Thanks to social media, email, instant messaging and more, customers have multiple ways of getting in touch with businesses, quickly. Want to set up a successful online customer service process? You’ve come to the right place.
The most important aspect of customer service – whatever the channel – is responding to queries in a timely manner. With many ways customers can get in touch with you on, it can be difficult to keep track and messages may be missed. So, we recommend assigning team members to certain channels to look after – whichever ones you decide to choose.
Do your customers prefer using Twitter, Instagram, Facebook or another social media channel? Do they even use social media at all? Once you know where your customers are online, make sure you’re offering customer service there too.
Here are a few options you should consider and some best practices for making the most of each.
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