Offering fast, reliable and helpful customer service is the best way to keep your customers happy. Whether you run a small website with a few hundred visitors a month or a larger enterprise, there should be a way for your customers to get in touch with any questions or problems.
If you’ve decided to offer customer service on your website, you may not know which customer support solution you should go for – should you offer support via email, chat or Facebook, or maybe all of the above? Read about the most common support options and solutions below.
Email is the easiest and most cost-effective way to offer customer service. All you need to do to offer support via email is set up a dedicated email address and put it on your website. Creating an email address is free, and you don’t need to stay online in order to keep your support centre open. You can read and answer the emails when you have some extra time on your hands.
If you have a larger volume of customers, you may want to invest in a support ticket system. Using a regular email client can quickly cause a lot of clutter, especially if you have to deal with many different email threads and requests. With a ticket system such as Zendesk, you will be more able to stay on top of the support requests.
When you want to take your customer support to the next level, you might want to look into a live chat program. Live chat support provides a convenient way for your customers to get in touch with your customer service team, without delays or long waiting times. The online casino Duelz and many other websites offer live support via chat, and it’s often open 24 hours a day, 7 days a week.
Of course, having live chat support on your website will cost time and money. Unlike email support, a support agent needs to be online and logged in for support to be available. If you own a smaller website, you might not get enough support requests for a live support program to be worth it.
Social media is a powerful tool to engage your users and attract new customers, but it can also be a great way for your existing customers to get assistance. The chances are that you already have a Facebook, Twitter and Instagram account for your online business, and you don’t need to do anything extra to get your support up and running. Simply tell your customers to send a message via your company’s social media channels, and the requests will start arriving.
Remember that the goal of your customer support is to provide an easy way for your users to get quick help, so you might want to offer both support via both email and social media. Not everyone has Facebook or Twitter, and some people simply prefer to send an email instead of sitting in a chat queue.