{"id":133643,"date":"2020-07-10T07:34:56","date_gmt":"2020-07-10T05:34:56","guid":{"rendered":"https:\/\/gamestrategies.io\/blog\/5-keys-to-delivering-quality-customer-service-online\/"},"modified":"2024-11-01T17:17:02","modified_gmt":"2024-11-01T16:17:02","slug":"5-keys-to-delivering-quality-customer-service-online","status":"publish","type":"post","link":"https:\/\/gamestrategies.io\/en\/blog\/5-keys-to-delivering-quality-customer-service-online\/","title":{"rendered":"5 keys to delivering quality customer service online"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">We\u2019ve all been customers at one point or another. We know what it\u2019s like to be on the receiving end of both good and bad service. However, right now, and especially with the current health crisis and the \u201cnew normal,\u201d online transactions are becoming more and more common, as is the importance of delivering quality <a href=\"https:\/\/www.game-learn.com\/en\/resources\/blog\/ultimate-guide-improving-customer-service-company\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service<\/a> to those making purchases via the internet.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your company has an online presence at all, you already know that delivering quality service requires much more than just having a functional website and email address. You need to have a vision and strategy for the type of products or services you want to deliver and how you want to deliver them. Because this is often easier said than done, these 5 tips are meant to help you navigate this process and help you deliver the best service possible.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">1. Lay out a strategy<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">To start, you have to lay out a clear plan, and for this, you have to have your ear to the ground when it comes to the needs of your clients. Once you\u2019ve pinpointed a need or concern and how you want to address it, detail the various components of your online customer service strategy. Ask yourself questions such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What will the service look like from start to finish?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What type of website will you use?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Who will be the customer service manager?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">If you\u2019re offering just one service, when will it be offered?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What\u2019s the proper protocol in case of an incident or a complaint?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What kind of training does your team need?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Also, it\u2019s normal to feel the need to start as soon as possible, which means sales reps need to start learning the new products and systems now. To accomplish this, online training courses such as <a href=\"https:\/\/www.game-learn.com\/serious-game-customer-service-skills-how-2100-works\/\" target=\"_blank\" rel=\"noopener noreferrer\">2100<\/a> are a good option as they give employees the flexibility to learn and develop customer service skills at a pace set either by themselves or by the company.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">2100 offers a simulator that stimulates experiential learning through 27 &#8220;real-life situations&#8221; related to customer service that students must pass.<\/span><\/p>\n<h2><a href=\"https:\/\/www.game-learn.com\/en\/catalog\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-59316 size-full\" src=\"https:\/\/www.game-learn.com\/wp-content\/uploads\/2021\/08\/banner_2100_en.png\" alt=\"2100 serious game\" width=\"780\" height=\"438\" \/><\/a><br \/>\n2. Open channels of communication<\/h2>\n<p><span style=\"font-weight: 400;\">After analyzing your clients\u2019 tendencies and behaviors, you\u2019ll be able to open and adjust your channels of communication to fit their needs.\u00a0 Although we have more and more channels of communication available to us every day, not all of them yield the same results for every company. Mix and match different ones to broaden your reach and increase interaction with your customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Try it out &#8212; I think you\u2019ll be surprised at the results, and also stay up to date with the latest in the ever-changing <a href=\"https:\/\/www.game-learn.com\/en\/resources\/blog\/what-will-the-ideal-customer-service-be-like-in-2020\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service trends<\/a>.<\/span><\/p>\n<h2>3. Keep it simple<\/h2>\n<p><span style=\"font-weight: 400;\">Imagine for a moment that you\u2019re your company\u2019s ideal customer. What would you want the buying and customer service process to be like? The key is in how you answer this question.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Online users want the process to be quick, intuitive, and personalized. Make sure your website is user-friendly and has sections that can provide help even when you\u2019re not available (FAQs, contact pages, etc.).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another common practice is to use chatbots, which can provide basic assistance in terms of searching, purchasing, and customer support.<\/span><\/p>\n<h2>4. Act quickly<\/h2>\n<p><span style=\"font-weight: 400;\">Making a customer wait a long time for an issue to be addressed or resolved is a death knell when it comes to customer service. The same rules apply on the internet &#8212; every minute counts. Customer service must be fast. If it takes any longer than what could be considered reasonable, you run the risk of the client getting frustrated or leaving.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This also applies to incidents, complaints, budgets, or any other online activity that requires action on your part.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A happy customer is one of the best ways to build customer loyalty and grow your business. A satisfied customer on average will tell 4-6 people about their experience, whereas on the other hand, a dissatisfied customer will tell 9-15 people. Keep that in mind.<\/span><\/p>\n<h2>5. Encourage feedback<\/h2>\n<p><span style=\"font-weight: 400;\">Your clients must be able to share their suggestions and opinions. When you move online, however, the power of this tendency multiplies. E-mail, Facebook, LinkedIn, Instagram, WhatsApp, Twitter, etc. are some of the best-known and most influential curators of it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Most companies have a multi-channel strategy to expand the reach of their communication. As a show of good faith, It\u2019s important to show that you\u2019re available to your customers and happy to receive their feedback.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Do you have any other pieces of customer service advice that you follow? We\u2019d love to hear about them in the comments.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019ve all been customers at one point or another. We know what it\u2019s like to be on the receiving end of both good and bad service. However, right now, and especially with the current health crisis and the \u201cnew normal,\u201d online transactions are becoming more and more common, as is the importance of delivering quality [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":128071,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[157],"tags":[],"class_list":["post-133643","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 keys to delivering quality customer service online<\/title>\n<meta name=\"description\" content=\"Learn how to improve your online customer service with these five quick and practical tips that will work at any company.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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