Building solid conversations through digital customer services

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Increasingly businesses are turning to digital customer services to answer customer queries and build stronger customer relationships.

The beauty of digital customer services is that it captures information even when the business is not open, such as late at night (after hours) and at weekends. With a keen commitment to becoming accessible through all digital channels, UK companies like to be on-hand to capture sales enquiries, as soon as they arrive via their website / app chat, through their social messaging or via their email.

Digital customer services are great for customer introductions. In the hands of the customer, simple messaging is quick to use. It doesn’t require the functionality of forms and can capture the mindset of a potential customer within an instance of time.

Managing expectations throughout the conversation journey is key to keeping customers engaged and will reduce the likelihood of them looking elsewhere.

So, how can businesses use digital customer services effectively?

Start at the End! Businesses may find it easier to understand the outcome first so that they can understand how to approach the digital customer services process more clearly.

  1. Understanding the outcome – Where would you like the conversation to go following the digital conversation? – Is it towards a booking facility? Will they order a product? Are you arranging a meeting? From here you can define the journey as to how you will arrive at this point.
  2. Welcome message – Through your digital channels, start with a welcome message. Something that demonstrates your business is friendly and accessible. Introduce your company and ask the question, “How can we help you?”
  3. Manage the time frame – Remember that digital services are open 24/7 – 365, and so it is important to recognise how you will respond. Apologise if you are not able to meet their needs straight away, either manually or by an automated message and offer further information as to how and when you can offer help. This may include providing opening hours or a guaranteed time in which someone will receive a reply.
  4. Gather information – Collect as much information as possible. Ask questions so that you can understand the customer’s requirements and when the product / service is needed.
  5. Contact information – Make sure that you have their correct contact details and find out when is the best time to contact them. Ask if you have their permission to use their information for future marketing communication.
  6. Provide a solution – This term links in nicely back to: ‘Understanding the outcome’ – explained at the top of the list. Finding the right solution or outcome for the customer will inevitably achieve results.

As your dedicated UK contact centre, WeAnswer are here to support businesses who require extra support to manage customer services. Through our e-commerce and digital customer support as well as inbound / outbound call handling, we are here to manage the complete process on behalf of customers. To find out more or to speak to our professionally trained advisors, to share more detail about your customer service requirements, please get in touch.

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