We all know that consumers want to deal with customer service issues online these days, but are brands able to keep up? According to recent research by uberVU, the answer is simply no. For example, 65% of the world’s top businesses are on Twitter, but companies only respond to an average of 30% of their customer’s feedback and questions in social media. When it comes to online customer service, it can definitely be a challenge.
This is especially true if the company hasn’t hired someone to specifically take ownership of this responsibility. If you think handling a company’s social media presence isn’t a full time job, check out Workweek Of A Social Media Manager Divided Up By Hours. It’s definitely a full time job, well, if it’s done right that is.
So how can a company that wants to earn a good customer service rep improve their online customer service? This infographic called 7 Ways To Provide Exceptional Customer Service For Ecommerce (by Salesforce Desk) can help. It goes into several different ways your company might be able to improve its online customer service experience for customers.
As a consumer, I particularly like the “online chat” option. When I go to a company website that has online chat, I can just jump on there quickly, ask my question, and get off. I don’t have to wait for an email or a response in social media. It’s typically a very fast way to get a quick customer service issue handled.
Offering multichannel support is another big one. Different people prefer different methods, and although you might want to streamline all your customers into one place, it doesn’t always work like that. Online customer service is here to stay, so it’s time to get on-board if you aren’t already there.
Online Customer Service Tips
(Click Infographic To Enlarge)