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Online Customer Service Remodeling - Seven Steps to Follow

Published on 27 March 14

Why does a business need to makeover its sales and customer service strategies? There is a common misconception that remodeling or retaliation in a businessâ sales, marketing or customer service strategies is done as a result of a sudden disaster or loss, but this is not true all the time; most of the large-scale firms keep on renovating their business tactics to gratify their quest of touching the heights of success. One can say that remodeling keeps your business alive by making it popular among the customers in all the market situations and trends.

Here are seven steps using which, you can efficiently renovate your online customer service strategies.

Online Customer Service Remodeling - Seven Steps to Follow - Image 1

1. Evaluate Your Current Position

Evaluating your current position is the primary step you need to follow before making over your online customer service strategies. For this, you need to spend some time on the front desk in a bid to determine the performance of your CSRs and to know how they interact and serve your online clients. There is a great need to measure your weekly, monthly and yearly conversion rate and revenues. This can be done by taking the records of calls and emails which produce useful results in generating leads and bringing online sales.

2. Redefine Your Goal

Redefining is a kind of refreshing your goal with little additions. As per time requirement, you need to see what you need to add and what you are supposed to skip. Additionally, redefining also reinforces your goal and priorities for management and other staff including your CSRs.

3. Make Amendments in Your Policies Where Needed

You need to amend your policies as per changes in your overall business goals. Changing your policies is good especially if these are designed while keeping the current market situation and customersâ demands in view.

4. Deploy Live Chat Support

If you are running an online business without deploying live chat support in your website, it means that you are lagging far behind the market competition. Online support through live chat has done wonders in revolutionizing the whole online business world, which is why; every e-business today is taking the edge of this innovation. It has been more than a decade for online chat support being part of the online businesses and now it has become a âmust haveâ part of e-commerce websites, as it makes the online customer service easier and faster than ever.

5. Train Your Live Chat Operators

The more efficient your CSRs are in executing live support, the more likely you are to make a mark in providing an award-winning online customer service. Once, you have chosen live chat support as the means of providing online support, you need to train your agents on proper usage of live chat software. Train them on how to conduct a live chat session efficiently and how to approach customers proactively.

6. Focus on First Call Resolution

Making over of your customer service is meant to improve your online service; therefore, there is a great need to emphasize on the provision of FCR as this is the best way to win life-long customers.

7. Get Feedback

Whatever, changes you have done to makeover your online customer service, you need to check either these are yielding the desired results or not. There could be different ways of getting feedback, one of which is providing a post-chat survey at the end of live chat session. This way, you would be able to get your customersâ immediate feedback on the live service you have just provided them.

Thus, following these steps, you are likely to bring fruitful changes in your online customer service.

This blog is listed under Development & Implementations , Enterprise Applications and E-Commerce Community

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