Besides from equipping your e-commerce website with special features for those with special
needs, you must also focus on customer service.
The wise option would be to automatically offer help to
someone who seems to be struggling to navigate your website. Regardless of
whether the consumer has special needs or not, being given assistance can
greatly improve customer satisfaction.
You should implement several channels that would allow online shoppers to get
in touch with you. For instance, they must be able to utilise email, live chat,
phone calls and other methods. Moreover, you must also train your client service
team to cater for people with special needs. This would avoid employees
getting nervous or flustered when dealing with consumers. They should be taught
how to use the special equipment utilised to deal with these callers. An agent
at a call centre recounted an episode which transformed the way they operate.
They received an email from a deaf customer asking to call her on a given
number. Everyone was reluctant to do so since they did not know how to
communicate with her. However, an agent mustered the courage to make the phone
call and he found out that the client had already a device that would help the
conversation flow smoothly.
As such, you should train customer service
agents so that they can deal with clients with special needs in an efficient
manner.
Provide
an appropriate customer service
Comments
Post a Comment