Therefore, a major challenge facing companies today is integrating fast and intelligent online support that can effectively resolve issues, gather necessary information, and communicate it to users.
This requires an online support system , usually involving a chatbot, which allows instant communication between customers and the company. The choice of channels should be based on user behavior, that is, on which platforms they appear most frequently, whether on social media or on the company's own website.
Advantages of having online support
Speed in processes;
Effective solution without direct contact with the company, saving service time and resources;
Communicate instantly with customers, automatically share information, and update process status;
Help build a strong brand image and give customers confidence that their problems will be resolved quickly and effectively;
Record customer information that may be relevant to the business.
What are the main online support channels?
Understanding the market's technological innovations bangladesh cell phone database is essential to better understand online support processes and develop your own. Discover the main online support channels and implement them in your strategy:
Chat
Besides being a popular channel for support teams, when placed directly on a website, it's very useful for attracting and capturing new leads. Chat services can be performed by humans or bots, known as chatbots.
A chatbot is an example of a highly effective online support system , powered by innovative technologies such as artificial intelligence and machine learning, enabling autonomous and intelligent services.
Its function is to provide a more human, natural and familiar experience in conversations with customers, in addition to being versatile enough to work across a variety of digital media.
WhatsApp is currently the most widely used messaging app among Brazilians, making it a great option for customer service. Around 98% of people have the app installed on their smartphones, and 86% of them use it daily.
Based on this information, we can conclude that there's no doubt that WhatsApp customer service is a good investment. But don't forget to download the WhatsApp Business version to offer your customers personalized and professional service.
Social network
The growth of social media audiences in recent years has forced many companies, especially during the pandemic, to change their sales and service strategies.
If your business is already present on social media, whether for visibility purposes or not, serving your customers online is practically essential.
Direct on Instagram and Messenger on Facebook are tools on the market for this purpose, so the use and abuse of such solutions provide human and professional service through these channels.
Videoconferencing service
Videoconferencing has increased dramatically during the pandemic. As a result, many new tools have emerged on the market, making it easier to find such services and streamlining various types of procedures.
Video service is a great sales tool because it makes it easier to view products and understand services, simulating face-to-face, personalized service.
Additionally, video conferencing services during the pandemic have given many businesses the opportunity to sell more products by being able to serve people from different regions.
4 tips for providing good online support
Now that you know how it works and the benefits of having online support , check out these five tips for good service .
1. Provide humanized and friendly service
One of the main trends in customer service is creating friendly and personal communication with customers.
By being more human in your customer service, without overly forced or clichéd messages, the chances of your customers being trusted and recognizable within your brand and their loyalty increase.
Therefore, try to personalize your service to suit different consumer profiles.
2. Have message templates
Message templates allow us to provide faster, more automated service. They should address key questions and concerns customers may have.
This way, you can adapt to your customers' needs and serve them effectively. But remember to think about who you're speaking to and use appropriate language, and avoid using jargon and overly robotic phrases to make your message more appealing, as this can detract from the customer service experience. Of course, also pay attention to the message's syntax.
3. Measuring Results
It's essential to conduct customer satisfaction surveys to learn more about their concerns and opinions. This way, we can improve where users complain and provide the best possible service.
After all, the customer has the final say, and their opinion matters. Infracommerce offers comprehensive solutions to help you deliver the best customer satisfaction experience.
4. Have an online support team always ready
In some specific cases, automated services aren't enough. To avoid disappointing customers in these times of greatest need, an online support and maintenance team must be available.