Retailers would do anything to
gain customers` trust and their satisfaction. And social media is the best
platform to know if a business already has it or what bit is missing in this
puzzle of success. Online stores can make most of this word-of-mouth marketing
by offering best online customer support.
Here are a few key points:
1. Be Helpful
Yes, you probably already know it
but this fact always tends to sit only at the back of the mind. Probably you
are very much available but that’s not being helpful. You should be driven to
help your customers, reply to their queries and be ready to solve their
problems. Its way more than keeping an eye on metrics like waits time and
turnover etc.
2. Be Honest
Be transparent and be honest. It
might not what you always want to do but it’s crucial to be open and honest in
your conversation with customers. It’s not going to harmful to accept the small
errors made on your part. An occasional ‘I don’t know’ is not that big of a
problem either. What is actually going to hurt a reputation is to
‘over-promise’.
3. Over-Deliver
While it’s not wise to
over-promise, but to over-deliver can do wonders to the online reputation of
your store. Surprising your customers with free gifts or instant discount will
definitely help you stay as a good service provider.
4. Be an Expert
Being expert in your
Product/Service can help you be the desirable friendly guide as well as advisor
to the customers. It’s very easy for the customers to instantly categorize the
support agents in either knowledgeable or uninformed support agent, hence
leaving a good or bad impression about your online store.
5. Keep it Simple
Keep it easy, keep it
simple.That’s perhaps the best and easiest tip to be the best support in your
market in the eyes of your customer as well as prospects.
