How to Improve Customer Service in Online Businesses? 7 Proven Strategies

Today's blogs is all about How to Improve Customer Service in Online Businesses, and we provide 7 proven strategies to help improve your customer experiences.

Exceptional customer service stands as a cornerstone for any business engaging directly with its customers. 

The digital realm presents unique challenges in customer interaction due to the absence of face-to-face contact, but the core principles remain unchanged. Consistently delivering an outstanding service experience is paramount to maintaining customer satisfaction.

Research indicates that a staggering 96% of customers are inclined to switch companies in pursuit of superior customer service. Even if your product boasts exceptional quality, market share can slip through your fingers if your team fails to provide a service that fosters customer loyalty.

Conducting business online introduces the complexity of engaging with customers through various touchpoints. However, this complexity comes with its own set of advantages, particularly the opportunity to actively seek and incorporate customer feedback.

Arming yourself with the right tools is crucial in crafting a robust customer service strategy and enhancing the overall service experience.

Before we get started on how to improve customer service in online businesses, lets get into customer service definition and examples: 

What Is Customer Service?

​Customer service refers to the direct, personalized interaction between a consumer and a representative of a company. 

This interaction typically occurs when a consumer is making a purchase or seeking assistance with a product or service. While many aspects of customer care have become automated, the option for customers to engage with a live customer service agent remains integral for most businesses. 

This direct engagement is widely recognized as a crucial element in ensuring customer satisfaction and fostering loyalty, as it provides an avenue for addressing specific concerns and inquiries.

For most retailers, the quality of customer service is directly linked to the likelihood of repeat business and positive word-of-mouth referrals. 

The ability to navigate complex issues or receive personalized guidance enhances the overall customer experience, making the interaction more meaningful and memorable.

In addition to its role in fostering customer satisfaction, customer service is also viewed as a fundamental aspect of servant-leadership within an organization. This approach prioritizes the needs and well-being of customers, viewing the customer service representative as a servant to the consumer, dedicated to providing assistance, guidance, and solutions. 

By emphasizing this aspect of servant-leadership, companies aim to create a culture of customer-centric values that permeate throughout the organization, contributing to long-term success and positive brand reputation. 

Here are some examples of customer service:

• A customer service representative at a retail store helping a customer find the right product.
• A technical support representative troubleshooting a customer's computer problem.
• A customer service agent at a call center resolving a customer's billing issue.
• A restaurant server providing excellent service to their guests.
• A hotel concierge helping guests with their travel arrangements.

So customer service not only serves as a critical component of buyer satisfaction but is also a cornerstone of leadership philosophy that emphasizes service and customer-centric values.

How does Customer Service Work online

So why is customer service important? Well customer service is crucial because it directly impacts customer satisfaction, loyalty, and the overall reputation of a business, influencing its long-term success and growth.

Online customer service functions as a dynamic and multifaceted system designed to cater to the needs of customers in the digital realm. 

Through a company's website, customers can access a plethora of resources such as FAQs, knowledge bases, and self-help guides, enabling them to find answers independently.

Live chat, a real-time messaging system, facilitates immediate interaction with customer service representatives directly on the website, offering swift assistance and enhancing the overall support experience. 

Email support remains a traditional yet effective channel, allowing customers to articulate their concerns, while social media platforms provide a public or private space for customers to engage with companies and receive real-time responses.

Phone and video support bring a personal touch to online interactions, enabling customers to connect with representatives verbally or visually. The integration of AI-driven tools, such as chatbots and virtual assistants, offers instant responses to routine queries and guides customers through processes. 

Ticketing systems manage and track customer inquiries, ensuring that each concern is systematically addressed. Online communities and forums allow customers to connect with each other and seek advice, while feedback forms and surveys gather valuable insights to improve the overall customer service experience. 

Finally, e-commerce platforms seamlessly integrate customer service into the online retail process, addressing order tracking, returns, and product-related inquiries. 

The effectiveness of online customer service lies in its adaptability, responsiveness, and use of technology to provide a comprehensive and user-friendly support network for customers in the digital age.

