What if, you are stuck in midst of an ecommerce site and you need some technical help? How about needing a customer representative to guide you while surfing a complex site? Users getting frustrated while experiencing automated phone calls, is highly common nowadays. It takes a while to get to the customer representative in these calls, building up dissatisfaction among the customers. Same kind of scenario is seen online, wherein visitors struggle to deal with the person present on online chat.
Most companies strive to sort out this problem because they aim to provide the best customer service. An extremely valued and loyal audience does not deserve this. The interactions online should be absolutely transparent and seamless such that your audience should get instant help whenever they want, and that too round the clock. There are 3 stepping stones that we will be discussing today, which will not just streamline your online customer service operations, but also lead to a long term relationship building:
Do not act like a robot
Customers contact a customer support representative only after they have tried everything else. Therefore, you need to understand that the information provided to them should be so much helpful, informative, and concise that their problem is solved at any cost. What also involves, is dealing with their problems on an emotional level as if considering their problem as yours. There should not be any canned or scripted language involved, replacing human emotions with programmed responses. Maintain a proper balance by being practical with an emotional touch.
Make them comfortable by providing them with statements such as “I am extremely sorry for the inconvenience caused. Let me see what I can do best for you.” Such statements will make them feel homely and at the same time make a positive impact on them. On the other hand, scripted responses will not just alienate your customers but also make them feel as if talking to machines, even if there is a real person on the other side. Such things can easily be avoided, by having your customers introduce themselves on the go, in an empathetic and natural tone.
Automate only where it is required
After what we discussed earlier, do you really feel the need of having things automated? Well, the answer is YES. In today’s digitized global world, a company floats its products and services to millions of worldwide customers spread across the globe. The reason being, the company can achieve optimum engagement and visibility for its brand. However, it is not that simple.
A company cannot potentially reach every single customer at the same time. Hence, certain level of customer service automation is required without any second thoughts. However, it does not mean that you need not to provide them with live phone, email, or chat support. Automated responses are only good to sort out beginner or basic problems. However, for advanced issues, only live support can fulfill the needs.
Be clear with your customers
Once customers decide to opt for live support, they should be provided with clear and concise options. The representative on the other side should be confident enough to deal with any kind of issues. Do not hide your identity from the customers. Do not misguide customers with false wait time promises. Tell them the actual wait time required to solve the problem. Flexible options should be provided to them such as calling them back, or replying them back through email, or online chat.
Companies always live with the risk of unhappy customers due to canned, automated, or scripted responses. Hence, it is very important to build human relationships while solving their problems. Be unconditionally emphatic and natural in what you speak, while dealing with customers through any live support mediums, so that they do not feel like a stranger stranded amidst the problems.
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