As more retailers start to take their business online, they're going to have to find a way to integrate the technology we have nowadays into the company's business model. This may mean adding extra support with experienced people who can answer questions via email or online chat and of course, that costs money, right? However, in the long run, it will be so worth it.
Sean Cohen of Aweber Communications wrote an article that offers some tips to create "old style service in the digital age":
Give Each Customer a Personal Response
Be Clear, But Sincere
Offer Live Customer Support
Make Sure Your Support Reps Have All the Answers
My thoughts: What I have found in my experience is that live customer support isn't something you see too often with small online businesses. More often they are run by solo entrepreneurs who think that email is sufficient enough to interact with customers. If this sounds like you, I would highly recommend adding some kind of business line on your website - preferably an 800 number if your budget allows it. It gives your business a more professional image and customers will feel be more open to calling you because they won't have to pay for the call!
Read more online customer service tips...
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