3 Best Practices for Delivering Legendary Virtual Customer Service
If your company provides a virtual service with no tangible goods or storefront your customers can walk through and experience, then providing a stellar customer service experience is crucial.
Here are three best practices to improve your virtual customer service:
We are all familiar with filling out an online form box to ask a question of a company, only to hear from them weeks later—if ever. Since your customers are not standing in your brick-and-mortar store, they can lose interest in you just as easily as they found you. Don’t let your customers fall into a “communication blackhole”. Make the commitment to reply to online inquiries within 1-2 business days—and follow through on it, every time.
Use Social Media
Email is just the tip of the iceberg when it comes to online communication. When used properly, your social media presence can be an invaluable tool for both you and your customers. Whether via Facebook, Twitter, or LinkedIn—someone, somewhere, is chatting about you. Make it a priority to find them and engage them in a meaningful way. What better way to publicly prove your outstanding customer appreciation?
Any consumer with a debit card and a smartphone can now access the global online market—anytime, and nearly anywhere. In turn, your business has to be accessible enough to handle it. While you may not be able to meet with your customers in person, remember that there are opportunities that stretch beyond emails:
- Offer Skype sessions at convenient times
- Consider adding instant chat session capabilities to your website
- Don’t bury your contact information—keep both your email address and phone number in plain view
Incorporating these best practices into your overall customer service strategy will surely help your company’s ability to deliver legendary customer service .
What are some best practices your company uses to deliver a stellar customer service experience?
Leave your thoughts in the comments below.