The benefits of using web based customer service

There can be potential rewards in case the web based customer service is effective enough. This can be achieved by using the right practices and tools. The right basic attributes can make a web based customer service work.This kind of customer service is able to attend to customers and deal with their needs in a quick manner. After all, the web is all about being fast. The customer service can get new information posted on the site immediately. Or else, it can make the information already available there easier for the customer to understand. This is not the posting of information being done by marketers on your site. In order to be effective, there needs to be rapid posting of quality content that is customer-centric.

A customer service resource on the web can be designed in a way that it becomes easy to negotiate and use. After all, quality content will not be of much use if customers are not able to find it easily. Being web based will allow customers to have an effective and intuitive search tool to pinpoint the answers by using the least number of steps. This is why the web based services usually maintain a “Top 20” listing of all the current hot topics so that the customers are able to view it as soon as they click on the home page.

Being on the web allows a business to integrate all its communications channels. After all, different customers tend to use various communications channels at different timings. They can get different answers depending on the channel that they are using. Using the web makes it possible to leverage the knowledge base across all these channels.

The fact remains most of the customer questions can usually be answered by just a small support knowledge base. The customer service that is web based can first develop this knowledge base, and then work on refining this content over time.

Being web based allows your customers to rate you. After all, you can only improve what you can measure. In order to be successful, the web provides customers a way to rate the quality of the customer service that they find online. This feedback helps to weed out ineffective content and improve the overall effectiveness of the website.

A web based service allows the use of content enriched with photographs and animations. This can be very useful in helping the customers to solve their common problems, and make the online customer service system more effective.

This is the best way to connect the online world with the real world facilities. Many customers come to a web site in order to find a local branch office or even a service center. A comprehensive database is usually maintained for providing this information to the customers. The web based customer service can supplement these street addresses with maps as well as driving directions in order to ensure that the customers are able to get where they want to, without the fear of getting lost.

Stefanie Amini
is Specialist in Customer Success and chief writer and editor of I Want It Now, a blog for Customer Service Experts. Follow her @StefWalkMe