What constitutes to poor customer service?

​Poor customer service is characterized by various shortcomings that result in dissatisfaction and frustration for consumers. 

One significant aspect is inadequate responsiveness, where businesses fail to address customer inquiries, concerns, or issues in a timely manner. Slow response times or, worse, complete negligence can leave customers feeling ignored and undervalued. 

Additionally, a lack of empathy and understanding from customer service representatives contributes to poor service. 

When customers perceive a dismissive or indifferent attitude, it diminishes their overall experience and erodes the trust they have in the company.

Another critical factor in identifying poor customer service is inconsistency and misinformation. 

When customers receive conflicting information from different representatives or encounter discrepancies between what was promised and what is delivered, it leads to confusion and undermines their confidence in the company. 

This inconsistency can manifest in various forms, such as contradictory policies, pricing discrepancies, or unfulfilled service commitments. 

Ultimately, poor customer service arises when businesses fail to prioritize effective communication, responsiveness, and a customer-centric approach, resulting in negative experiences that can harm the company's reputation and customer relationships.

The Benefits of Customer Service

Numerous factors highlight the importance of businesses investing in robust customer service. Below are key advantages associated with implementing a customer service program:

• Customer Retention: A primary benefit lies in maintaining customer satisfaction. This involves addressing concerns, demonstrating empathy, and resolving issues related to product availability, payments, returns, and technical support. A company's display of care fosters customer loyalty.
• Employee Retention: Customer service extends beyond customers, influencing employee satisfaction. A content customer base positively impacts the work environment, as individuals prefer working in a company that values its customers.
• Troubleshooting and Problem-Solving: Proactive customer service is pivotal. Anticipating and addressing customer issues before they escalate demonstrates a commitment to a seamless customer experience, reinforcing the company's dedication.   Incorporating tech support outsourcing, businesses can ensure they have expert teams available to address technical issues efficiently.
• Leads to Referrals: Satisfied customers often share positive experiences through word-of-mouth, reviews, or social media. This word-of-mouth advertising aids in acquiring new customers and driving sales.
• Boosts Brand: Companies showcasing genuine concern through customer service contribute to enhanced brand equity. This, in turn, leads to more referrals and increased sales.
• Increases Customer Lifetime Value: Establishing a strong relationship through effective customer service contributes to a customer's long-term association with a company. Satisfied customers tend to remain loyal, making repeated purchases and adding to the company's revenue.
• Corporate Culture: Customer service serves as a catalyst for streamlining workflows and fostering collaboration across various teams. Effective communication among agents, managers, technical engineers, and production teams aligns with the overarching goals of customer attraction, retention, and increased sales revenue.
• Competitive Advantage: A robust customer service foundation distinguishes a company from its competitors. It enhances the business's reputation, showcasing a commitment to fostering relationships with both new and existing customers. This, in turn, elevates the brand value and sets the company apart in the market.

7 Proven Strategies to Improve Customer Service in Online Businesses

​So, if you want to know how to improve customer service in online businesses, here are seven highly effective strategies:

1. Omnichannel Support 

​Adopting an omnichannel support approach is pivotal for engaging customers across diverse touchpoints. 

True omnichannel support transcends mere communication on various channels; it demands consistent service flow, allowing conversations to seamlessly transition from one channel to another, regardless of the customer or agent's chosen platform.

To deliver a seamless support experience, your organization must be adept at meeting customers on a spectrum of channels. 

This approach empowers agents with contextual insights into all previous customer interactions across every touchpoint. Achieving this not only prevents customer frustration due to repetition but also contributes significantly to overall satisfaction.  Adopting a robust identity management solution is equally crucial for ensuring a secure, personalized experience across channels. Strivacity's CIAM platform enables organizations to authenticate and manage customer identities seamlessly, further enhancing the flow of omnichannel interactions while keeping user data secure.

2. Elevate Your Team's Customer Service Skills 

​Empower your support agents with the right skills to play their part in the customer journey. You need to promote a customer-first culture and reflect this in your customer service team's training – an effective strategy in reducing churn rate.

