By Digital Hub on August 6th, 2020
When done right, customer service will contribute to the success of your business. Many customer service surveys and surveys in Australia and across the world show that quality customer service is the key driving factor behind brand loyalty. If you are working with the best digital marketing agency in Sydney to figure out the best customer service channels for your business, that is a commendable business decision on your part.
Expect to come across many channels that can help you stay in touch with your customers, but not all of them will be ideal for your business. For many, finding the best ones in a sea of endless options has always been a frustrating process.
To start you off on this, understand that your choice should majorly depend on your customers. For your customer service support system to be effective, you will have to pick communication channels that your target customers use the most.
At Digital Hub Australia, we have a team ready to help you figure out the best possible customer service channels for your business. We are usually able to accomplish this through extensive market analysis.
In the meantime, this article will help you get started on the process of picking the most effective channels for your customer service.
1. Live Chat
Working with a digital marketing agency in Australia to integrate live chat functionality in your website is one of the best decisions you can ever make for your customer support system. Here’s why:
Research data shows that almost 47% of customers who make purchases online feel more confident using websites that offer live chat support.
Live chat allows users to ask questions about a product before making the purchase. You can go ahead and hire digital marketing experts in Sydney to add a chatbot functionality to your live chat feature.
The chatbot can answer the most frequently asked questions by your customers while forwarding the more nuanced questions to your live personnel. This approach will reduce the strain on your customer care personnel and improve the shopping experience on your website.
2. Social Networks
Most Australians spend a good portion of their time on social media. In fact, by January 2020, the country had an estimated 18 million active social media users.
Note that your customers will favour certain social media platforms depending on the demographic that they fall in and other preferences. Always work with the best SEO agency in Australia to determine the social networks that your audience favours.
After that, focus on building your brand’s presence on those platforms. Remember to include effective social media management in your plan.
Research supports the fact that customers trust brands that are easy to reach on the various social media networks. In fact, companies that ignore customer inquiries on social media record higher churn rates than businesses that engage their customers.
Just make sure that you focus on the networks where most of your clients frequent if you want the most out of this customer support channel.
If you plan on running a successful online business, then email support is a mandatory feature. Over 90% of customers use email on a daily basis. Globally, there are almost 4 billion active email users.
The advantage of email for customer care support is the speed and ease of use. However, you need to ensure that you can reply quickly to your customers’ queries.
A good idea would be to hire SEO experts in Sydney who can help you automate some of the email queries. This will negate the need of having to respond to every email in person unless it is a nuanced request.
4. Message Boards And Online Forums
Customers who share similar interests usually join popular message boards and forums on the internet where they can interact with like-minded individuals.
Any best SEO agency in Sydney can help you identify message boards where most of your customers frequent. You can then start a thread that is dedicated to your business on the forum.
This will allow your customers to post questions regarding products or services that you are offering. The fact that your responses are available for reference by customers with similar questions is an added advantage.
It is almost impossible to run a business in Australia without adequate phone support. Most customers prefer to make a call when in need of help because of the convenience that it offers.
In fact, research shows that 70% of customers expect a business establishment to have a phone customer care support system. However, you need to ensure that your customer care personnel is well-trained to properly handle customer phone calls.
You can also consult a digital marketing agency in Australia on the integration of an automatic phone customer support system for frequently asked questions.
If you are out to find a customer service channel that fits your business, this is the best time to act. On your own, this can be a tough and overwhelming process. But when you are working with a professional, it gets a little bit easier. At Digital Hub Australia, we offer affordable digital marketing services in Sydney Australia and have a team ready to help you figure out and integrate appropriate customer support channels in your business. Talk to us today to learn more.