Technology, today, enables customer service reps (CSRs) to conduct face-to-face interactions with more than five customers at one single time. Even though this is cost effective, it does not turn your order-takers and CSRs into Multi-Channel experts. Employee skill sets are mandatory, but what are they? Representatives that are wonderful with customers on the phone may not necessarily be communicative via emails or vice versa.
Personal attention to each customer is a part of good service, however, providing personal attention to several people simultaneously is harder than you might expect.
So what do you do to ensure the transition of Multi-Channels is smooth for CSRs and customers alike? Below are some standard considerations:
- Stay in the loop. You need to make sure that whenever any new promotions or catalogues are brought to customers, the CSRs also should always be informed before their customers.
- Plan to pay Multi-Channel reps more as the more complex the function is, the more downtime is required for training, organizing and resting.
- In the Multi-Channel arena skill testing is more critical. So when CSRs are hired, you need to set up a common customer service scenario and ask the candidates to role-play it verbally. Then ask them to handle the situation in an email format. Evaluation of channel service in contextual meaning, tone, accuracy and grammar would ensure your CSRs are on the way to your Multi-Channel plans.
- Set up QA (Quality Assurance) programs because the more complex the role and responsibility is, the more likely is that something will slip through. CSRs should identify the tone of emails, find out why the customer wants the specific need, and then address the query.
- Make a commitment to put your customers first. “No matter how great we make our software, ultimately it’s a lifestyle choice, a commitment that the company needs to make.”
- Be prepared to do the work. “We like to preach that there isn’t a magic bullet. Customer service is hard work and it takes human beings listening and paying attention to people.”
- Give your customers options. “Make sure you are multichannel; give options and flexibility, so they can communicate the way they want.”
- Make it easy for your customers. “Let them find the answer themselves. Make it easy for them to pick up the phone.”
- Put your knowledge base or other customer service options right on your home page. “Customer service is the new marketing. Providing great customer experience can be all the way up front in the process.”
Customer service is the heart of every business let alone ecommerce. If your customers feel that your business is not worth the time and money, then they will walk into your competitors business. That’s why the businesses that looks to serve the customer beyond and before the sales has become successful.
Some successful tips to improve your customer service and your ecommerce business:
Customer should understand what you provide within 10 seconds after they reach our website. If customer does not understand what products and services you offer, they will walk away from your website. Time is money for everyone.
A good ‘About Us’ should have details about the management team, your mission, vision etc. Also properly document your various policies and place contact details on strategic locations. Read more