Enhancing Internet Customer Service with These Tips

What role does exceptional customer service play in a customer’s online experience? Imagine you are trying to reach out to the customer service team of your favorite brand and they do not respond to you timely. What would your immediate reaction be? Of course, you will be furious and think to never shop from them again. Chances are that you will also share the incident with your friends and family and they make a bad impression as well. So, you see, bad customer service goes a long way. 

Research shows that 78% of consumers have cancelled their purchase last minute because of poor customer service. In an age where online reviews can make or break a business, the stakes are high. Studies also indicate that majority of the customers, almost 86%, are even ready to pay more for a better customer experience. As businesses navigate this digital landscape, understanding the importance of effective and personalized interactions is crucial. 

Having that said, below are some of the tips and strategies for you:

• Multilingual Support

How many people at your home can speak English? Is there someone who does not understand or speak English? Maybe 2? Or 3? Same here. 2 of my family members cannot communicate in English, so when we go shopping, it’s a struggle. 

This is why, it is important for brands to have customer service in multiple languages, especially in your native language. When customers can communicate in their native language, they feel more valued, resulting in higher satisfaction and loyalty.

Many companies are already implementing this practice. For example, Spectrum has a dedicated Spectrum servicio al cliente for their Spanish internet customers, allowing them to effectively serve a diverse audience. 

Fun Fact: 29% of businesses have lost majority of their customers because they did not offer multilingual support.

• AI-powered Chatbots

It is the world of AI and we are just living in it. Customers these days are undoubtedly becoming more comfortable with interacting with chatbots. We bet, you love interacting with these super-fast bots too. A chatbot’s scripted response will no longer satisfy customers. It should instead guide them directly by fixing mutual issues or responding to their queries directly without the need for a live agent. Artificial intelligence-powered chatbots can do this. 

AI chatbots can take care of most support tasks, whether they are answering simple queries or directing customers to FAQ pages. They can also make personalized recommendations based on a customer’s history with the brand. Customer service representatives can also be connected to chatbots if necessary. 

Fun Fact: 64% of customers are satisfied with chatbots because they are available 24/7.  

• Prompt Support 24/7

The trend of providing automated out-of-hours customer service has made people accustomed to contact companies at any time of the day. It is important more than ever that your care is available fast and whenever your potential customers need it.

It is understandable, of course, that your agents cannot work daily – they are hungry tired, and they have other responsibilities too. So how do you offer 24/7 customer service while reducing response times? A team in another time zone and country may be a viable option. And if you do not have a separate budget for it as yet, we have a tip for you below. 

Pro Tip: When your agents are unavailable, you could use technology to cover for them. By using automated emails, live chat tools, and chatbots, you can meet rising customer service expectations without hiring more staff.

• Tailored and Personalized Responses

When a consumer uses chatbots or self-service options, they expect to receive the same level of personalization. Making customers feel like individuals rather than just another number is all about knowing everything about them, including who they are, what they are doing with the brand and their personal information. Personalized experiences for them mean having a positive experience with a brand as well as feeling fulfilled because they know they are being understood by the brand.

Additionally, the majority of consumers will only respond to customized marketing messages, as they know that businesses can provide them with loads of ways to give them a tailored experience.

A company needs a lot of information about its customers and how they interact with the company in order to achieve effective personalization. There are plenty of tools for that.

Pro Tip: Marketers can now access customer data from multiple sources. Simply combine it to create a comprehensive view of each customer. This will you to customize your marketing and meeting specific needs accordingly. 

Good Customer Service is the Key

Good customer service is as important as the products and services a company offers. And when we say good customer service, it is more than just catering to their needs. Customers these days aren’t satisfied with just a phone number or email address. You have to make them feel special and valued. You also need to apologize when an unpleasant situation occurs and come up with solutions promptly. Be there to listen to their issues no matter how trivial they are. As Vince Lombardi once said, “it takes months to find a customers and seconds to lose one”. 

We hope these tips help you in enhancing your customer service skills. If you have anything to add, please leave your comments below.