When you do not give your phone number and replace it with a chat, Email Lists an email or any other form of indirect communication, the client interprets that you do not want to face him, which is a negative entry point. The online customer service telephone number should be in a prominent place, and you should also encourage the customer to use it with any questions that may arise in the purchase process Personalized attention. In addition to the phone and e-mail (for God’s sake, don’t use the phone to tell a customer. Send us an email if you don’t want them to burst into flames). The other preferred online customer service channel is social media. Specifically Twitter and Facebook. More and more companies are being encourage.
Worten allocates 25 advisers to complementary Personalized attention
It’s a compromise between the relative coolness of an email and attention in person or over the phone. In the case of Whats App, why not use a conversation channel that everyone who has a smartphone already uses? All customer service channels, although they have peculiarities and, above all, different times. Share a series of common procedures to offer the best online customer service. Which we will explain below. Therefore, the smartest thing is for your customer service team. This speeds up online customer service times (something that you and your customers will value) and builds confidence in the customer who complains, who feels that the person on the other side knows what they are talking about.
Go from the physical store to the online
There are always a few steps to follow in the online customer service process. It is necessary that you design an action protocol with, at least, Find List the following stages: Listen: At this stage the customer is listened carefully, he is allowed to speak and is not interrupted unless we ask him to expand the information. Identification of the problem : The person who attends the client must identify with the client what is the problem that he thinks he has. Steps to solve it: The client must be inform of what steps we are going to take to identify the problem. If we have not been able to do it before and what type of solution is going to be give. Solution: If we can fix it on the spot, the person serving the customer should be trained to do so.