{"id":11053,"date":"2019-11-28T16:36:08","date_gmt":"2019-11-28T14:36:08","guid":{"rendered":"https:\/\/${domain}\/blog\/?p=11053"},"modified":"2025-04-30T15:49:15","modified_gmt":"2025-04-30T12:49:15","slug":"how-to-provide-excellent-customer-service","status":"publish","type":"post","link":"https:\/\/${domain}\/blog\/how-to-provide-excellent-customer-service\/","title":{"rendered":"How to Provide Excellent Customer Service Online"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">It\u2019s a well-known fact that in today\u2019s hypercompetitive global marketplace, no business can afford to ignore the importance of <strong>customer service<\/strong>. Failing to meet customer needs and providing bad service experience is a direct way of losing customers, revenue and profits. Recent <\/span><a href=\"https:\/\/www.newvoicemedia.com\/en-us\/resources\/serial-switchers-swayed-by-sentiment-how-bad-emotive-customer-experiences-are-costing-brands-billions\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">research<\/span><\/a><span style=\"font-weight: 400;\"> found that poor customer service is actually costing businesses more than $75 billion a year. Fortunately, providing good customer service is not rocket science, once you know what consumers expect and how to leverage your website for delivering outstanding service experience.\u00a0<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_81 counter-hierarchy ez-toc-counter ez-toc-white ez-toc-container-direction\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-69ce84b8b35ae\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-69ce84b8b35ae\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/${domain}\/blog\/how-to-provide-excellent-customer-service\/#Introduction\" >Introduction<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/${domain}\/blog\/how-to-provide-excellent-customer-service\/#Essentials_for_Website_Customer_Service\" >Essentials for Website Customer Service<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/${domain}\/blog\/how-to-provide-excellent-customer-service\/#Self-service_options_could_include\" >Self-service options could include:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/${domain}\/blog\/how-to-provide-excellent-customer-service\/#10_Simple_Customer_Service_Tips_to_Follow\" >10 Simple Customer Service Tips to Follow<\/a><\/li><\/ul><\/nav><\/div>\n<h2 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Introduction\"><\/span><b>Introduction<\/b><b><br \/>\n<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Websites are still often considered as marketing or eCommerce machines by a huge number of business owners. However, a well-structured and well-resourced website can do more than sell \u2013 it can be a key customer contact point and a powerful service support tool. This blog post highlights some of the most essential elements that should be included on your website to make sure it\u2019s geared up to be the ultimate customer service resource for your customers and prospects, along with some easy-to-follow tips for improving your overall customer service experience.<\/span><\/p>\n<h2 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Essentials_for_Website_Customer_Service\"><\/span><b>Essentials for Website Customer Service<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-11054 aligncenter\" src=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Essentials-Part-of-Customer-Service.png\" alt=\"Essentials for Website Customer Service - weblium\" width=\"1000\" height=\"692\" srcset=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Essentials-Part-of-Customer-Service.png 1000w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Essentials-Part-of-Customer-Service-400x277.png 400w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Essentials-Part-of-Customer-Service-200x138.png 200w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Essentials-Part-of-Customer-Service-768x531.png 768w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Essentials-Part-of-Customer-Service-418x289.png 418w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><b>Email<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">For online businesses, email still remains one of the key customer support channels to offer. With <strong>91%<\/strong> <strong>of consumers using email<\/strong> every single day, and with majority actually preferring email for interacting with companies over other communication touchpoints, offering email support is a non-negotiable option for most companies.<\/span><\/p>\n<ul>\n<li><b>Contact Form<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Providing a contact form is a great way to make it even easier and more convenient for customers and site visitors to reach you with no need to actually leave your website. Besides, as a contact form allows you to require specific pieces of information &#8211; it can help to gather additional details about your customers for delivering a better service.<\/span><\/p>\n<p>To make communication via email more personalized, try adding a professional email signature to each of your responses.\u00a0<a class=\"c-link\" href=\"https:\/\/slack-redir.net\/link?url=https%3A%2F%2Fnewoldstamp.com%2F\" rel=\"nofollow\" aria-describedby=\"slack-kit-tooltip\">Signature generators like Newoldstamp<\/a>\u00a0help to standardize the process.<\/p>\n<ul>\n<li><b>Live Chat<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Since today\u2019s consumers increasingly demand immediate support on the go, offering <\/span><a href=\"https:\/\/www.liveagent.com\/live-chat-software\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">live chat support<\/span><\/a><span style=\"font-weight: 400;\"> has become almost a necessity. Studies prove that live chat\u00a0has the highest satisfaction levels for any customer service channel, while <strong>63%\u00a0<\/strong>of consumers are even more likely to return to a website that offers live chat as opposed to one that doesn\u2019t.\u00a0<\/span><\/p>\n<ul>\n<li><b>Phone Support<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">While some consider phone support old-fashioned, the reality is that most consumers still expect it as they prefer the convenience of being able to pick up the phone and get connected to a live agent right away. In fact, despite the growing popularity of digital service channels, phones still account for <strong>68%<\/strong>\u00a0of all customer support interactions.