As Web designers, we know the internet makes our lives so much more convenient. You can use the web to make purchases and interact with businesses on the other side of the world. However, there is a downside to this. The internet often feels like a faceless medium, making it easy for scammers to rip people off, as it seems like there is no way to hold people accountable online. Understandably, this might put people off using the internet to do business.
This is where good online customer service comes in. In order to use the internet successfully to boost your business, you need to make sure you Reassure Your Customers and create a pleasant online experience for them. It doesn’t matter if your site is an E-commerce site or simply an online brochure, all the advice below applies.
Make your self accessible.
Provide your customers with as many ways as possible to get in touch with you. Then add this information to your site as prominently as possible. Lots of people will visit a company site to find a telephone number, as they prefer to talk to a ‘real person’ rather than wait for an email.
It’s also good to have an online contact form that automatically emails the customer query to you. These can be easily implemented into any website. Why not ask your website designer to add this to your site?
Have a FAQ page.
FAQ stands for Frequently Asked Questions, and an FAQ page is a page of just that, frequently asked questions about your business. Collate the questions you are often asked by customers and add them to page along with your answers. You can often get good ideas for these pages by imagining what sort of thing you would want to know as a customer about your business, or by checking out your competitors’ websites.
When you’ve created a FAQ page, make sure the page is easily accessible by adding links to it in your menu bar, and on your contact page on your company website. Customers may then be able to find the answer to their question without having to contact you directly, thus saving you time.
Manage and Meet expectations.
On your contact page, terms and conditions page or shipping information page on your business website, to set out how long customers can expect to wait during their interactions with you. If it’s going to take a day to respond to their emails, make sure you say that somewhere on the site, and fire off a quick reply to their email saying that you’ve received the email and will reply in more detail within 24 hours. Then make sure you make a note of the email and reply in more detail within those 24 hours.
Use this model for any kind of interaction with the customer. Let them know how long it will take, and make sure it happens within that time frame.