A test-practiced on around 1500 consumers under laboratory conditions resulted in a huge conclusion stating that 65% of consumers felt an increase in heart rates when they thought about receiving excellent customer support while buying any product no matter physically or virtually.
It is a proven fact that consumers will buy products and services from the company which succeeds in offering good customer service and will never rebuy from the place which either did not valued them or refrained from providing customer support.
Online Business must understand the importance of online customer service and make a routine practice of delivering it without fail.
There are certain customer support skills that every business must offer to its customers. Business always think about launching new products, use latest technologies, and deliver new concepts and what not! However, they always forget the value of making customer satisfied with the customer care support, which they can offer.
So let us pledge to work on implementing some basic practices in order to boom your online business with n number of happy and satisfied customers:
5 online customer service practices which will make your customers happy:
1. Define the customer expectations:
It is very important to state that what a business can offer to a customer. Thus, every business must set the customer expectations where the customers identify that what all services he or she will get if they make your business as a choice.
Remember whatever expectations you establish, always try to exceed in fulfilling those services. With this, customers will be overwhelmed by your offerings.
Expectations always act a lure to customers thus do not ever fail in providing what the customer expect from you.
Best business strategy is always under promise and try to over deliver. This will attract customers for repeat purchases and establish your brand name in their subconscious mind.
Another benefit of this is customers will spread good mouth of word about your brand, which means more referral business.
2. Offer multiple touch points:
Every touch point of business has a unique purpose. It can be designed to identify prospects, resolve customer problems, speed up conversions, or provide customer support. You should ensure that you create a touch point for post-sale services as well. This will help customers to establish trust and know that you care for them and customer satisfaction is important for you even after your offering is sold.
3. Stay attentive:
Many a times in online business, customers feel dissatisfied and they cannot even express it. Thus, online business must have ability to listen what is untold and unshared. If you fail to understand what customers are saying, you will fail to deliver good customer service to your clienteles.
Being into online business, you have tools and technologies which help you understand customer behaviors, and preferences, thus smartly use those tools because customers will not share a direct feedback if they don’t feel your website UI attractive, it’s you who need to identify this by observing bounce rate.
Thus, every aspect of your online platform must be excellent so that customers feel satisfied.
4. Be positive and share positive responds:
At the time of customer interactions, always use positive words even if the situation is unfavorable. However, this does not mean that you share wrong information or hide truth.
However, a positive hope keeps customer engaging with you and a possibility is high that he will return to you.
5. Focus on establishing a closing ability:
Whenever you interact with a customer no matter on which stage your conversation is, always try to end the conversation with a positive customer satisfaction note and customer must feel that the customer care team has taken care or will take care of every query, suggestion, problem shared by them.
This will help your business to make serve customer with unique customer support strategy.
Thus, customer support is very important for your business, as it will help you in bringing referrals customers, higher customer acquisition rate, boosted customer satisfaction rate, loyalty and excellent brand image in minds of customers.
Now, what are you waiting for, plan unique methodology about delivering good customer service to your valuable customers.