<\/span><\/p>\n<ul>\n<li><b>Social Media<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Customer service through social media channels has been on the increase over recent years. Very often, when traditional channels fail, consumers are taking to social media to voice their complaints. Having well-maintained social media pages that are easily accessed from your website will enable you to deliver efficient social media support.\u00a0<\/span><\/p>\n<ul>\n<li><b>Self-Service Support<\/b><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-large wp-image-11055 aligncenter\" src=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/image2-1000x563.jpg\" alt=\"Self-Service Support \" width=\"885\" height=\"498\" srcset=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/image2-1000x563.jpg 1000w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/image2-400x225.jpg 400w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/image2-200x113.jpg 200w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/image2-768x432.jpg 768w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/image2-1536x864.jpg 1536w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/image2-158x88.jpg 158w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/image2-418x235.jpg 418w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/image2.jpg 1920w\" sizes=\"auto, (max-width: 885px) 100vw, 885px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">With over 90% of global consumers expecting brands and organizations to offer an online portal for self-service, this support channel should not be ignored. <strong>Being available 24\/7<\/strong>, self-service can truly be a valuable support tool empowering customers to help themselves by searching for answers and resolving issues on their own.<\/span><\/p>\n<h2 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Self-service_options_could_include\"><\/span><strong>Self-service options could include:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3 style=\"text-align: center;\"><strong>1. Knowledge Base<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">A Knowledge Base is a central spot for bringing helpful information to your customers where they can find answers with no time wasted looking for contact information, calling or emailing. It should consist of instruction-type articles providing in-depth information on using a company\u2019s products or services.<\/span><\/p>\n<h3 style=\"text-align: center;\"><b>2. FAQs<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A <\/span><a href=\"https:\/\/www.liveagent.com\/academy\/create-faq-page\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">FAQ page<\/span><\/a><span style=\"font-weight: 400;\"> should be dedicated to answering customers\u2019 most common questions and concerns. FAQs mostly cover the company\u2019s rules and policies about payments, shipping, order changes, returns, account management, security, basic troubleshooting, etc. Unlike knowledgebase articles, FAQs are supposed to be short and to the point.<\/span><\/p>\n<h3 style=\"text-align: center;\"><b>3. Customer Forum<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">For SaaS businesses, enabling a customer forum is a great way to enhance their website\u2019s self-service options. A <strong>customer forum<\/strong> is basically a place where users can interact with each other, ask and answer each other\u2019s questions and share their knowledge, tips and tricks, best practices, insights, use cases, etc.\u00a0<\/span><\/p>\n<h3 style=\"text-align: center;\"><b>4. Feedback Widget<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Employing a feedback widget on your website provides a <strong>quick, easy and convenient<\/strong> way for customers to reach out to your team with any questions, problems or suggestions. It also helps to gather on-the-fly feedback that can further be used to improve your products and provide <strong>better customer service<\/strong>.<\/span><\/p>\n<h3 style=\"text-align: center;\"><b>5. Helpful Resources\/Guides<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Depending on your <strong>business type<\/strong> and the needs of your target audience, you can expand your self-service offerings with additional helpful customer service resources and guides such as e-books, webinars, video tutorials \u2013 any valuable content that can help customers get the most\u00a0out of your products and services<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<h2 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"10_Simple_Customer_Service_Tips_to_Follow\"><\/span><b>10 Simple Customer Service Tips to Follow<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-large wp-image-11056 aligncenter\" src=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/imgonline-com-ua-Compressed-y6jbjNpdR35Q-1000x666.jpg\" alt=\"10 Simple Customer Service Tips to Follow\" width=\"885\" height=\"589\" srcset=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/imgonline-com-ua-Compressed-y6jbjNpdR35Q-1000x666.jpg 1000w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/imgonline-com-ua-Compressed-y6jbjNpdR35Q-400x267.jpg 400w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/imgonline-com-ua-Compressed-y6jbjNpdR35Q-200x133.jpg 200w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/imgonline-com-ua-Compressed-y6jbjNpdR35Q-768x512.jpg 768w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/imgonline-com-ua-Compressed-y6jbjNpdR35Q-418x279.jpg 418w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/imgonline-com-ua-Compressed-y6jbjNpdR35Q.jpg 1073w\" sizes=\"auto, (max-width: 885px) 100vw, 885px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"text-align: center;\"><b>1. Know Your Target Audience<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The first and probably the most critical step towards providing outstanding customer service is identifying and gathering as much data as possible about your target audience. That includes knowing what your customers and prospects expect from you in terms of service and which communication channels they prefer to use to interact with your brand.<\/span><\/p>\n<h3 style=\"text-align: center;\"><b>2. Remove Obstacles from Your Website<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Technical aspects matter in achieving a better customer service experience. Optimize your website and remove any potential obstacles and barriers that might stand in the way of getting quick and efficient customer support. Make sure your customers have easy access to all the contact options available on your website, all of them are working properly and agents are responding.