If you own an online business, you have to be able to take care of online customer service issues quicker than someone with a million Facebook friends can tell them that you haven’t.
Software programs like Rhino Support can put you in constant contact with your customers. They offer live chat and helpdesk software for small to medium sized businesses.
Do your best to keep track of your customers’ activities across various platforms. For example, if a customer calls you regarding a problem and your customer service team is able to quote a tweet or a post the customer made, it would have a lasting impression on them. If it’s a public tweet or post, it could also sway their friends to utilize your products and services too. Birds of a feather do flock together. If one bird sees another bird receiving immediate positive feedback, it’s as good as a personal referral – maybe even better!
If a customer leaves a suggestion for improvement, offer them a reward or at least your sincere appreciation for doing that. Follow up with them and use their name if you end up making the changes recommended. Your customer and all his/her friends will see your positive energy and won’t be able to stop themselves from becoming loyal to your brand.
Always try to reduce your customers’ efforts. If a customer asks a question and the answer to it is on your blog, direct them and guide them to exact post instead of saying ‘Please check our blog for more information’. Better yet, copy and paste the info into your live chat screen for them!
Here are a few no-nos:
Don’t buy fake social followers just for the numbers. Authenticity is the key to trust. People will figure it out soon enough. When they do, no amount of apologizing will repair all the damage.
Don’t leave the customer hanging. If it’s going to take a while to solve the problem, let them know immediately. Then follow up with them so that they know you haven’t forgotten about them.
Don’t try to dodge responsibility for a mistake – own up to it and make amends. Even if it wasn’t your mistake, do your best to solve the problem. One moldy tomato can ruin the whole basket. I’m talking from experience here – and I love tomatoes!
Remember, customers are pickier than ever. But on the flip side, they are also more public than ever. Get them on your good side and keep them there by effectively using live chat and helpdesk software. They’ll bring you more business which will lessen your level of stress and make you more money – guaranteed!