Customer service on the Internet is very important for online industries such as Web hosting. A Web hosting company must have Internet-based support, but can incorporate a telephone answering system as well. Enhancing customer service on the Internet is essential to building a good reputation, as customers will praise the quick and helpful support that your business provides.
- Live support software, available from businesses such as liveleader.com and kayako.com, can enhance customer support, as your clients can chat directly with a representative. Live customer support methods allow clients to get immediate help or answers to questions. It also satisfies customers when they do not have to wait several days to receive an email reply or a telephone call.
Live support software such as Kayako's LiveResponse has the ability to save a log of each live chat. This feature is especially helpful to business owners, as they can monitor the quality of customer support and can address issues if a customer complains about a particular employee.
A help desk also enhances support by building a queue, which means a representative dedicates their time to helping customers one at a time. Once a customer's problem is handled, the next customer in line is brought into a new chat session. - An Internet-based help desk such as Kayako's eSupport gives customers 24/7 access to support. Customers can log in detailed support tickets to specified departments. A customer representative would login to the help desk and reply. The help desk software requires an SSL (Secure Sockets Layer) certificate to be installed on the business domain name. This encrypts data and customers' private information, which provides a secure environment.
A help desk is an essential part of Internet-based customer service, as you can hire employees to staff the desk 24/7. Individuals hired to handle customer support can work from home, even in different time zones which can help with coverage. - Instant messenger clients such as Yahoo or AIM are not ideal for Internet customer service methods. A customer service representative can have multiple instant messenger windows opened, overwhelming both the employee and frustrating the customer as they have to wait to get a response.
Instant messengers are also not ideal for saving chat sessions, and they make it impossible for the employer to monitor conversations. This can pose a problem if a customer complains about service or claims that a representative gave them incorrect information.
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