When it comes to operating a successful business, customer service is vital. Your shoppers and clients must have access to multiple channels so that they can seek support and assistance as required.
When choosing what is best for your company, it’s wise to know how each method works. Depending on the service you offer, you may need to prioritize some over others.
Below, we will talk about eight types of customer service and their advantages.
Sound interesting? Then let’s get started.
A chatbot is a system that aims to simulate human conversation. They usually appear in the bottom corner of websites and allow customers to access support and advice 24/7.
One of their main advantages is that they free up the time of your employees. Your team can focus on priority requests and let the chatbot provide more standard question answers.
You can read more about how they can enhance your customer experience at Smart Tribune Blog.
A live chat works and looks very similar to a chatbot – the only difference is that there is another human on the other end, not an AI. What’s great about this is that your team can handle multiple chats and answer requests quickly.
However, there are still some disadvantages to keep in mind. It can be challenging to read through slang and emotions, and customers tend to expect solutions immediately.
A Facts and Questions Section is something that almost every website has and is another type of self-service. Instead of seeking help from a customer representative, individuals can scroll and find an answer to their questions in minutes.
There are virtually no cons to having an F&Q section on your site, provided that the information you supply is correct. Again like chatbots, it prevents unnecessary requests to your service team.
One of the most common types of customer service that almost every business offers is email support. It’s an easy and straightforward way to record conversations and allows your team to personalize a response depending on the situation.
While it can be challenging to keep track of many requests, there are systems that you can use to make the process go more smoothly. You also have the benefit of using automated notifications to update customers on recent changes.
Social Media Support
You may only consider your social media as a platform for marketing and advertising products, but it’s also a way to handle customer inquiries. As well as answering comments directly, you have access to direct messaging.
That being said, there are some downfalls that are important to consider. Negative reviews and a lack of replies from your team can severely impact your reputation. It’s also not easy to reply to every mention, leaving some followers disappointed.
While phone support isn’t as standard for small businesses, it’s certainly still prevalent in large companies. In fact, it’s one of the most preferred types of support options, with most choosing it over online services.
The reason for this is that most customers enjoy physically interacting with an employee. Each experience is personalized, and they feel as if their request is being handled seriously.
Customer Communities and Forums
Did you know that there is a way customers can access support that doesn’t require your business to lift a finger? Yep, forums and communities allow your shoppers to answer each other’s inquiries, such as if they have been through a similar situation.
This isn’t exactly something that your business can control, but it is essential to be aware of it. While it can help manage requests, it can also spread inaccurate information that causes further problems.
Finally, last on the list, you can’t forget about traditional walk-in customer service. Face-to-face interactions are one of the best ways to sort through issues, and many individuals prefer being able to ask questions immediately as they enter a store.
Separate customer service sections aren’t as common anymore, but most employees have some type of training to help find solutions to problems. Not to mention that it also allows them to recommend products and boost sales too (something self-service can’t do).
And that’s it! These were eight types of customer service and their advantages. Now that you know the different ways your shoppers can access your assistance, you can choose what is best for your business.
Remember, to keep up with any emerging trends – what is most desired can always change.