Customer service is the pillar of every successful business. AI and online customer service trends have changed the course of buying and selling and customer loyalty.
Customer service, in general, focuses on three key factors:
- Customer Satisfaction
- Brand Reputation
- Customer Retention
Unfortunately, businesses tend to misunderstand the concept of online customer service and adopt inaccurate or partially researched trends, which most often, if not always, backfires.
Seven Simple Tips to Master Online Customer Service
Online customer service is any form of support offered before and after a purchase, using digital channels like emails, surveys, chat support, etc., to ensure a positive Customer Experience (CX).
These tips can help you get a good grip of the online customer service game:
#1. Discover Customer Needs and Prioritize them
Discovering what the customer is looking for will help you serve them better. Online customer service tools, hence, can be used to identify customer pain points. This can be obtained using surveys, customer interviews, AI chat support, etc.
Use this data to design and deliver the best solution for your customer.
#2. Show Up for Your Customers in Real-time
Online customer service gives easy and quick access to your customers through digital communication channels.
Statistics show that social media responses to customer queries and feedback take about 10 hours and are preferred by 16% of customers. Although emails take an average of 17 hours to respond, it was preferred by 29% of customers.
Live chat was preferred by 46% of customers as it took 2 min or less to get a response and led to 3-5 times more conversions. As a result, live chat is now the leading channel for digital communication used by businesses.
This is where conversational AI can step in and help your human agents manage tickets more resourcefully. AI takes care of the simpler queries with sheer efficacy, while human agents satiate the customers’ complex issues via live chat.
#3. It’s Okay to Give Some Space
Customers may feel overwhelmed when service representatives bombard them with options and sales strategies. Give them some space to explore their options and browse through your site, products, and features.
For instance, 70% of customers expect self-service facilities on a company’s website. So equip your website with how-to video tutorials, screenshots, or pictures, thoroughly researched and well-scripted FAQs, etc., and keep them updated regularly.
For instance, you can always step in using a conversational AI-powered live chat support a few minutes into their site introduction.
#4. Be Available in Multiple Channels
Make sure that your customer support team is everywhere your customers are. Identify where your audience may likely seek support or post feedback like social media, live chat, and even app reviews.
The key is to stay active and consistent in addressing the concerns, feedback, and support requests posted there.
Using AI conversational chatbots, you can make sure the presence is maintained without draining your resources. Irrespective of the channel you use, maintain etiquette and follow the dos and don’ts of customer service.
#5. Be Human
Besides replacing pre-programmed chat widget responses with conversational AI chatbots, use these tips for structuring guidelines for your customer service team or developing AI-powered tools:
- Practice Mirroring: This is a technique widely used by customer service reps to mirror the customer’s tone. For example, if the customer is formal, the rep must act formally too.
- Empathize: When customers express their concerns or issues with their product or experience, empathizing with the customer and putting yourself in their shoes will help you understand and address their issues efficiently.
- Personalize: Around 66% of customers prefer a brand that personalizes their customer experience. For example, using their names, designation, or roles can help build rapport. You can get this information from customers using surveys or forms during sign-ups or via incorporating AI live chat sessions.
- Be positive: A delightful conversation can make even a serious issue into a “no biggie” situation. A whopping 70% of a buyer’s journey is based on how support teams treat them. Hence, choose words and phrases that are positive and reassuring.
In this case, AI-based customer support can lessen the burden on human agents so that they can perform at their best and as humanly as possible.
#6. Follow Customer Support Metrics
You must monitor and track every customer service ticket and interaction, preferably using a CRM to assess the representatives’ or a tool’s performance.
These metrics include the number of pending or unresolvable tickets, stats of happy customers and not-so-happy customers, etc. In addition, you can measure CSAT and NPS, and derive valuable insights from them.
#7. Give Heed to all Feedback
Good or bad, take feedback with a pinch of salt. Good feedback can boost business morale, while bad ones can make your business better.
Listening to feedback from customers not only lets them know that you care about their opinion, but it also prevents customer churn, which businesses absolutely cannot afford in today’s market scenario.
To summarize, a perfect CX is:
- timed perfectly
- easily accessible through multiple channels
- not complicated, and
- less dramatic
At Insync, we specialize in building custom AI tools and automation solutions to enrich every customer experience. If you are looking for a tailor-built solution to strengthen online customer service for your business, book a demo with us.