According to the 2021 SuperOffice Customer Service Benchmark Report, 62 percent of companies do not respond to customer service emails. Read on to see how companies are failing customers digitally, and learn what you can do to improve your online customer service.
- Make it easy
Provide a direct email address or phone number on the homepage of your website. Never ignore a customer’s question.
- Follow up
Set up an automatic follow-up email to be sent a few days after your response to see if customers are satisfied with your answers.
- Create a process
Consider assigning responsibilities, composing email templates or utilizing customer management software.
- Use automated responses
Automatic replies to questions should include customer support hours, a unique reference number and links to a knowledge base.
- Answer every Question
Focus on quality, not quantity or speed. Do not make your customers contact your company multiple times for the same reason.
Sources: SuperOffice, 7 Ways To Provide “Best In Class” Customer Service, 2021 Customer Service Benchmark Report
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- Follow Up
97 percent of companies do not send a follow-up email to customers to see if they are satisfied with the response.
90 percent of companies do not acknowledge or inform the customer that an email was received.
20 percent of companies fail to answer all questions on the first reply.