-generated content (UGC) is a powerful tool, as people trust it more than anything else. Creating a community space where customers can ask questions and receive answers is essential.
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On-site help. Live chats on websites are excellent tools for engaging with existing and potential clients. Chats provide real-time convenience and help build strong relationships with online shoppers.
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Email. Email is a reliable way for customers to receive responses to their inquiries. Even an acknowledgment email to confirm receipt of the message demonstrates that the customer’s concern is being addressed.
A major trend in online customer service is the use of customer feedback from social media to better meet expectations in the future. Omnichannel support is becoming more popular, allowing businesses to connect with customers through various channels such as phone calls, emails, live chats, SMS, and social media.
Real-time support via video chat or live chat is also gaining traction, offering immediate assistance and guidance. As people spend more time on their mobile phones, providing seamless customer support through mobile devices is becoming essential.
Automation and AI-powered chatbots are increasingly used to handle routine inquiries, saving time for more complex issues and enhancing customer value. Additionally, personalization is playing a greater role—using customers' names, understanding their interests, anticipating their needs, and adding a personal touch to interactions.
