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BizReport : Ecommerce archives : November 07, 2014

Top 3 tips to improve customer service

Customer is king. It's an adage as old as retail itself, but with the internet and social media and physical stores, sometimes customer service is lost in the shuffle. Many experts are advising that the customer experience - meaning customer service - needs to be fluid through stores, online and mobile sites and social media. One expert offers his tips to create a more fluid customer experience.

by Kristina Knight

We have come a long way since the invention of the phone - we all use email, text messages, and smartphone apps - still most small businesses use the phone as the main way to serve customers.

"Technology can enable faster and better customer service, but businesses should carefully select solutions that fit their business size and process. Chat is a great example. It's cool and top of the line, and in theory you are always there for the customer with great service. A mid-size business can afford a dedicated staff member who's always available. But for a small business, the client chat request may be left with no response, or if outsourced - provided with a generic answer to their questions. Customers may leave the website irritated, hurting a business," said Ran Oelgiesser, CMO of vCita.

According to Oelgiesser businesses should leverage their website as more than just a place holder for their address, phone and email. The website should "understand" what the customers are looking for, directing them to the pages with the answers to their questions, and as necessary - to the right communication channel," said Oelgiesser.

How do retailers offer this?

First, payment solutions.

"If the customer wishes to pay - an online payment option can be offered," said Oelgiesser.

Second, scheduling solutions.

"If the customer wishes to schedule - an appointment booking solution can make that happen 24/7, in-sync with the business calendar," said Oelgiesser.

Third, form solutions.

"If it's a non-urgent question, a form can be used, gathering the customer information in a structured manner, and guaranteeing the right person in the team will contact the customer," said Oelgiesser.

Image via Shutterstock

Tags: customer service, customer service trends, ecommerce, ecommerce trends, vCita

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