Providing good customer service is essential for ensure your loyalty and gain more prominence in the market. But then, which service channel is best suited for this?
In fact, being multichannel is an important requirement for serving different types of customers, considering that each person has a unique profile. With this in mind, in this article we'll explore the four best customer service channels for a company and how to optimally utilize each.
Interested? Then keep reading to find out!
One of the most used means for direct contact with the customer is still the traditional telephone. Although it doesn't have all the features of current technology, this channel is in high demand when immediate assistance is needed.
Furthermore, in a way, it also lends more credibility to the public's communication. So much so that consumers often opt for the phone when they don't receive a response via email or social media.
Whatever the case, it's important to always speak clearly, slowly, and in a friendly manner to avoid misinterpretations and help the customer feel comfortable during the conversation.
Besides the telephone, email is one of the main customer service channels today. The sense of formality and security this method creates attracts many customers—not to mention the advantages of being cost-effective and time-saving.
It's also useful for keeping track of conversations, making everything more agile. It can also be used to send news about product launches, promotions, and other relevant content.
In any case, clear, precise and brief language should always be used in communication via email — which requires experience and good writing.
Since the expansion of internet use, chat support has become increasingly common—popularized, in fact, by the creation of corporate websites. Typically, interaction is real-time and with the help of a type of bot.
For smaller-scale problems and queries, this is a great tool to increase service efficiency, and is also useful for directing customers to other operators or departments in more complex cases.
Without a doubt, social media is a great tool for brand awareness, as well as an important channel for connecting companies and consumers. Precisely for this reason, it's one of the most widely used customer service channels today.
Customers want a quick resolution to their problems, so customer service should always be provided as quickly as possible. You should respond to all comments—even complaints and negative comments—and always demonstrate a commitment to resolving the issue. This prevents your company from being negatively impacted.
This social media communication is also great for a more youthful and relaxed language. That's why many companies create more fun and informal personas to connect with their audience. Twitter and Facebook are among the most popular social media platforms for this purpose.
Finally, it's worth noting that providing excellent customer service is essential, regardless of the channel chosen. Therefore, by having concrete information about your customer profile, you can determine the most appropriate service channels.
So, did you enjoy this post about customer service channels? Now, take advantage of this visit to our blog and check it out too. how to carry out efficient after-sales service and sell more!
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