Do Customers Sign Up or Sign Out?

Technology has been our best friend for years, enabling people to make things easier. The advancements are now in every field, from banking, law, information technology, aviation, education to customer service. More people are going online to look for what they need. Surprisingly, they order items on the Internet, visiting web sites that they believe can give them the best deal. Getting an online-based customer service is a sure-fire way to attend to every customer anytime of the day. In fact, e-commerce web sites are one of the front-liners in this method, and they can tell you that they benefit a lot from the use and convenience of a web chat application.

Real-time assistance through a web chat is no longer a trend; it is now fast becoming a must-have business tool with more people searching and buying products using their computer or phone. These users likewise expect the best customer experience as they would in a traditional method like in a 24/7 customer service call center.

Customers always love businesses that are on the cutting edge; they like everything to be:

• Accessible. Make sure that potential buyers can talk to one of your live chat agents while looking at the pages of your website.

•  Fast.  If customers have concerns, they want your web chat agent to respond quickly. Slow response can turn customers off. If you delay or you never respond at all, they will sign out and leave your business completely.

•   Reliable. They want honest, relevant and helpful answers. Your replies should be accurate to what they want to know.

With the internet, everything becomes less expensive and more efficient. It is also an opportunity to improve your brand online.

Are you ready to run an online customer service? Here is a list of things you need:      

• Chat application. There are good web chat applications like Zopim and LivePerson.

•   CMS-driven web site. Even non-techies will appreciate a web site that they can update easily. However, someone must maintain the web site and monitor in case of downtimes. Apparently, your web site must have a good user interface. It should be easy to navigate even through a tablet or a smart phone. Always have your contact details in the site’s home page.

•   Quality agents. Having a professional team of live chat agents is important to your business. They are your front-liners even when you are already out of the office or on vacation. Remember that people should always be available to respond to concerns, answer any questions and inquiries from customers.

Bring out the best in your online customer service. Stay online 24/7/365 and your customers will always stay loyal to your business. Give them the best experience even in social media and they will sign up quickly. Give them a bad experience and they will leave you forever. You do not want them to sign out and look for a better one, right?