online customer service

What is Online Customer Service

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What is Customer Satisfaction?

Some service providers, especially those that don’t provide digital services, are unsure about online customer service and what are the online customer service best practices. Here is a simple definition: online customer service is defined as any service that helps customers solve problems that are delivered using a digital channel.  Online service best practices can be used by customer support agents, individuals whose primary goal is to assist customers. Best practices can also be provided digitally with no human intervention. Such a service is usually connected to a business or brand which sells products and offers support. There are several different types of online customer service best practices, partially depending on the type of industry involved. The most common type is the exchange of communications in real-time using channels such as live chat, email, and social media.

Here are two examples of best practices:

Online customer service experience

Online Customer Service: FAQs

If you find that your customers are repeatedly asking the same questions, then it’s time to consider creating a Frequently Asked Questions (FAQ) section on your website. This is the most common example of online customer service best practices. It provides a useful and straightforward way to add relevant content that will assist your customers in finding answers to common questions and avoid you getting support calls. Creating an online FAQ page for customer service will help to reduce the number of calls and emails that you get from customers.  One good way to adapt your online service best practices for the specific characteristics of your organization is to create different categories for different types of queries and issues. For example, organizing your FAQ page into categories can help your customers to quickly and easily find the answer to their question, and improve their understanding of your product or service better. It is also one of the best practices to make your FAQ pages accessible from any of your channels, such as a website, blog, or social media. This helps to provide your customers with a unified experience and save them and your time.

When you start to develop FAQs, one good technique is to first ask your customer service department for the questions that are commonly out to them. You can then reach directly out to customers to find the most common and important questions that they have. Your FAQs could even have an answer to the question What is online customer service!

Using online video

Today just about all social media channels use video as well as text. Not long-ago online service best practices didn’t use video, as it was often too slow to provide a good customer service experience. That is no longer the case, so any definition should now include the use of video to share information quickly, consistently, clearly, and efficiently. Video also helps people whose learning style is mostly visual. The best practices for video includes the delivery of simple demonstrations on how to do something, but can also apply to tutorials and webinars.  The attention span of many customers can be quite short, so the best practice for videos offering help should be no longer than a few minutes, even 1 minute can provide enough time to provide the necessary information. When delivering webinars as best practices, it is a good idea to keep them under 40 minutes, using the time to informing customers how to make the most of your products or services.

Summary:

What is Online Customer Service

Here is a simple definition: online customer service is defined as any service that helps customers solve problems that are delivered using a digital channel. here are several different types of online customer service best practices, partially depending on the type of industry involved. The most common type is the exchange of communications in real-time using channels such as live chat, email, and social media. Types of online customer service: 1. Online Customer Service: FAQs. 2. Using online video.

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Terry Brown

Terry is an experienced product management and marketing professional having worked for technology based companies for over 30 years, in different industries including; Telecoms, IT Service Management (ITSM), Managed Service Providers (MSP), Enterprise Security, Business Intelligence (BI) and Healthcare. He has extensive experience defining and driving marketing strategy to align and support the sales process. He is also a fan of craft beer and Lotus cars.

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