Dedication to Service
If a website’s customer service skills are not up to par, it is likely that a customer won't come back to interact with the brand or the site. To reduce the risk of losing a potential client, we recommend use of "auto-acknowledge" software that responds to all incoming requests stating that the question was received and providing an estimated time frame for when it will be answered. While email is a primary communication tool, it is not the be-all, end-all of customer service. For our clients who want to attach a sense of dedication to their brand, we suggest further strategies like having a call center, support staff or other communication tools that will help strengthen the relationship between the online brand and customer.
Since competition is only a few clicks away, customer support must be higher for the Web than it is in the off-line world. Online customers have little opportunity to see a brand's dedication to service. Hence, it is supremely important that customer service is exceptional for every encounter that the customers have with the online brand.
