Whether you realize it or not, customer service plays a significant role in most of the purchases you make. Since there are mind-numbing choices of what product to buy and where to buy it, companies must differentiate themselves from the competition. Creating value is the best way for a brand to stick out and gain a potential customer’s trust. Delivering exceptional customer service is the most effective approach to illustrating the value your company offers.
Most consumers evaluate their customer service experience using the following internal questions:
– Is it easy to connect with the company?
– Does the company share my core values?
– Does the company communicate clearly and positively?
– Does the company listen deeply to my needs?
– Does the company provide solid and effective solutions?
A company website can be an effective way to provide answers to the questions above and build the trust of your customers. Although a website does not have the same power as face-to-face interaction, specific tools help create a friendly customer experience that elevates customer service.
The first step to creating encounters focused on personalized customer service is focusing on a positive communication plan. When customers walk into a physical business, they are often greeted by a company representative and begin a conversation. The communication between the customer and company representative establishes the company’s feel for the customer. A website requires the same focus on customer communication. Below are a few simple ways to add components to your website that begin a more personal dialogue with your customer.
Contact Form
Contact forms are traditionally straightforward and boring. Most forms ask a customer to fill in their name, email, phone number, and the reason for contacting the company. However, the page doesn’t have to be dull. Tailoring your website form to present your company’s character and ask the right questions will guide your client to the correct department and produce a positive customer experience.
Dynamic Questionnaire
A dynamic questionnaire is a cost and time saving way to establish a dialogue and guide your customer to the information they need The questionnaire begins with a simple query for the customer and evolves into several focused questions designed to deliver the client’s information. You can tailor each query to convey a personal and playful tone that creates a pleasant customer experience that helps the customer gain valuable knowledge about your products and business. The features helps a business streamline the process of collecting valuable customer information in a timely fashion.
Frequently Asked Questions (FAQ) section
FAQ pages on a website are also traditionally flat, but they don’t have to be. FAQs are helpful pages that answer common customer questions that have been asked before by other clients. Designing your FAQ to have an individual and friendly voice creates a positive customer experience that saves time and motivates a client closer to a sale. A FAQ page helps a business streamline the process of conveying valuable information to its customers in a cost and time saving manner.
Chat Tools
Although a chat tool doesn’t have the same nuance as a face-to-face conversation, it can be an effective way to establish a pleasant experience with your customer. Chat tools are fast, straightforward, and surprisingly effective. When a customer enters your website, a surprise pop-up window greets the person with a company representative’s image, name, and welcome text. Unexpected communication is a great way to start a positive dialogue and entice the customer to engage. While some chat automation is possible, the most effective chats have a constant human presence. Chatbots are primarily programmed to answer pre-established questions that inhibit a genuine and personable exchange. Automation can be an effective way to save time and money. However, we feel it will never replace the value of actual interaction with a customer.
Search Tools
Advanced search tools are an excellent way to help your customer quickly find what they are seeking. It is possible to use copy that personalizes the search experience, so it feels genuine.
The essential element of any of the above ideas is to ensure that the tone of the text you use is always personal, authentic, and representative of your brand. If appropriately designed, each of the above elements begins an exchange that becomes enjoyable for the customer.
The Covid-19 pandemic has taught us a valuable lesson about what happens when we cannot communicate directly with our customers. A company loses its relevance, and its customer seeks another provider to fill their needs. One example of this occurrence is customers who turned to online retailers who couldn’t purchase supplies from their previously frequented stores. Businesses need to ensure they communicate and provide positive customer experiences even when the consumer cannot enter their storefront.
Please contact Tansley if you would like to learn more about how we can help you improve your online customers’ experience.
