Good customer service is of no less importance in the virtual space than in a physical store. As long as you run a business, customers expect value for money backed by excellent service. In fact, online customers tend to be more impatient and even more demanding than walk-in customers in terms of the level of service they expect and how long they’re willing to expend for it.
With competitors a mere click away, it’s useful to find out how to attract and keep your online customers. Flashy banner ads and an engaging social media presence might help, but using these five tips in your daily customer interactions will encourage them to stick around for longer.
1. Respond quickly
Customers everywhere expect a quick response but when the business is online, they expect you to be available even 24/7 to answer queries and respond to complaints. This may not be possible for every business but the objective should be to respond to all customers within 24 hours after being contacted.
2. Deliver according to product service description
Description of the product or service is very important since online customers are not able to see or touch the actual item. It is therefore vital that what the customer receives fits the description, specifications and features, and performs according to expectations.
3. Deliver on time
People today are busier than ever and also have much less patience than in years past. They expect products and services ordered over the internet to be delivered promptly and within an agreed time period.
4. Secure customer information
Cybercrimes and identity theft is big concern when doing business over the internet. Your business should provide the reassurance that the information submitted through your website is secure and that there is some redress in the event of hacking.
5. Establish a complaint resolution procedure
If something goes wrong, customers should be aware of the procedure for redress. The company should communicate clearly which person/department has responsibility to ensure that the complaint is resolved in a timely and satisfactory manner.