Even because, for many consumers, contacting a company's customer service can be a headache.
This happens mainly due to bad experiences with brand support that does not prioritize the customer and has not yet understood that good service can be a great opportunity to build customer loyalty .
Even so, most companies today provide customer service channels by telephone or email, which are efficient and capable of helping consumers with whatever they need.
However, the modern consumer is increasingly demanding and present in digital media, which is why personalized service is gaining ground, and a good example of this is service via chat .
Stay on top of the topic: Chat support: discover 3 advantages and challenges
Chat support is the new trend
The ease of speaking to the brand from wherever you are is what makes many customers prefer customer service via chat.
Furthermore, online service creates possibilities for companies that rely on contacts that value good experiences.
Many brands even use accessible language such as emojis, slang, gifs and even memes to create greater identification with consumers. Of course, this point deserves special attention and in-depth knowledge of the target audience.
For this reason, using chat to get closer to consumers, maintain a good relationship and even have a positive impact is a strategy that has been very successful for those who already use it.
See also: Does your brand think about Customer Experience when providing service?
How to improve customer relationships in chat support?
Although it may seem simple, online customer service can france business fax list be very challenging. With that in mind, we have put together some tips that can help your brand. Check them out:
1. Show the consumer that he is unique
When a customer gets in touch to solve a problem or just ask a question, they want to feel that the company cares and not that their case is “just another one”.
Therefore, show the consumer that your brand cares about doing a good job, and that it is unique.
2. Know your audience well
The best way to transform a common online service into a personalized one is to know the profile of your consumer, so conduct target audience research, define your business persona and understand your audience's behavior.
3. Conduct satisfaction surveys
More important than providing good service is knowing what the consumer thinks about your service.
Furthermore, with satisfaction surveys you can identify areas for attention and work on improvements.
4. Prioritize humanized care
Automatic responses optimize time when providing service, but these responses need to be personalized and used at the right time.
When the procedure is standard, there is no problem in having ready answers that help the consumer, but understanding that humanized service is capable of providing the best experiences to the customer is essential for all attendants.
5. Be careful with your language
The way you write has a lot of meaning in chat support, because when a consumer gets in touch, they are not just talking to an attendant, but to the company.
For this reason, it is important to avoid spelling mistakes, abbreviations of words, capital letters and showing a lack of courtesy when contacting the person.
Integrate your brand's chat on Reclame AQUI
Speak to your consumers directly through the largest relationship platform between companies and customers in Latin America and help your brand avoid complaints that could be resolved with a conversation.
Discover RA Chat and facilitate your brand's customer service.
On Reclame AQUI , you can integrate your company's chat on your page and give consumers more opportunities to talk to you.