Poor customer service skills can be a hindrance to your business. Conversely, excellent customer support can be the competitive edge your business needs. 

When asked to describe the most important attribute of exceptional customer support, 65% of people said that it was simply being treated like a valued customer.

If you want to retain customers, these are the skills your customer support team needs:

• The ability to put themselves in the customer's shoes and understand their concerns.
• They need to be extremely knowledgeable about your product.
• Customer support personnel must be able to communicate clearly and put customers at ease.
• Being polite and courteous can make a vast difference in how a customer complaint works out.
• Active listening is a skill that helps you identify what the real issue is.

3. Cultivate a Feedback-Centric Approach 

Ingraining the practice of soliciting and acting upon customer feedback is paramount in your customer support standard operating procedures. 

Negative reviews, when leveraged effectively, serve as crucial insights for refining your customer support strategy, offering a profound understanding of weaknesses and avenues for improvement. Additionally, feedback serves as compelling social proof, enhancing your brand's credibility.

The process of receiving feedback and implementing pertinent changes is continuous, benefiting both your business and your customers. Its scope extends beyond product enhancement to encompass the entirety of the customer journey.

Solicit feedback through concise surveys and targeted questions at various stages of the customer journey. Utilize channels such as email, pop-up surveys on your website, and native survey features on social media platforms like YouTube and Instagram. 

Recognition is key; ensure your agents are duly rewarded when positive feedback highlights their contribution to an exceptional support experience. 

4. Foster a Culture of Knowledge Sharing 

​Customers engage with support teams for a myriad of reasons, extending beyond problem resolutions and complaints. 

Whether seeking product recommendations, technical solutions, or guidance on product usage, customers reach out for diverse assistance. By facilitating customer-to-customer interaction online, you not only enhance customer engagement but also optimize the efficiency of your customer support team.

Establishing an online forum dedicated to customer queries encourages the public documentation of solutions for common issues. 

This not only benefits the immediate user but also serves as a valuable resource for others facing similar challenges. Furthermore, it provides an avenue for seasoned customers to contribute their expertise, fostering the development of a robust online community of brand loyalists.

The practice of knowledge sharing on a public platform among customers and prospective customers is a dynamic and mutually advantageous solution. 

Beyond addressing individual concerns, it becomes a repository of collective wisdom, creating a supportive ecosystem where customers actively contribute to each other's understanding and build a stronger bond with the brand. 

Embracing this collaborative approach not only saves your customer support team valuable time but also cultivates a sense of community among your customer base.

5. Optimize Customer Assistance with a Comprehensive FAQ Page 

Integral to your brand's online customer service strategy, an FAQ page serves as a cornerstone for addressing customer concerns. 

Positioned as the initial point of reference for customers with queries, it offers resolutions to commonly encountered issues. In instances where answers aren't readily available, customers can seamlessly transition to traditional contact methods such as phone, email, SMS, or live chat.

The significance of FAQ pages lies in their ability to facilitate customer self-service, providing prospects with documented solutions to prevalent issues. Recent research underscores the evolving customer expectation, with 88% of consumers now anticipating brands to offer at least one self-service option. 

FAQ pages emerge as a practical starting point in meeting this expectation.

To maximize the efficacy of your FAQ page, ensure it comprehensively addresses fundamental and common questions. Cover essential topics such as delivery options and return terms and conditions. 

Organize the FAQ content into intuitive categories, streamlining the navigation process for customers and enabling them to swiftly locate pertinent information. A well-crafted FAQ page not only enhances customer satisfaction but also aligns with evolving consumer preferences for self-service options.

6. Harness the Power of Chatbots for Enhanced Customer Support 

 When it comes to self-service tools, chatbots emerge as a dynamic solution to scale your customer support endeavors. 

The evolution of omnichannel chatbots signifies a transformative approach, designed to address issues, provide answers to common queries, and assist in purchasing decisions across your website and social media platforms. Unlike human customer support teams that adhere to time constraints, chatbots operate 24/7, ensuring continuous assistance.

Positioned as a pivotal component in the future of Customer Experience (CX), chatbots excel in delivering real-time and scalable support. 

