With the rise in popularity by customers of doing their shopping online, the way businesses provide their customer services has changed. We discuss what digital customer service is and how to create a strategy for it which works for your business.
Digital customer service refers to the support your business gives a customer through digital channels, rather than via the phone or in person. Digital tools used to do this include website forms, chat boxes, apps, social media, email, texts, voice calls, AI, Bots, screenshares and video chats.
Many businesses find that the only contact they have with a customer is through digital channels, which does require different tools and techniques to provide the same or better levels of customer service they do in person. Customers are also showing an increase in wanting to communicate with businesses digitally, especially using message apps and texts. Having a comprehensive strategy in place for all employees to follow ensures that you can meet your customers' needs and expectations. It also helps to grow brand loyalty, encourage positive word of mouth referrals and increase conversions and sales.
Also for digital customer service, the experience a customer receives is very important and is based upon four key principles:
Keeping these in mind, let's move on to creating a strategy which works for your business.
A digital customer service strategy refers to a documented plan of the support your business will offer customers through digital mediums. Your business most likely has key customer service aspects it already addresses, such as the after sales support, how to address customers, ways to manage confrontation, complaints procedure and ways a customer has to reach your business. A digital strategy will most likely include these key aspects, plus others which are pertinent to the digital world only.
When creating your strategy, take time to consider:
Where to next? Sit down and identify how you want your digital customer service to look and function like, the resources you have and the ones you need to get, plus any training that is required. As with any business process, it can take trial and error to achieve success, so be prepared to make changes and reassess things as they go.
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Posted: Wednesday 4 August 2021