Online businesses got into existence back in 1991,that was the time when the Internet emerged as a platform for businesses profitmaking utilization purposes. The past 5 years got to witness a major risein the web or online sector where digital shops and e-commerce businesses became the mainstream marketplaces. Online businesses are not anymore a threat, risk, or competition for conventional businesses. But, businesses have finally (those who still hadn’t and could not transform due to the tangible nature) realized and accepted the truth that digital transformation is the need of the hour.
The target audiences for marketing and potential clients spend more time on the internet than anywhere else. As a marketer and seller, all the business had to go digital, however, a few who were still in the process or reluctant had to – thanks to COVID’19. Online businesses and everything we could buy or sell is now available online 24/7 or at least their shift timings. During the quarantine period too, be it a multinational chain or local side business, we are interacting with Customer Services online and over the phones.
It also reinforces the fact that Customer Service is the front face of the company, besides being globally recognized as essentials. Even though the significance of CS reps is proven now, but we are going to discuss here, why and how online CS service is essential to help customers? The customer support team works online in the capacity of the marketing and/or sales department, helping customers solve their issues at hand and as an IT support department.
Amid the global pandemic, the internet also emerged as essential for backing businesses and it remained oxygen for most of the businesses that could switch to “work-from-home” as well as the ones greatly relying on online customer services. I had a chance to interact with some CS reps for multiple reasons including our ISP i.e. spectrum internet customer service and had to admit the economy worldwide could halt if they are not on the other end supporting it through their respective services.
In this article, we are going to shed some light on how Internet Customer Service is essential for businesses as well as customers. Also, we are particularly focusing on how the businesses they work for, can help them by making their jobs easier only by working on a few things. In simple words, guiding and helping customers is one part of any online CS reps job which is the fun side, until they have to deal with an agitated or lost customer, that’s where the challenging part begins.
Support the marketing process = Increase the R.O.I (return of investment.)
Marketing departments typically emphasize the return of investment(ROI) with the intention of measuring the results of their promotional campaigns. The mainstream online businesses are constantly worried when it comes to bounce rates percentagewhen people visit theirwebsite and leave instantly. There are, of course, a couple of reasons behind this, they are not getting what they are on the lookout for or they catch the website navigation excessively complex. By providingsuch visitors online CS support which includes e-mail and/or Live Chat replies couldcapture this valued market research data and may even ‘save the sale’. Therefore, it is about time to make the due changes to your websiteto make it further user friendly.
Support website designers and programmers to improve the usability
When it comes to customer profiling and website evaluation, your marketing team would perhaps be using various techniques to figure out if some particular pages of the website driving higher or lower engagement including an A/B test or maybe through using Google Analytics. Analysis and Market research of the entire site would help the web designers’ team to create developments to the website and make sure the visitors spend more time and purchase towards the end of their visit to your website. Your Online CS support service on the site could help you identify the issues related to design and/or programming.
Support the sales process to Increase sales
Customers might have queries about the products or services cited on your website. The best idea is to provide a self-helpsystem on your website, for example, a page explaining ‘How To’; though, users could have a preference to interact with a real human being (then a bot) to gain a better understanding of your products or services and/or perhaps the company itself.
Support the customers to develop customer experience
Providing online CS support through live chat or e-mail empowers your customers and they become more confident and would want to interact with the sales support team. Their purchase decision to buy from your company has been endorsed as they are relieved, they are purchasing from a trustworthy company. You could also grow your customer satisfaction ranks by merely makingCS agents available to respond to their questions. A content customer will surely add you to their list of favorites and would return or refer their friends to your online portal.