Shaping customer service online
Customer service is more than the contact option after a completed purchase. Customer service is part of customer care if you provide the service to the customer before a purchase is made. With your customers and your business in focus, customer satisfaction should be achieved and maintained. In the best case, you consider necessary aspects already when planning your services or goods.
What are the benefits of good customer service?
Customers who are satisfied because, among other things, they enjoy support when they need it, are usually happy to come back and thus remain part of your clientele. In addition, your company’s services can be recommended verbally or praised in writing. Your company may also be fortunate enough to have satisfied customers mention your company on social media channels, thus providing additional publicity. The satisfaction of your customers is a priority, so your team should invest a lot of time in conceptualizing the customer service.
Customer service is more than just direct contact
At this point it should be said that not every company has to offer every kind of customer service. Customer service can be very different offline than online. In this article we will look at online business. One possible step, even before contactable customer service, is to integrate a FAQ or a knowledge base. These are good options in terms of customer self-services (CSS). However, it is important that your customers can use them well. Therefore, you should not disregard the optimization for different screen sizes of the end devices. After all, CSSs are about more than simply letting customers search for themselves.
FAQ as part of the customer self-service
If your company decides to set up a FAQ as part of the CSS, the employees have to think about which questions might come up with customers. For this purpose, they have to put themselves in the shoes of different personas in order to develop suitable questions. As soon as data from customer enquiries are available, these should also be included in the optimization of an FAQ. Depending on the size of the questions, the most frequently asked questions can be well analyzed. Well structured, it helps the customer to find his way around more quickly and to find the desired answer.
But there will always be companies for which a good FAQ or other CSS variants are simply not sufficient as customer service. Customers want to contact the company in question to complain, praise or discuss other concerns. Every single one of your customers should have this opportunity.
Use of Live Chat in customer service
The most direct way to offer your customers a contact possibility without detours is a live chat, which is integrated on the website of your company. You or your employees take care of the customers and at the same time can count on the artificial intelligence of chat bots as support. The latter can take over tasks of categorizing concerns and forwarding them to the right employees.
Live chat can now do more than “just” written direct contact with the customer. With the right live chat solutions, live chat also includes video chats, screen sharing and more. The use of video chats is very useful, for example, when advising on a customer’s choice of clothes.
Live chats can also be used in social media channels such as Facebook or Instagram for fluent communication. Increasingly, customers are also encountering the possibility of using WhatsApp, Telegram or other messengers for direct contact. In all communication channels that you choose for your company, attention should be paid to data processing, among other aspects, when third-party providers are involved for communication purposes.
Not forgetting old familiar contact possibilities
Every company usually starts with a few customers, possibly with a small budget. Nevertheless, it is important to include a telephone number or an e-mail address on the website. After all, besides private customers, there are other entrepreneurs who would like to get in touch with you. If they don’t know how to contact you or your team members, the logical conclusion is that they won’t get in touch.
PayPodo expands its customer service
The current customer service of PayPodo is used with pleasure and we are very pleased about that. As a thank you to our customers and interested parties, we would like to make it even easier for you to contact us. The customer service will be further developed and expanded with the appropriate options. The PayPodo team thanks you for your interest and looks forward to further good working relationships!
AI-powered chatbots can be used on your website and can also be trained by you or employees with learning material. A well-trained chatbot can save you or your team a lot of work and help your customers.