The website with the best customer service is the one with minimal personal interaction with customers. This isn’t to say one should avoid having personal interaction with customers – phone calls, e-mails, chats, etc. – but it is to say that a properly designed website should be able to answer most of a customer’s questions so that people don’t have to. Setting up your system well will streamline your whole process and will limit the amount of man hours spent on customer service.

Automate as much of the process as possible. A big part of this is automated e-mail responses when people place an order or make changes to an order. Consider including order tracking so customers don’t continually have to contact you to see when their product is expected to arrive. Automatically keeping them in the loop about their order will make sure their questions are answered.

Have a well-designed website. Your website needs to be easy to navigate so you don’t have people calling you, wondering where to find a certain product. The descriptions of products and steps for order also need to be displayed prominently so people aren’t wondering about a product’s features or what the next step is to order it.

Have an extensive FAQs page. If people are calling up frequently with the same questions, put those questions and answers on the website in a Frequently Asked Questions page. Make it searchable so people can easily find what they’re looking for, and continually update it as more common questions arise.

Seek feedback from the customers. Most customers will be willing to spend a few minutes talking to you about their experience and what could be improved. A coupon – something like 20 percent off their next purchase – is a great incentive for them to participate in the survey and will also bring you return business for when they use the coupon.

Make it easy for customers to contact you. While you want to minimize the amount of time you’re spending on the phone or answering e-mails, few things will turn a customer off more than not being able to contact the company. If they have a question that is already included on your FAQ, answer their question first and then politely direct them to the website to show them the FAQ page – encouraging them to call back if ever their questions aren’t included on that page.

Your customers are your business and while there are some differences with how customer service is handled through a website, the principles behind Kamagra respecting and helping your customer always apply. Help them feel satisfied and they’ll turn into one of your greatest marketing assets.

Author Bio: Jacque Crook is an experienced consultant with PMI Coaching

Category: Business/E-Commerce
Keywords: online customer service, website customer service