Customer service is indispensable in marketplaces and can set you apart from the competition. Thus, monitoring your service processes and strategies is essential to ensure the best quality for consumers.
There are times when you’re so stuck in a process that it’s hard to think about how to optimize it, but everything can be improved. That’s why we’ve prepared tips for improving customer service at your company, focusing on marketplaces.
After all, they are channels that can generate significant demand for service and high revenue, so they must be noticed daily.
Continue reading to see:
- Why is customer service important?
- What should an excellent online service offer?
- Tips to improve customer service in marketplaces
Why Is Customer Service Important?
Customer service comprises all the contact between the company and the consumer, from the first moment to the post-sale. This covers different opportunities to captivate and retain the customer.
It is through customer service that your business will get the most results. Also, how your service happens says a lot about your company, its name, and its reputation. The company’s values are passed on in the moments of direct communication with the consumer, so it directly impacts customer satisfaction.
Once the customer is well served, regardless of which stage of his shopping journey, his vision of the brand is defined. That way, getting people to promote and defend your company’s name is easy.
What Should Good Online Customer Service Offer?
Some factors can define an excellent online service, whether in e-commerce or marketplaces. We list five features that cannot be missing in your process:
Commitment To Deadlines
One of the best customer service practices is meeting deadlines. If your business promises fast service, the customer can only go for one or more days without an answer. If you meet the deadline, your company’s image will be protected in front of the customer.
If a deadline is not met during a service, the customer loses trust in the company, as a contract of respect is broken. Thus, the seriousness of your business can be compromised, and sales are lost.
Good service does not keep the customer waiting, even if the demand for calls is high. By waiting, the customer can search for the competition, feel helpless and decrease their trust in the company.
In addition to losing a sale, delay can tarnish your company’s name. Even if the risks are not so high, the advantages of having an agile and effective service are very high. So much so that it adds value to your brand by differentiating you from most sellers.
It’s only possible to respond to the customer quickly and on time if you solve their problem. If he asks about the delivery modalities, it is no use for you to provide information about the payment types – pay attention to the consumer’s needs.
Only complement the communication with helpful information, such as use, access, handling, and maintenance details, among others.
How communication takes place during the service also impacts its quality. Education and friendship are essential aspects for the effectiveness of the process, but it can go beyond that. Empathy and active listening are pillars of quality service.
In addition to respecting the customer, quality support conveys the company’s identity in all contacts. Thus, aspects of language and style, in addition to the brand’s values, must be present in communication. In this way, in addition to solving the consumer’s problem, you can immerse them in the brand’s culture.
A strong bond is created between the company and the consumer when customer service is good. This is because the entire process allows the customer to trust and admire the brand and generate identification. In this sense, good service is one of the primary sources of customer loyalty.