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When we launched our virtual customer service (VCS) program one year ago, we were unsure what to expect. We knew that providing support through chat and phone would be a new experience for our customers, and we were curious about how they would respond. Now that the first year is behind us, we can look back and assess what we learned. Here are some of the most important lessons we learned from providing support through live chat and phone:
Customers can get help at any time of the day or night without waiting in line or traveling to a brick-and-mortar store.
In a survey we conducted shortly after launching our VCS program, we found that 96% of customers were satisfied with the convenience of chat and phone support. In addition, 91% of customers said they would recommend our VCS program to a friend.
We asked customers whether they found chat and phone support helpful in the same survey. An overwhelming majority – 95% – said they did.
Offering virtual customer service is a great way to show your customers that you care about their convenience and satisfaction. In addition, providing virtual customer service helps build customer loyalty, leading to increased sales and referrals.
If you’re considering offering virtual customer service, here are a few tips to help you make the most of it:
Your team needs to be well trained to provide practical support through chat and phone. Ensure that your team knows the basics about your products and services and how to handle customer inquiries.
Chat and phone support require different tools than in-person support. Ensure you have the right software and hardware to provide quality support through chat and phone.
Let your customers know that you offer chat and phone support. Place ads in your store, on your website, and in your marketing materials. Let your customers know that they can get help anytime, day or night, without having to leave their homes or office.
After a customer has received help from your VCS team, follow up with them to ensure they were satisfied with the experience. Ask them if there’s anything they would like to see improved, and thank them for their patronage.
Offering this service is a great way to improve the convenience and satisfaction of your customers. By following the tips above, you can ensure that your VCS program is a success.
Are you looking for a convenient and satisfying way to get help with your products or services?
Look no further than Live Free Virtual Services! Our chat and phone support are available anytime, day or night, and we’re always here to help you.
BOOK A DISCOVERY CALL TODAY to learn more about our virtual customer service and how it can benefit you and your business.