Your customers expect they can pay bills, order products and services, earn discounts, and talk to an expert online. How can you also anticipate difficulties, provide solutions, collect data about failures, and leave your customers happy? What kind of planning, training, and technology are required? What are the costs of being a virtual problem solver?
- Introduction: What Is Different About Virtual Customer Service?
- The Key Idea: Avoid Being Annoying, Tedious Or Confusing
- How To Build Rapport Via Technology: Keep It Human
- How Well Does The Technology Work? Don’t Take It For Granted
- Speed Of Response Is Of The Essence
- Empower The Customer Service Staff for Fast Decisions
- Record Transactions For Constant Improvement
- Evaluate and improve current virtual customer service.
- Upgrade technology to communicate with customers or make upgrading a budget priority.
- Execute standards for response to customer inquiries.