Their capacity to simultaneously assist numerous customers proves invaluable, especially when human resources face limitations. By offering instantaneous help, chatbots play a pivotal role in enhancing conversion rates, engaging online visitors, elevating the overall customer experience, and mitigating website bounce rates.

Chatbots efficiently tackle straightforward issues, contributing to the reduction of support tickets and alleviating traffic on phone lines. To optimize user experience, it is imperative to conduct thorough production tests before deploying chatbots for customer interaction. 

Leveraging historical data, AI trains chatbots to respond to common questions, but meticulous testing is essential to ensure seamless engagement with customers before full-scale implementation. 

The judicious integration of chatbots not only streamlines customer support but also positions your brand at the forefront of leveraging AI for enhanced customer interactions.

7. Elevate Customer Engagement with a Comprehensive CRM System

​Strategically integrating Customer Relationship Management (CRM) systems with call center solutions forms a centralized hub for managing all customer interactions, spanning from prospective leads to loyal brand ambassadors. 

The CRM system serves as an invaluable repository, meticulously documenting the entire customer journey and facilitating the cultivation of lasting customer relationships.

The power of CRM extends beyond customer service, seamlessly intertwining with sales and marketing efforts. This synergy enhances productivity by integrating with crucial tools utilized in customer interactions, such as cloud VoIP solutions, email platforms, social media, and more.

A notable advantage of CRM is the provision of visibility across the entire team, offering insights into the status of each customer. 

This transparency streamlines collaboration, enabling any team member to assist customers effectively and fostering seamless information exchange within the team. 

Investing in a robust CRM system not only consolidates customer data but also establishes a foundation for synchronized efforts across diverse teams, ultimately enhancing customer engagement and relationship management.

Using the intranet to improve customer service

In the realm of enhancing customer service, intranets play a pivotal role by offering robust support to customer-facing personnel. 

Essentially, intranets act as repositories of knowledge that serve as the foundation for delivering exemplary customer service. 

This involves furnishing customer-facing staff with timely and relevant information, thereby enhancing their ability to cater to customer needs effectively. 

Moreover, intranets facilitate increased organizational visibility into customer requirements, fostering a more comprehensive understanding across the entire company.

One key aspect of intranets is their ability to establish a cohesive connection between the organization and the concerns of its customers. This connectivity becomes a fundamental input, shaping customer-centric practices and strategies. 

The practical implementation of these principles involves five specific approaches. 

• Firstly, intranets enable businesses to gain a better understanding of their customers and clients. 
• Secondly, they serve as repositories of knowledge, providing essential information for customer service staff to deliver exceptional support. 
• Thirdly, intranets function as a support system that connects frontline staff, fostering collaboration and information exchange. 
• Fourthly, they contribute to the enhancement of service delivery systems, ensuring efficiency and customer satisfaction. 
• Lastly, intranets can extend their utility by providing extranet access for customers, facilitating seamless interaction and access to relevant resources. 

Each of these approaches is detailed in the following sections, illustrating the diverse ways in which intranets contribute to an elevated standard of customer service.

Wrapping up 

​Are you prepared to elevate your customer experience to unprecedented heights? The seven techniques outlined above serve as your toolkit for delivering swift and seamless online customer support, effectively minimizing friction throughout the customer journey and culminating in a significantly enhanced overall customer experience.

The key to boosting customer satisfaction lies in consistently delivering stellar online support and prioritizing the human connection. 

Strengthening relationships with your customers goes beyond mere transactions; it's about fostering a genuine connection that resonates with them. While the adage "the customer is always right" may not hold universal truth, the value of making customers feel important is immeasurable.

Research consistently underscores the correlation between customer satisfaction and a healthier bottom line. 

By focusing on your customers and diligently improving their experience, you are not only ensuring their loyalty but also enhancing your Return on Investment (ROI). 

In a competitive business landscape, prioritizing customer-centric strategies is the pathway to sustained success. 

So, gear up to delight your customers, exceed their expectations, and watch your business thrive in the realm of exceptional customer experiences.