If we want a customer to buy again in our virtual store and build loyalty with the brand, a very important factor is the customer service they have received. To do this, there are different types: email, instant messaging, telephone or using a social network.
1.- Customer service via email.
It is important to add a contact form on the website, which includes, at a minimum, the required name, email and message fields.
This will help our customers when they are in our store and need a question answered quickly and easily.
2.- Customer service through instant messaging.
This customer service is similar to that of email and social networks, with the difference that through instant messaging chats we can send messages in real time. This causes a much shorter interval between question and answer and, thus, being able to resolve customer doubts quickly.
3.- Customer service by phone.
It involves adding a contact telephone number and customer service hours during which calls can be made. Whoever is in charge of answering these calls must exude serenity and positivity to customers.
If this service is applied well, we can provide a response to customers in a more direct and personalized way.
4.- Customer service through social networks.
In this case, customers contact the store through one of their social networks: Facebook, Twitter, Google +, etc.
It is important to respond to messages as soon as possible, since customers begin to get impatient after 30 minutes of waiting, and the vast majority of companies usually respond every 6 hours.
In any case, it must be taken into account that the person in charge of serving clients must be a person prepared for the position, with the ability to empathize with them and treat them politely.
At the end of the day, the image that this person projects will be the one that the customers of our online store will have.
