<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=349935452247528&amp;ev=PageView&amp;noscript=1">
Search
word-map-thumb

The Alternative Board Blog

5 Tips for Great Digital Customer Service

Dec. 3, 2020 | Posted by The Alternative Board
great customer service

Well before the onset of COVID-19, buying trends among consumers were already tilting towards a huge increase in digital shopping. Now, with all of us practicing some form of social distancing, digital commerce is more prevalent than ever before.

With that boom, of course, comes a corresponding need to practice exemplary customer service online. Your customers are likely pretty sophisticated, and they expect their needs and wishes will be respected by every business. It’s your job, therefore, to ensure that digital customer service is as comprehensive and effective as possible.

According to Kustomer, an omnichannel CRM platform, digital customers are people who use “digital channels to connect with businesses, consume branded content and make purchases.” Various channels range from mobile devices to business websites, social media and email. Given these tools, customers “may communicate with brand representatives over live chat, email, text or the phone.”

Here are five digital customer service tips to keep in mind:

1. Meet customers where they live.

Companies should do everything possible to enhance every customer’s online buying experience (i.e., a more user-friendly website, simpler checkout and purchase functionalities, etc.), because—at least for now—that’s where most of us are doing our consuming.

Customers routinely switch between channels as part of their purchasing journey. This means they expect to move seamlessly from mobile to laptop and back again, if they so desire. Your responsibility is to maintain consistency among all the channels you offer to your clientele.

2. Employ Artificial Intelligence (AI) to enhance the customer experience.

AI and other automated self-service tools can help you meet customers’ demands for outstanding service. According to Search Customer Experience, areas of value in AI include:

• Directing messages to appropriate customer service representative
• Gathering data to improve communications with customers
• Easing access to live chat or other helpful chatbots
• Monitoring social media for the appearance of key trigger words

Investment in AI resources “will help to deliver personalized experiences based on identified customer choices and preferences across the customer journey, where businesses can also track for ongoing optimization.”

3. Focus on prompt responses to social media activity.

Customers regularly use social media to learn more about products, check customer reviews, make inquiries, etc. Any business committed to great digital service must have the ability to respond as soon as possible.

You can also be proactive in this area. Armed with “the megaphone of social media, you can have a positive, and sometimes negative, impact on a broad set of customers in a short period time,” says Small Biz Resources. By linking social media to customer service, “explaining the features of a product, rather than simply pitching the product, you’ll make a viable connection” with customers.

Want additional insight? Read 9 Tips for Motivating Your Employees now 

DOWNLOAD

4. Look at customer service as a growth strategy.

Too often, businesses think of customer service as attending to a complaint or other negative feedback. Instead, it’s more valuable to consider this as a potential growth area. By cultivating an online relationship over time, you can come to anticipate new and emerging customer preferences, and act on them accordingly. You can also better train your customer service team and give them access to personalized data that enables them to home in on specific needs and wishes. This, in turn, can lead to a long-term, fruitful relationship.

5. Invest in a world-class website.

Digital customers are just that—people who visit a business website and decide whether or not to make a purchase. That’s why it’s so important to invest resources into creating and maintaining a world-class website.

As an exercise, click on your business site today and work through it as one of your customers might. Then ask yourself:

• Is a call-to-action prominently featured on different pages?
• Are we highlighting new sales items or other customer-generating activities?
• Does the presence of flash, photos and/or video content slow the customer experience?
• Is it easy or difficult to navigate from one page to the next?
• What’s the level of ease-of-use in the final step of the buying process (that is, getting to “Purchase Now”?

It’s essential that customers enjoy every aspect of their digital experience with your business.

Want to learn more about meeting digital customers’ demands? Register for our free TAB Boss Webinar, “Great Customer Service is a Design Activity.”

Read our 19 Reasons You Need a Business Owner Advisory Board

DOWNLOAD

Written by The Alternative Board

Related posts

Time-Saving Tips for Hyper-Busy Business Leaders
Apr. 13, 2021 | Posted by The Alternative Board
There may be only 24 hours in a day, but with effective time management, business leaders can get a lot done within that limited timeframe. The key is taking steps to eliminate clutter and...
How to Build Employee Culture with a Remote Team or Virtual Office
Apr. 6, 2021 | Posted by Phil Spensieri
Whether your staff have been working from home for the past year or rotating between home and the office, there is no doubt that for most of us there has been a change in our working environment....
11 Top Business Apps Every Business Owner Should Have
Feb. 25, 2021 | Posted by The Alternative Board
As an entrepreneur, you handle an onslaught of tasks day in and day out. You are often juggling a multitude of jobs. Competing priorities make being organized and focused on the end goal even more...
Tips on Using Artificial Intelligence to Boost Productivity and Profitability
Feb. 16, 2021 | Posted by The Alternative Board
For years now, large-scale businesses have been employing Artificial Intelligence (AI) to help drive productivity and high performance. This same technological advantage is available to small...
5 Tips to Help Remote Workers Feel Like Part of Your Team
Feb. 11, 2021 | Posted by The Alternative Board
Even before the COVID-19 pandemic struck in 2020, a leading trend among businesses was employing remote workers in a wide range of job responsibilities. The trend has, by now, attained something of a...
Employee Onboarding Tips that Help Boost Retention
Feb. 9, 2021 | Posted by The Alternative Board
The effective onboarding of new employees is clearly a benefit to businesses, but some companies persist in “winging it” whenever a new hire joins the team. As we have noted before, businesses that...
3 Tips on Vetting Your Most Promising Job Candidates
Feb. 4, 2021 | Posted by The Alternative Board
It would be nice to think that every applicant to a job opening at your business is always telling the truth in their resumes, during their interviews, and throughout the hiring process....
8 Ways to Keep Your Employees Accountable in a Virtual Environment
Jan. 29, 2021 | Posted by The Alternative Board
Remote work is the new normal. In fact, remote work was gaining ground even before the pandemic hit, and with the start of 2021, many IT companies have permanently taken this route. However, there...
Attract New Talent to Your Team in 2021
Jan. 19, 2021 | Posted by The Alternative Board
Like all other facets of society, the business world has undergone seismic changes in the past year. However, one operational element—the recruitment and hiring of quality talent—remains unchanged....
Closing Techniques that Help Build Sales
Jan. 12, 2021 | Posted by The Alternative Board
Salespeople all agree about the importance of “ABC” (Always Be Closing), but there’s considerable diversity of opinion on how to go about it. The best salespeople understand that working towards a...