Your customer service should reflect your company and its personality, be it professional, down to earth, or fun, depending on the type of your company or business. Use some of the methods below to help you personalize your customer service for your online business.
1. Know your Customers
Learn more about where your customers live, their shopping habits, as well as their shopping history. Place a poll on your store website and ask questions so your customers can provide information regarding the products they like, the ones they do not like, and even things they would like to see in your shop or other services they would like you to offer.
When you learn more about your customers, you will be able to communicate with them on a personal level, which will help you personalize your customer service.
2. People-pleasing communicators
Your customer service team should be able to look up each customer so they have information regarding the items or services they have purchased previously, along with anything else you know about them. This will help them communicate on a friendly level instead of just reading from cue cards.
You can even provide your customers with their own customer service contact, which will personalize their experience even further.
3. Create your Brand
Your website, along with all other types of communication, should have your logo and other information that allows you to brand your business or service. All your letterheads, business cards, website, forms and even your template should all reflect the same style, colors, and personality. This will help your customers feel more comfortable when using your business or service as you work to gain their trust.
4. Shopping Assistance
On your website, it would be a wonderful addition to have a personal shopping assistant. This can easily be done by adding an operator who will be able to help your customers find the items they are looking for as well as provide them with information regarding the products or services.
If you prefer you can always just allow your customers to fill out a form and have their personal assistant call them to help them with any questions they may have regarding products or services.
5. Offer several ways to communicate
Try your best to keep the communication going when you are speaking with a customer. If you cannot answer their question, try your best to give them the correct information or be sure to get them to the correct person who can answer their questions. No one wants to be put on hold for hours and be transferred to one person, then another, and on and on. It is always a good idea to provide telephone numbers, forms, and emails so your customers have several ways to contact your company staff.
About the Author
This article was written by Charles Henry.