Online Customer service (OCS)
The internet helps make service easier and more accessible to many. With an easy to use website and customer friendly navigation, online customer service is a new and exciting way to create business 24/7 It make help a business become more efficient to help customers and has distinct advantages that we will now consider.
The benefits:
Shopping and information available 24/7
Easier and more convenient for customers. Customer service available from home or business.
Lower customer handling costs
Improved efficiencies due to FAQ and ordering instructions online
Increased rate of customer retention by offering online shopping more convenient.
The Shortcomings:
Your relationship with the customer is less personalised.
Training and learning difficulties for staff to use the online servicing facilities
Investment and technology errors of programs
Live chat
Employees can staff an online chat facility to offer help to clients. Representatives will offer help online via an online chat facility or respond to a forum facility when answering questions about a product or service. Using a chat facility is much like instant messaging. Normally a small browser will open and you can chat to your customer in real-time.
Order Tracking
Many customers or clients will require information on their order such as status, delivery and order processing information. Automated order-tracking processes can free up time and customers enquiries via the telephone if available online. Shopping cart programs may offer an order tracking facility.
Website Customer Service
The website itself offers a level of customer service. The entrance page to a website is likened to a client entering your store for the first time. First impressions counts, even more today as the customer can shop at another store with just one click. The website will need to be user friendly and easy to navigate and read. Offering information such as Frequently Asked Questions (FAQ) and information on products will help your customers guide themselves to the answer or service they require. If your website is hard to use or directs them to other products other than the ones they request, customers may regard this as poor customer service. Your ultimate outcome in OCS is to help your clients help themselves to the answers they require at the instant they require them. Make sure you have an option to email for more information or for feedback or complaints. State your returns policy and legal information including disclaimers for incorrect or non-updated information.
Essential components of Online Customer Service
- Navigation easy to use
- FAQ and contact information required
- Updated information- such as pricing, products
- Secure transactions and privacy information
- Follow up and confirmation emails required
- Human facets such as quick email response and offline purchasing available if required