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How To Provide Great Customer Service In The Digital Age?

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From accessibility & speed to relevance & consistency – here are 4 of the most important things to consider for great customer service in the digital age.
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How To Provide Great Customer Service In The Digital Age?

  1. 1. How To Provide Great Customer Service In The Digital Age? © Onlim GmbH 2019
  2. 2. What do customers want? And how can you offer extraordinary customer service? Here are 4 tips for outstanding customer service in the digital age. Onlim GmbH | Great Customer Service in the Digital Age | www.onlim.com
  3. 3. 4 TIPS FOR OUTSTANDING CUSTOMER SERVICE IN THE DIGITAL AGE #1 Quickness & Accessibility: Speed is an important criterion for satisfied customers. On average, customers are willing to wait ten minutes before expecting an answer. Therefore, efficient processes are mandatory in order to be able to process many customer inquiries within a short time. There are already a lot of good tools out there to support your customer service and make processes more efficient. For example, chatbots on Facebook or your own website can guarantee 24/7 availability by answering standard user queries. If you aren’t ready for a chatbot, a live chat or a combination of both can be a great option to provide real-time customer service. Onlim GmbH | Great Customer Service in the Digital Age | www.onlim.com
  4. 4. 4 TIPS FOR OUTSTANDING CUSTOMER SERVICE IN THE DIGITAL AGE #2 User Friendliness: In the digital age, customers are accustomed to reaching businesses on multiple channels. The choice of the channel often depends on the type of request as well as on the target audience. This means you need to offer channels that are relevant to your target group and make it as easy as possible for users to contact you. Moreover, the availability of the information discussed with customer service plays an important role. In the case of an e-mail, for example, this can be a copy of the inquiry. In the case of a live chat, the entire conversation can be made available to the customer by e- mail afterwards. Onlim GmbH | Great Customer Service in the Digital Age | www.onlim.com
  5. 5. 4 TIPS FOR OUTSTANDING CUSTOMER SERVICE IN THE DIGITAL AGE #3 Individuality: A survey conducted by the customer service platform Glady came to the conclusion that 59 percent of customers consider it more important to get an individual answer to their questions than to get their problem solved as quickly as possible. In order to do so, you need to ensure you know your customers and their  previous contact points within your company. A good CRM can help to manage all relevant customer data. Customer service or chatbots can then use this information to make the conversation more personal. In addition, you can send personalized vouchers or special offers to customers that are tailored to their preferences. Onlim GmbH | Great Customer Service in the Digital Age | www.onlim.com
  6. 6. 4 TIPS FOR OUTSTANDING CUSTOMER SERVICE IN THE DIGITAL AGE #4 Relevance & Consistency: Gladly’s study also concludes that 71 percent of customers want a consistent user experience. As mentioned earlier, a CRM system can collect user data. Thus, it can help to communicate with the user across multiple channels. However, cross-channel communication is only one part to achieve consistency. The information passed on to the users should also be consistent and relevant. For this, it is necessary that your customer service staff is trained in the best possible way and provides documents that describe how customer inquiries are handled. Onlim GmbH | Great Customer Service in the Digital Age | www.onlim.com
  7. 7. At Onlim we help you automate your communication for outstanding and innovative customer service. You can learn more about our LIVE CHAT, CHATBOT & VOICE ASSISTANT solutions at www.onlim.com Onlim GmbH | Great Customer Service in the Digital Age | www.onlim.com
  8. 8. AUTOMATING CUSTOMER COMMUNICATION VIA CHATBOTS AND VOICE ASSISTANTS P.S. Have you checked out our ULTIMATE GUIDE TO CHATBOTS yet? You can access it at https://onlim.com/en/chatbot-ebook/ Onlim GmbH | Great Customer Service in the Digital Age | www.onlim.com

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