Online Customer Service Software is there to make your customers satisfied with the service their getting. No matter what you sell or the type of service that your provide, Online Customer Service Software is required, because there will always be customers seeking help. Even if you have an extensive knowledge base, he or she, might not be able to look around and find the necessary information, and they will need to speak with your live personnel. Especially if you are in the e-commerce business, Online Customer Service Software is an absolute must.
The real question is how can you provide customer service as part of your online experience. Well, it’s in fact easier than what you probably imagine. There are several important aspects of Online Customer Service Software – Live Chat, Order Tracking, Support Tickets, Phone Support.
Live Chat is indeed the best option after phone support. The great thing about Live Chat is that there are no expenses associated with it, besides paying the support team, but you do that anyway. This is a serious advantage compared to phone support where you would have to provide customers with a toll-free number and pay the bills. With Live Chat, users can login with just a username and have their questions answered live by a tech person. Good thing is that they can receive direct links to certain pages that will be of interest to them and their respective problems. And let’s not forget that with Live Chat, the give tech person you are paying can service more than one customer at a time, by chatting with every user in a separate window, something that’s impossible with phone support.
If you are selling a product online, then a major part of your should be Order Tracking. Most of the inquiries you will get from customers will be in regards to the status of their order, if it’s processed or not. With automated order tracking, you will save a lot of time and gain the ability to manage the more pressing aspects of your business.
Support Tickets are also very important. Every now and then, you will have customers with some more serious problems that your tech personnel will be unable to handle. In such situations, members of the support team are trained to write a virtual ticket escalating the problem to the given department within your organization that can solve it. For example, a given client might be double-charged, but a customer support member doesn’t have the rights to process a chargeback, so he or she will have to write a ticket to the billing department of your company explaining the problem.