With more and more of your customers using websites to enquire, research and possibly purchase, it’s important to ensure that they experience the same level of customer service as if they were physically in front of you.
A recent survey by Netop has found that customers want to connect online with a human customer service representative.
Many people don’t want to pick up the phone but would rather remain online. Telephone customer services with lengthy hold queues are cited as the most irritating method with emails a close second, as the customer has to wait for a reply.
How can you provide great customer service online?