Customer Service

Online or off line customer service is very important part of any business.  Without good customer service, your customer's experience will be less than outstanding and that can lead to loss of customers.  So how do you manage customer service online?

First you need to set your customers expectations for customer service.  What are your hours of operations?  How can they contact you during those hours of operation?  How soon should they expect to receive an answer?

If you use online chat (audio or text) they can expect an immediate answer.  But is you use a help desk or email, how soon can they expect the answer?  You need to set those expectations up front, so your customers understand how long they will need to wait for the answer.

If you use a help desk, you can add a knowledge base (FAQ) section so simple or repeated questions can be answered immediately.

No matter what system you use for customer service, set the expectations and then stick with them.

Until the next time,

Nathan Kelly

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