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Hello and thank you for inviting to answer. The question is a bit vague however I can give a broad based answer. You are going to support your customers online and how do you do that? Basic customer service still applies weather you are online or offline. With specific online in mind I believe the key is the availability and clarity. Availability is of utmost important as internet never sleeps. If you are being asked a question during non office hours, either you need to have staff available or else there should be a clear policy (which must be communicated to the customer) as to when the query will be responded to. you need to set up a website that is uptodate and very comprehensive on how you support your customers. It has to be user friendly clutter free , product and service info, customer service policy, physical locations, and most importantly FAQ section.
Clarity- You need to be polite in your online communication (as is the case always with customer service). You need to be able to ask clear cut questions to gather as much as possible data as you cannot read cues from the customers. Then you need to provide simple clear answers and your action plan to support the customer and stick with it. Well I haven't been serving an external customer from behind a computer but I have been on the receiveing end of the world famous organisations. Thats where he ideas came from...hope I have helped you. With respect - Lemali
I agree that the question is a bit vague. I don't really know anything about building an online platform to provide customer service, so I'm assuming that you'd want to know is how to make online customer support efficient.
We can all agree that the internet has opened up this wonderful venue where companies can extent their presence through social media and customer service nowadays is all about retaining customers and keeping them happy with these products and services. But for your online support to be efficient and relevant you would have to set parameters that would revolve around aspects like availability of the support, response and resolution timeframes.
Availability of support would address the times where this service would be available. Will it be available during night time only or for 24 hours or weekdays only or seven days a week? This is important because it concerns manpower that would make this service available.
Also, response and resolution timeframes involves the quality of how you address the issues of your customers using the online medium. If you're company is doing a good job addressing customer issues and inquiries through phones then it would make sense that that same quality service would carry over to your online customer support portal.
thanks for invitation
simply keep on following the customers and contact them directly online
I think first it is important how hard you wanted.After..if you makea review of all the problems you have in the past with customers.
after...you find a solution.
Fully agree with Lemali Widana Pathiranage answer.
If online refers to web-based, whatever said and done, the ONLINE customer support is artificial one and not instant as of now. It can't understand / feel and deal with EMOTION. The advantage is that emotionally charged concern will get diminished by the time resolution takes place. However, for online business this may be suitable but for offline business, online support can't be efficient equals to offline support as of now.
Currently worldwide the customer expects resolution within an hour of concern raised and whether we are capable enough as of now means for this.... no.
Thanks for the invite ............................ agreed with the answers Mr. Yousef
Agree with expert answeres.
