{"id":22818,"date":"2020-02-13T00:00:00","date_gmt":"2020-02-13T08:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/three-es-customer-service\/"},"modified":"2024-04-15T01:58:48","modified_gmt":"2024-04-15T08:58:48","slug":"three-es-customer-service","status":"publish","type":"post","link":"https:\/\/www.helpshift.com\/three-es-customer-service\/","title":{"rendered":"The Three E\u2019s of Online Customer Service"},"content":{"rendered":"
An effective customer service strategy needs to keep these three criteria at its core: <\/span><\/p>\n If your support is easy to access, efficiently answers questions, and effectively conveys your brand tone, then you will have satisfied customers. It\u2019s a pretty simple equation, right? Well, as any customer service manager knows, satisfying these three criteria is easier said than done. <\/span><\/p>\n Here are actionable steps that you can take to incorporate the three E\u2019s into your service workflows and ensure happier customers in the process. <\/span><\/p>\n Ease refers primarily to how accessible your customer support is. How long does it take a customer to find an avenue for contacting you? How laborious is this avenue? Increasingly, customers demand self-service options and lightning-fast responses \u2014\u00a0in fact, <\/span>53 percent<\/span><\/a> of consumers are likely to abandon their online purchase if they can\u2019t find a quick answer to their question. <\/span><\/p>\n The components that make customer support easily accessible are: <\/span><\/p>\n Don\u2019t make a customer leave your app to contact support on email. This rupture in the customer experience makes it unlikely that customers will to return to what they were doing \u2014 whether that was checking out, purchasing tokens, playing a game, or any other form of engagement. Instead, provide in-channel support: in-app chat and web chat. Let customers contact you where they\u2019re already living, so that they can get back to your brand the second their question is answered. <\/span><\/p>\n According to <\/span>Forrester<\/span><\/a>, use of FAQs on company websites increased from 67 percent in 2012 to 81 percent in 2015 among US online adults. People want to self-serve, and considering that allowing them to do so saves your CS team time and money, every organization should be offering self-service. Make your knowledge base easy to find and equipped with dynamic search so customers can rapidly find the answer to their question. <\/span><\/p>\n Most organizations won\u2019t have the manpower to actually respond to all queries immediately. Chatbots offer a customer-pleasing solution to this problem. They can respond instantaneously, collect customer information, and then hand off a customer to an agent based on agent capacity and specialty. <\/span><\/p>\n<\/blockquote>\n\n
1. Ease<\/span><\/h2>\n
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2. Efficiency<\/span><\/h2>\n