How do I build an efficient online customer support?

Since the customer is vital for any company to sustain, please make sure the support is in line with current market requirement.

Offer 24/7 support through multiple communication platforms and social media and through simple means of communication such as telephone (toll free).

Motivated and well trained team 

Should understand the pain point of the customer and that's it he is with us forever.

Response TAT should be minimal 

FCR resolution must be 100%

Ease of access for customer contact is essential 

Response team must be well trained 

NPS/KPI programs must be in place for evaluation purpose

Provide payment machine and the announcement of providing all the customer needs to identify with the nearest to the customer site maps provide a customer's requirements

By listening their queries and timely solutions. I always believe in positive communication and interaction with customers. It decrease more then 50% of consumer issues and increase 70% customer satisfaction level in addition recommendations.

listen ! you need to listen and understand the problem and assure the customer that you care and listening closely and you are here to help in every way possible

Continuous customer feedback always helps in improvement of services ,Online service can be improved by comparative analysis of customer feedback viz a viz customer satisfaction.

To build an efficient online customer support, the company must have a customer service center, which operates 24/7. Must have well trained customer service agent who will respond to the clients complaints and needs. As to me, I must be attentive, listen carefully to the customer complaints and understand their concerns so that I can take the necessary action and respond effectively to their needs.

• Carefully listen to the customer queries.
• Logged the issues/Problems in a ITSM tool like Jira.
• Investigate on the issues and follow up until the issue get fixed permanently.
• Provide workarounds if it takes a long time to resolve the issue.
• Schedule meetings with customer to update the current status of the issues.
• Help the customer to understand the business process by giving training's if necessary.
• Always meet the deadlines and meet customer SLAs.

Accepting the fact that customer is always right, I have to ensure that excellent performance results be received by the customer in any relation of complaint they have forwarded. This holds the integrity as well of the company by performing any types of complaint.

Online Customer support 

-Online Chat 

-Twitter 

-Facebook 

-Mobile Application 

-Virtual interactive tool 

- Support throughout the day

- Team work with high standard of training and competency

- The ability to understand the customer and make sure the answers to the questions asked are met

- Provide an opportunity for customers to express their opinions and impressions

- Conduct surveys periodically

 providing  information and solutions in an easy way at all times