A feature that e-commerce
merchants often fail to take into consideration is customer support. While
neglected, it is crucial for the success of a business and is one of the most
critical factors determining consumer satisfaction.
When a client is shopping online, several things can go
wrong, regardless of how up-to-date your website is. For instance, they may not
be too accustomed to digital facilities, there may be issues with the payment
process, late deliveries or there can be problems with their products. In these
cases, they need assistance from an expert and this is provided by a great
support team.
What makes a good client
service infrastructure? First of all, when customers are frustrated by
something, they need a quick response from the company to resolve their
problem. Thus, email is not an apt solution and phone calls often put callers
on hold for a long time. That is why you must look into channels that provide
an immediate response. Some examples are SMS, WhatsApp, live chat and
in-app chat. These communication means allow agents to take care of several people
at the same time. A customer
support employee can actively handle only one phone call at a time
whereas he/she can respond to various digital texts simultaneously.
Offer customers a quick response ©Royalty-free image
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