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Customer Service Guide: How To Build It And Make It Work For Your Business
What is Online Customer Service?
It’s the process of answering queries from your customers online. And there are various ways a customer can reach out to you, like through email, phone, LiveChat, social media, texts, video calls, and many more. Think of online customer service as the connection you form with a consumer. The relationship is built by what you say and do through branding, marketing, sales, and support.
So, why is online customer service more important than ever?
Most of the world went remote, in, well, everything. And therefore, we all had to get used to a different lifestyle than before, and online customer service also changed and became more important than ever.
Customer expectations were high, and they are high, with 93% of customer service teams saying that customer expectations are higher than ever before.
What should you do in customer service?
You’ll have to create a strategy. Your Customer Service strategy is a thorough plan, including the channels and how you will talk to your clients. And a part of it should be a clear idea of how you’ll speak to your customers, and handle the response rates, common questions, and issues.
How to Build an Amazing Customer Service Strategy?
Having a constructed strategy makes it easier for both your employees and clients. People inside your company will get a guide on approaching your customers, and your clients will get astonishing service every time. But to prepare such a strategy, there are a few things you need to do first. And the first thing I’m going to mention here might sound easy, but, it isn’t.
Here are a few tips for the start:
👉 You have to know who your customers are
👉 Have an FAQ page
👉 Provide various channels of communication
👉 Take care of answering FAST
👉 Don’t overpromise
👉 Train your customer service team
I hope you’re now better prepared for what to add or change in your customer service strategy. You’re now ready to start nailing your customer service! Create your strategy, absorb what you’ve learned, and comment below on other topics you’d like us to cover!
See you soon!
00:00 Introduction
00:33 What is Online Customer Service?
01:56 Why is online customer service more important than ever?
03:31 What should you do in customer service?
04:14 You have to know who your customers are
04:48 Have an FAQ page
05:23 Provide various channels of communication
06:04 Take care of answering FAST
07:31 Don’t overpromise
08:10 Train your customer service team
09:17 What things should I avoid in customer service?
11:26 Trends in Online Customer Service
13:08 Outro
#customerservice #customerservicetips #customercare
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However, it doesn't stop there! You can expand our software functionality with additional integrations: Google Analytics, Facebook Messenger, Mailchimp, HubSpot, Salesforce, and many more. All this to give you the perfect tool to communicate with your customers.
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