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/weblium.com\/\">Weblium<\/a> does a great job of focusing on a clean design:<\/span><\/p>\n<p><a href=\"https:\/\/weblium.com\/\"><img loading=\"lazy\" decoding=\"async\" class=\"size-large wp-image-11057 aligncenter\" src=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Weblum_Website_Template-1000x706.png\" alt=\"Remove Obstacles from Your Website\" width=\"885\" height=\"625\" srcset=\"https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Weblum_Website_Template-1000x706.png 1000w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Weblum_Website_Template-400x282.png 400w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Weblum_Website_Template-200x141.png 200w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Weblum_Website_Template-768x542.png 768w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Weblum_Website_Template-418x295.png 418w, https:\/\/${domain}\/blog\/wp-content\/uploads\/2019\/11\/Weblum_Website_Template.png 1194w\" sizes=\"auto, (max-width: 885px) 100vw, 885px\" \/><\/a><\/p>\n<h3 style=\"text-align: center;\"><strong>3. Regularly Update Knowledge Base &amp; FAQs<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Set up regular content reviews to ensure your knowledge base articles, documentation and FAQs remain up-to-date, relevant and valuable to customers. Whenever any changes are implemented, new products are released, new customer concerns and questions come up \u2013 the content should be revised and updated accordingly.\u00a0<\/span><\/p>\n<h3 style=\"text-align: center;\"><strong>4. Segment Your Website for Support Channels<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Instead of offering support to all customers and prospects via all the channels, you might want to consider segmenting your support offerings. For instance, you can make some of your support options \u2013 such as self-service and live chat &#8211; available only to paying customers through log-in access.<\/span><\/p>\n<h3 style=\"text-align: center;\"><strong>5. Keep Track of Previous Communication<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Taking into account that the majority of today\u2019s consumes typically use three or more <a href=\"https:\/\/weblium.com\/blog\/types-of-digital-communication-channels\/\">channels to connect with brands<\/a> and get their questions answered \u2013 very often during a single inquiry \u2013 it\u2019s important to keep track of all previous interactions in order to deliver a consistent service experience.\u00a0<\/span><\/p>\n<h3 style=\"text-align: center;\"><strong>6. Improve Response Time With Automation<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">As consumers have become more tech-savvy and more demanding, the speed of service is critical. By using <\/span><a href=\"https:\/\/www.liveagent.com\/help-desk-software\/\"><span style=\"font-weight: 400;\">help desk software<\/span><\/a><span style=\"font-weight: 400;\">, you can automate many customer service processes (such as automated ticket distribution, smart call routing, pre-defined chat responses) to improve response times.<\/span><\/p>\n<h3 style=\"text-align: center;\"><strong>7. Offer Technical Support if Needed<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">While obviously, not all businesses need to offer tech support to customers, <a href=\"https:\/\/weblium.com\/saas-website-builder\">for SaaS<\/a> and IT companies selling products and services that require ongoing assistance with installation, troubleshooting, maintenance, upgrading, etc. &#8211; providing technical support is almost always a necessity.\u00a0<\/span><\/p>\n<h3 style=\"text-align: center;\"><strong>8. Proactively Invite Users to Chat With You<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">One study found that <strong>78%<\/strong> of consumers like it when organizations notice they have been having difficulty with a website\/ completing an order and contact them directly to try and help. If you are offering live chat support, enable proactive chat invitations for providing timely assistance to your customers and site visitors when it\u2019s needed most.\u00a0<\/span><\/p>\n<h3 style=\"text-align: center;\"><strong>9. Personalize Customer Service Interactions<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Above everything else, customers want to be seen as individuals, not account numbers. Regardless of the channel, they choose to use or the stage of their customer journey, anyone who contacts your business should be treated with a personalized approach and a human touch.\u00a0<\/span><\/p>\n<h3 style=\"text-align: center;\"><strong>10. Seek and Analyze Customer Feedback<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Regularly receiving and analyzing <\/span><a href=\"https:\/\/www.liveagent.com\/academy\/how-to-collect-reviews\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">customer feedback<\/span><\/a><span style=\"font-weight: 400;\"> is essential to know how your customer service is actually performing and whether your business meets customer expectations. It can also give you valuable insights on what exactly you can do to improve your overall customer service strategy.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s a well-known fact that in today\u2019s hypercompetitive global marketplace, no business can afford to ignore the importance of customer service. Failing to meet customer needs and providing bad service experience is a direct way of losing customers, revenue and profits. Recent research found that poor customer service is actually costing businesses more than $75 &hellip;<\/p>\n","protected":false},"author":35,"featured_media":11060,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","inline_featured_image":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[123,76],"tags":[],"class_list":["post-11053","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-how-to","category-niche-expertise","has-thumb"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How To Provide Excellent Customer Service Online \u2661 | Weblium<\/title>\n<meta name=\"description\" content=\"Read about the most essential elements that should be included on your website to make the best customer 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