There really is no excuse for losing existing or potential customers due to poor or substandard online customer service. Making your customer service work harder and better for you is not a difficult feat, so let’s find out more about how to accomplish it.
Customer online support can make or break your business. Read any Hostgator review and you can see that Hostgator offers a superior customer support experience. This makes customers happy and you will find that most of the best web hosting companies offer terrific online support.
If you have enough traffic and business, then seriously consider adding the live chat support feature. The one thing that live chat accomplishes is instant gratification, and we both realize how powerful that can be. Once you get this up and running on your site, then people will love how easy and fast it really is. Keep in mind that you will be providing a drop-dead easy way for people to have their questions answered and problems resolved. All they need to do is click on a button that says something like “Click Here to Talk to Us Now”. The next thing that happens is a chat box opens up (like an instant messenger) and the session begins. We have seen live chat that was only available in the evening, or late at night for example.
You should know that a timely and effective response from your customer service department is critical to success. You have enough business obstacles facing you without making more due to slow response times from your CS department. Everything reflects on you, the business owner, so in the end it will be your gain or loss and with no one to blame but you. If you think your own customer service is doing a great job, then how about running an audit and finding out for sure? There is nothing wrong with over-delivering, and one way is to reply in less than the allotted time you give your self.
You will of course have those instances with a problem in which a phone call from the customer is in order. When you have to talk to these people, then avoid be aggressive or defensive about it. Be sure to provide all anyone needs so they can call you if need be. It is a very simple matter to ensure that nobody ever has a hard time locating your contact page. When things are smooth, then people usually will not notice; it is only when the opposite occurs.
You can still survive with bad customer service because there are large corporations that have done that, but they take a beating in the search engines.
Every business has areas of improvement, and it only makes good business sense to make your company as strong as possible.
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