Are you Providing Effective Online Customer Service?

One of the biggest determinants of whether a lead becomes a customer these days is if the online customer service really is helpful. Here are some questions to ask yourself to determine if you are providing effective online customer service.

Do you have a system that effectively tracks customer activities on your website? Providing the right level of customer service 24/7 is only part of the solution; you also have to track your performance and continually refine it to meet shifting customer needs. With effective tracking, you could identify additional FAQs that can be shifted to an automated-response system, making your customer service more efficient.

Do you offer service choices that logically move customers, based on how much assistance they need, from automated to personal service? FAQs can be handled by an automated response customer support system. More complicated inquiries might require one-on-one chat answers with an interactive avatar guide or operator.

Do you greet new visitors in a way that enables you to recognize them on subsequent visits? Develop an easy yet non-threatening way to identify arrivals, such as a guestbook, and use the information to customize the environment.

How complete and accessible is your knowledge base? You want your system to work well and your customer service library to be knowledgeable. Make sure your online customer support system has access to necessary company, customer and product information to convert more leads.

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