5 Types Of Customer Service You Should Know

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The different types of customer service available today for E-Commerce brands are often seen as a double-edged sword – on one hand, customers are able to reach your brand through their preferred customer service type, but on the other, the sheer number of customer service options may feel overwhelming. However, we want you to keep in mind that no matter how many channels you add into your brand’s customer support strategy, the true test is in how you use your channels to create a high-quality customer service experience. Join us as we explain the 5 types of customer service you should know, tips for making the most of each, and how to decide which ones are best for your E-Commerce brand.

1. Email Support

When brands use the proper software for it, email support is a worthy customer service channel to offer online shoppers. In fact, a Forrester study found that over 54% of consumers use email as a customer support channel, which is a considerable factor to keep in mind when selecting which channels to offer. Email is not only an easy channel to use for explaining extensive or complex issues, but it also allows customers to receive support without waiting on hold for a live agent in real-time, which is why 40% of customers say they choose email over other support channels). Additionally, offering email support creates more opportunities for your brand to gauge happiness with customer satisfaction surveys or even increase revenue through email marketing strategies.

2. Social Media Customer Service

Social media is one of the best resources to build brand awareness and promote products, so it only makes sense that more brands are now implementing social media customer service strategies as well to help resolve inquiries. After all, the need is there: BigCommerce found that nearly 67% of consumers are seeking support through social  platforms like Twitter and Facebook, and they’re likely to spend 20-40% more money with a business if one engages with them via social media. The beauty of social media customer service is that it provides instant, transparent feedback for customers who express an issue or complaint via a post or comment and presents your brand with an opportunity to shine and gain an edge on competitors. When your brand nails a public interaction, it shows onlookers and followers the level of customer care your team is willing and able to provide and often results in more conversions and revenue from new customers.

3. Phone Support

Phone support will always be a go-to option for customers, because it allows agents to offer personalized support and resolve complicated issues faster. When integrated with helpdesk software that offers analytics, your team can gain valuable insights into when and how often customers are calling with inquiries, which helps your brand better understand how to provide sufficient coverage for phone support. Plus, helpdesk software can provide a full customer history, create tickets automatically, and even record calls for quality assurance, all of which make phone calls easier and faster to manage and resolve. Overall, when paired with the proper software, phone support can be a powerful tool for your customer service team.

4. Live Chat Messaging + Chatbots

Live chat messaging and automated chatbot support have become highly popular channels in the past few years because of the instant support they’re able to provide. To be honest, it’s a win-win for both parties: customers love the immediate response they get from live chat (which 90% of consumers have said is important to them when they have a customer service question), and agents enjoy the quick back-and-forth messaging format that is both personal and secure. The convenient support live chat offers allows customers to multitask while they speak to a representative, rather than putting their life on hold while they sit on a phone or try to navigate a self-help knowledge based article. Plus, studies have shown that live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate for businesses – clearly nothing to scoff at, right?

5. Self-Service Support

On the topic of self-service, this type of support has also grown in popularity amongst customers over the years. Not only do customers love the fast and effective support that self-help resources can provide, but self-service options typically cost brands 80 to 100 times less than a live interaction with an agent. However, it’s crucial to make sure the self-service options your brand offers are easy for customers to navigate. A Gartner study found that in over 8,000 customer journeys, 70% of customers sought self-service channels at some point but only 9% were able to resolve their issues fully through those channels. To avoid this result, be sure that any self-help resources on your website – whether they be an FAQ page or self-service returns process – are clearly written and easy to follow. Otherwise, you may risk frustrating your customers and clogging up your other support queues with repetitive tickets.
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Why E-Commerce Brands Should Offer Various Types Of Customer Service

We’re going to be totally honest with you – the hustle and bustle mentality of today’s customer bases aren’t satisfied with limited customer service options. If they’re paying top dollar (or any dollar, that is) for a product or service, they expect to receive support through their preferred customer service channels where they feel most comfortable. However, this does also mean that your team must put in the work to create a consistently great experience across all channels that your brand offers. Trust us – the ROI of impeccable customer service is worth creating a strategic process for handling inquiries within each channel. For 86%, good customer service turns one-time buyers into long-term brand champions, and 78% of consumers will do business with a brand that offers excellent customer service even after they make a mistake.

Offer High-Quality Support On All Customer Service Channels With TalentPop’s Dedicated Agents

Whether your brand offers 3 or 5 types of customer service, the key to earning loyal customers is creating a consistent experience across the board. At TalentPop, we know the strain of managing customer service in-house all too well, and we want to help alleviate the pressure on your brand. Trained in all the top E-Commerce tools and software and able to provide support through various customer service channels, our dedicated agents always go above and beyond for your customers. Plus, with easily-scalable solutions and a straightforward pricing model, it’s never been easier to get the support your customer service team needs to thrive. To learn more about how our team can help, start by scheduling a call with us today.