Technology undoubtedly brings new communication channels, while new channels in turn bring new ways to interact with customers. However, then the question arises what are the different types of customer support services, and what are their pros and cons? Well, in this post we have covered 4 types of customer support for eCommerce services that help customer service providers with their everyday customer service activities.
Phone customer service A good old-fashioned type of customer support, this customer service is by far the most popular choice among all service types around the world. Pros: A telephone is usually a device known to all generations so even non-tech savvy is quite comfortable using it. People mostly talk faster than they type, this in turn makes the telephone a fast and efficient medium. Cons: Long or unspecified hold times when all operators are busy Since trends change alongside generations - most youngsters nowadays prefer texting to call. Live chat customer service What is a live chat? In simple terms, it is the single most important online business tool. Now, the main strength of a live chat channel usually lies in its possibility of integration with chatbots, this in turn makes the live chat a very viable customer service solution for any company - private or state. Pros: One support agent can conveniently have multiple live conversations at the same time. Live chats when integrated with chatbots are an easy way to make repetitive conversations automated. Cons: Live chats usually prevent an accurate assessment of a customer’s emotions. Though it's faster than email it is still slower than a phone conversation. Social media customer service Social media support is basically a type of customer support service that is provided through social media channels such as Facebook or Twitter. Many companies these days engage with their customers on social media in many ways such as through private chats, posting comments, and group discussions. Pros: Public replies to the company’s posts potentially decrease the number of similar questions. Users often form groups concentrated on a single product or service where they answer each other’s questions and share experiences. Cons: Negative feedback shared by certain users can significantly harm the company’s reputation, in such a situation a brand must remain honest and answer diplomatically to avoid any escalation. FAQ customer service The FAQ is generally a list of questions and answers relating to a particular subject that can be grouped into categories or listed in any order. Pros: Fewer phone calls and email queries Low cost of set-up and maintenance Cons: Needs to be written skilfully to convert the customer If your company is looking for customer support for ecommerce services then without further ado, contact Global Response today. Luke Barrett is the author of this article. To know more about please visit our Website: Globalresponse.com
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