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The Top Five Best Kept Secrets to Good Customer Service Online

Are you having problems providing good customer service online?

Are you finding yourself struggling to connect with your clients?

Before I reveal my good customer services methods it’s important to know there is a new breed of online shoppers that have very different profiles, characteristics and needs.

The challenge to provide good customer service is increasing due to the heavy number of online software vendors.

The traditional methods of creating customer satisfaction often entailed face to face meetings and phone conversations. In the new era of good customer service people now prefer email correspondence and only the occasional phone conversation.

Three years ago, I was a customer service representative for an online retail store selling after market printer ink. I was able to increase sales by 70% my first four months by providing good customer service.

I will share with you the pearls of my discovery and how I successfully increased our bottom line.

Good Customer Service is providing Good Email Correspondence

The invention of the Internet and Email has drastically changed the way people communicate. Email is often the preferred method of communication for most clients. It is not unusual for a client to send an email consisting of only one sentence.

For example I have a client after taking our thirty day trial they down loaded our online accounting software and sent me the following e-mail:“how do I activate multi-user support?”

When people send you a one sentence question this is a perfect opening to show your good customer service skills. Instead of responding with a one sentence answer like, “go to your business profile on your dashboard and click on ‘grant / remove user access’. You now have an opportunity to build on generating customer retention along with an ongoing business relationship.

An Outstanding E-mail Example of Good Customer Service

My response to the question: “how do I activate multi-user support?”

Dear Customer,

Thank you for using our accounting software we really appreciate having you as a client. We would like you to know that if you have any suggestions about improving our service please feel free to contact us. We value your business and customer satisfaction is extremely important to us.

Following are the instructions on how to add multiple users to your business account.

  1. Log in to your account
  2. On the left vertical navigation bar, go to the Setup section
  3. Click on “Business Profile”
  4. Under your business information, click on “Grant/Revoke Access”
  5. An “Access Control” pop-up will occur
  6. Enter the email of the person you wish to give access to
  7. Select the level of access you wish to give this person by using the drop down arrow
  8. Click on the link “Add User”
  9. The email address you have entered should show up with their access level
  10. Click on the “Done” button
  11. Ask the new user(s) to sign up for an account using the email addresses you have provided
  12. Once they signed up and verified their email addresses, they should be able to log in
  13. They will see a list of businesses they have access to under the “Navigation” bar by using the drop down icon.

We hope we were able to answer your questions. Please do not hesitate to contact us if you have any further questions or comments.

Warm Regards,
Clarity Accounting Support Team.
Phone: (778) 370-1880
Email: support@clarityaccounting.com
Web : www.clarityaccounting.com

Some key points in improving customer retention and customer satisfaction when submitting an email response:

  • Thank your customers for sending you an email
  • Thank them for their support and/or patience depending on the nature of the customer’s inquiry
  • Always invite your customers to contact you again if they have any questions or comments.

The Proper Way to Handle Complaints While Providing Good Customer Service

Complaints are the emails you need to respond to ASAP. If the complaint is something that cannot be resolved instantly, you would still want to respond to the complaint immediately by saying: “Thank you for submitting your issue. We are sorry for the inconvenience and we are currently working on resolving state the problem here. We will contact you as soon as we have the problem resolved.

This will alleviate your customers anxiety while giving them a feeling of customer satisfaction.
Recently I had an experience with an online service company that did not provide good customer service. They did a software upgrade and I could no longer export any of my contacts. Since this drastically affected my work flow, I decided to send them an email saying this has affected me greatly and I needed this feature back.

They did not respond for 3 days and when they did get around to emailing me, they were casual and vague. I didn’t feel as if they cared about my problem nor did I feel valued as a customer.

If they had dealt with this situation in a professional and timely manner I would be recommending them to my clients and be more likely to purchase their next product, instead I was left with a bad customer experience.

Here are some appropriate guidelines to follow when responding to a customer compliant:

  1. Set up an auto- responder on your web site that acknowledges the client immediately, letting them know with in a 24 hour time frame you will get back to back to them.
  2. Respond in a timely manner honoring the time set in your auto responder e-mail.
  3. Reply in a friendly and professional manner.
  4. Offer to make up for any delay or lack of a promised service.
  5. Be clear when stating appropriate time frames for the resolution.
  6. Extend an invitation to be contacted concerning any other needs they may have.

How to Make a Good Customer Service Call without Alienating your Clients

There is a reason why people are buying online instead of showing up at a store front. They want an easy, hassle free customer experience minus the sales calls. Customers find it inconvenient to be interrupted by a service call.

The proper way to go about creating a good customer service experience is to a send an e-mail requesting a convenient time to talk. Now that you have their complete attention you can go over all of your customers needs and inquire about any additional suggestions they may have in better serving them.
There is one exception to this however, when your customers call you, your response time should be as soon as possible.

How Good Customer Service Converts to Excellent Customer Retention

Here at Clarity Accounting we have a policy to get back to our customers the very same day. We believe in going the extra mile while providing that human touch that is missing with so many big companies. When you sign up for our astounding on-line accounting software program you find that we have thought of every angle to respond to your needs. We even respond to e-mail inquires outside of the normal office hours.

We have found that this policy has greatly improved our customer retention and puts us on top when it comes to customer satisfaction.

There is nothing we won’t do for our customers. Our motto is if you’re doing business with us you are part of our family. Therefore we would like to welcome you to our family by extending an invitation for you to start your 30 day free trial of our remarkable on line accounting software that creates automatic data backup and gives you anywhere access. You won’t find another program that is as easy and simple while taking care of all your accounting needs.

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This entry was posted on Wednesday, August 27th, 2008 at 1:01 pm by May Chu and is filed under Business Insights, Customer Service Tips. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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