Yesterday I was so impressed with one REALLY BIG COMPANY’s online customer service. We never met face-to-face, nor spoke on the phone. But they were using their online presence well and growing because of it. The secret to Online Customer Serviceis a lot like parenting: just being there makes a huge difference.
Top Tips for Better Customer Service Online:
Respond to online contact forms and email promptly to avoid customer fears of “messages being lost in Cyber Space.”
Automated emails are fine, but be sure to make them personal, answer obvious questions and give lots of links.
If you are emailed specific questions, respond to those questions first; then insert your templated email.
Even if you aren’t the person who knows the answer, let them know their email has been forwarded onto the correct person, who will respond. It builds consumer confidence.