When there are issues unsolved, users might run to a FAQs page. If that doesn’t work, they might go to either a chat support representative or send an email to technical support. Most of the time, users don’t get any response from these departments, causing them to lose all desire for the product or service.
We’ve all been there, and we know exactly how it feels like, and it should fuel us to deliver better service. Our customers and clients deserve a better customer service experience. Here are some ways we can provide that:
Focus on Automation.
Prospects work the same way in websites. Like in face-to-face stores, people will shop around and look for the best deals they can find.
Suppose your website sells products with different price ranges. A customer might think about which product is best according to their budget and use it. When a site visitor visits your pricing page, it is likely that they are about to purchase something but need a bit more time to think about it. This is where automation enters the picture.
An automated pop-up can appear on the side of their screen bearing the question, “Hey, want to talk to a salesperson right now?” This simple move can push them to know more about the pricing and how one of the prices is ahead of the other. Automation seals the deal, especially for shoppers looking to justify their choice.
Configure for Confirmation.
Since customer service is centered around helping potential clients get what they need, it is excellent to configure the experience to serve information to users.
Some websites push hard selling to potential customers. Some customers value the information given to them more than the product or service that they’re after. You need multiple approaches, as customers can be diverse.
Why not configure your customer service into something that provides further information? It would be a great help for customers unsure of exactly what they’re looking for. It is also a way to expand customer knowledge and make them think that this is more than selling and customer care.
Through automation, set up a list of FAQs with answers to pop-ups any time a customer lands on your website. This can make it easier for you and the customer, as you would not need to assign a customer service representative to every person that inquires.
Customer service shouldn’t only be about fixing issues. It should also provide information and help customers get the best out of the website. It should be an ever-present endeavor that improves the customer experience every step of the way.
By using automation and configuring the service to their needs, there is a considerable chance that potential customers will become long-time customers. Remember that business isn’t only about selling, but also how you take care of your customers.
Discover My Business is a full-service digital marketing consulting company that helps brands expand their reach. We are based in New York, Miami, and Chicago. Book a free consultation today and see how we do work for you and your business.