Online customer service needs to change.

Are you tired of endlessly wading through automated phone systems and questionnaires to get customer service? Customer service is an essential part of any business, yet many companies are falling short when it comes to providing a helpful, human, online experience. Too often we’re forced to wait for ages for answers or given antagonistic responses from confused operators. It's time for the online customer service industry to change—and fast! In this blog post, we take a look at why current models of online customer service need overhauling and provide some solutions that could improve the overall user experience.

Why Has The Human Touch Disappeared From Online Customer Service?

The truth is that many companies are focusing on using technology to automate their customer service. It’s easy to understand why—automation saves time and money, which in turn leads to increased profits. However, in the process of automating everything, companies have forgotten about providing a personalized experience for their customers, which in the long run will lead to customer dissatisfaction and loss of revenue for those companies.

What Can Be Done To Improve The Online Customer Service Experience?

The key is to find a balance between automation and human interaction. Companies should focus on delivering helpful, personalized experiences that create positive customer relationships.

A Regular Complaint "I Cannot Speak To Anyone Anymore."

Companies should make sure they always provide an option to talk to a real person on the phone and make it easy to do so. Why don't the large companies who can afford to take more staff on, have a dedicated telephone number and a team of people on the end of the phone to at least talk to their customers? The difference it makes when a customer has a problem and just wants to discuss it with a real person is enormous. It is not rocket science.

Case Study

Judith and Martin set up Funkyreaders in 2014 selling reading glasses online and at shows up and down the country. It is a small company but has set its sights on providing the best online experience for its customers that it can give. They have implemented a system that allows customers to ask questions and get answers quickly and easily and try to reply to emails immediately. Any problems are faced straight away. They also understand the importance of providing human interaction, so they have a telephone service which customers can use if they need more help or advice. Any problems are faced straight away. For instance a customer has ordered a +2 strength in a particular frame and the strength is out of stock. A telephone call to the customer is made and usually a solution is found and the customer goes away happy.This has led to increased customer satisfaction ratings, as well as an increase in sales for the company.

Communication Is The Key.

The most important thing to remember when it comes to customer service is communication. Companies should take the time to listen and understand their customers’ needs and provide helpful advice or solutions. In addition, companies should strive to be clear, honest, and transparent in all their communications with customers.

Ultimately, an improved online customer service experience will lead to greater customer satisfaction and loyalty, resulting in increased profits for businesses. Companies should strive to create an online customer service experience that is both friendly and efficient and build relationships. With the right balance of automation and human interaction, companies can deliver a positive online customer service experience that keeps customers coming back again and again.

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Ciao for now!