There's no denying that customer service is one of a company's key assets and can even be a significant differentiator in the market. Therefore, in this technologically advanced era, those who offer excellent online customer service stand out, as we are more connected than ever.
Providing good customer service, regardless of the channel they choose, is a company's calling card , making it full of fans and spontaneous promoters or, when done poorly, brand detractors .
These days, customers don't just want to shop. They need to go further and provide differentiated experiences and interactions . According to a study by RightNow , 86% of consumers are willing to pay up to 25% more for better service.
Are you concerned about customer experience your company's online service post and understand the importance of these issues!
What is online ?
Thinking about your daily life and the people around you, do you communicate online or do you still call each other? Even with phones in our hands, it's increasingly rare to make calls when everything can be resolved through a message, isn't it ?
online service is about : being present on the networks, in different ways, valuing ease of service and user satisfaction
Having digital service options, such as email, online chat, and social media, for example, is extremely important and can define your customer's experience.
However, it is important to keep in mind that online support is just another channel and resource for the company, and cannot become a villain or increase the effort of the user or team.
For the cost-benefit to be real, it is necessary to provide online based on relationship cycles and strategies .
And this service must actually work for the customer and not become another channel that only makes them waste time and leave without resolution.
Why is it important to have online support?
Online service is so important because it offers even greater agility and personalization for the customer . But, beyond that, it offers a series of benefits that further justify its importance. See more below!
Practicality for the customer and the business
One of the main benefits of online service is its convenience for consumers .
With so many routine tasks, customers look for quick ways to resolve their needs. And, once a company has a strong online , this communication between the two channels becomes easier.
One of the fundamental principles of online is speed, so don't let the customer wait too long and define a maximum response time to avoid breaking expectations .
Information security
With online service, it is much easier to collect data and information, and you can keep all of it easily recorded .
This way, information storage is centralized, making it easier to collect results and develop strategies .
Collecting and storing information is important for creating internal strategies. For customer complaints and requests, it's best to keep as many records as possible to resolve these issues.
Financial return
Time is money, isn't it? And of course, financial return is one of the main reasons an organization operates.
online service , you gain in productivity and in meeting future demands .
By increasingly understanding consumers' needs and interests, the greater the chances of creating strategies and closing more future deals!
How to provide good online service?
Now that you understand what online , it's essential to learn a little more about how to put it into practice, right? It's important to emphasize that each company's scenario is unique, but we've put together some tips for you!
Understand and know your audience
To know what type of service to invest in, automating tasks, providing questions and answers, and providing innovations and solutions, you need to know who consumes your product/service.
Knowing your audience is essential to developing any strategy and action plan. Know who you're selling to, what their pain points are, understand their journey , and then take action.
Have different channels
online presence , you need to cover multiple channels , but always pay attention to your company's capabilities so that no single channel becomes a problem. Determine which channels make the most sense for your business and get to work!
Even though it may seem like a traditional channel, most widely used online customer service channels . It's an important medium, and because it's embedded in a corporate environment, it represents security and efficiency.
It's worth having some automated emails that provide the customer with information about the waiting time for a resolution, for example.
Make email responses as personalized as possible and set a maximum response time to ensure it's not an inefficient channel.
Social media
Social media isn't just for entertainment. They're also widely sought after as online . These networks ensure closeness, greater speed, and a sense of immediacy .
Be present on social networks that make sense for your company and your profile, and truly value speed on these platforms. To achieve this, it's recommended to rely on automatic replies and intelligent response assistants to perform an initial filtering process with users.
Chatbots
To respond to everything the customer requests, you can't go without technology , which is why chatbots are also excellent options for online customer service.
The chatbot is programmed to simulate human conversation. It's useful and efficient for frequently asked , that have already been mapped out through your customers' history.
With a chatbot , you can automate repetitive tasks that are easily resolved, freeing up teams to focus on complex problems .
The idea is precisely that, to speed up the initial interaction and the first response time, directing human contact only when necessary.
Prepare your team
Having a prepared team is essential for any type of service, whether online , by phone or in person.
These employees will have contact with the public, so it is essential that they truly know the company, the products, and know how to convey information.
These employees have the mission of communicating the company's values to the external public , so it is essential that they are prepared.
Customer Experience teams is a great opportunity to focus entirely on the customer and their problems and solutions.
Conclusion
At a time when consumers have so many ways to compare and make offers, it's important to differentiate yourself from the competition – and customer service is a differentiator that's easily perceived by customers.
Online service , when done well, guarantees agility, practicality, empathy and closeness to the customer .
Making customers feel like they're an important part of the business and listening to their problems is essential to building loyalty and attracting new audiences . After all, who doesn't like to be treated well, right?
As the famous expression goes, "Communication is the soul of business," and that certainly includes the service you offer your audience. What have you been doing about your online service? How do you manage this important area of your organization? Take advantage and learn a little more about customer relations on our blog!
