Tag: "automated customer service"

Ethical Internet Marketing Practices – How to Create an Exceptional Customer Service Program

Have you ever tried to contact a business that has an automated phone service? By the time you finish pressing all the buttons to talk to a real person, than placed on hold for 30 minutes, you’ve forgotten what you called for in the first place.

Automated customer service programs are generally a frustrating experience. People want to talk to a human being and get their issue resolved. They don’t have time to press buttons and be placed on hold.

One of the fastest ways to success is to create an exceptional customer service program. Not only do you want your customers to be able to speak to a real person, you also want to resolve their issue promptly and efficiently.

While it is impossible to be on call 24 hours a day, seven days a week, you can still offer superior customer service by investing in features that allow your customers to reach you round the clock.

One important feature is to allow out-of-state customers the ability to call you without incurring long distance charges. This can be accomplished by investing in an 800 number. There are many reputable companies that offer low-cost toll-free numbers for small business owners and entrepreneurs. Other toll free prefixes include 866, 877 and 888 numbers.

When using a toll free service, oftentimes you can choose a number that is easy for your customers to remember. For instance, you might be able to purchase a number such as 800-LIVWELL or 866-HEALTHY.

You do not have to have a separate phone line to have a toll free number. You can redirect the number to your regular phone line.

If you are unable to be available to answer customer service calls, consider hiring a virtual assistant or call center. Call centers offer 24-hour customer service and can answer calls on your behalf every day of the week.

Virtual assistants can help with customer care calls, as well as other administrative duties. Generally, virtual assistants are not on call 24 hours a day; but they can handle your calls for you during normal business hours.

Another option is to install Live Help on your website. Live Help is similar to a call center, except they respond to customer care via the Internet. Customers can instant message with a live help operator and receive prompt answers to their questions.

You will want to post your customer care information on your website. Create a separate page and include your hours of operation; time zone; customer service phone number; and email address.

If your customer service program states that you will respond within 24 hours, than make certain that you respond within that time frame. It’s always best to under promise and over deliver. Whenever possible, get back with the customer as quickly as possible.

Many people shy away from doing business online because they are concerned that they might be handing over their money to a fly-by-night organization. You must build trust with people who are doing business with you and respond to them quickly and efficiently. Let them know how to reach you and be available to handle their inquiries.

Discover more valuable tips for creating an exceptional customer service program in “The Honest Marketer.”