Customer service, as the name suggests, is customer service. It determines the relationship you need to maintain with the customer to ensure customer satisfaction and therefore loyalty to transform them into a brand ambassador.
Customer service is usually provided by a specialized customer team of the marketing staff in order to conclude the sale with the prospect and provide after-sales service. In other words, it completes the work started by the salespeople.
In the technique of digital marketing, the marketing director’s role is to establish the marketing strategy and marketing plan and to ensure its execution by its management team. Whereas, the sales representatives who are part of the marketing team, but exclusively men in the field (sales by physical contact), have the role of ensuring the sale that has been facilitated to them through a prospect database obtained during the execution of the digital marketing plan.
In other words, sales representatives ensure real contact with the prospect, so that he becomes a customer to transfer the report to the customer service who will take care of either transforming him into a customer if he is not yet, or to retain him if he already belongs to the house.
So today we want to know how to ensure customer service and especially online customer service?
Customer service is part of the sales force. In other words, it’s the art of getting a prospect to buy a product or service. Generally, it is done directly by phone call or, through an appointment set by call to conclude a face-to-face sale. Thus, he will have the duty to take customer feedback to improve the quality of the product or service. It therefore ensures customer satisfaction and after-sales service in terms of information.
Customer service is the intermediary between the customer and the company, the final path that leads to the sale. This is quite obvious when you have a prospect database that you can contact gradually to push them to the final purchase with a prepared dialogue but, when it comes to providing customer service directly online that offers a large amount of prospect to satisfy simultaneously how to go about it?
1-HOW TO ENSURE ONLINE CUSTOMER SERVICE?
Online customer service is not provided by the customer dedicated special team as they are not part of the online team. Online customer service is provided by each manager of each marketing platform.
-For websites, customer service is provided by the webmaster (the person in charge of managing the entire website and its content) or the e-commerce manager for e-commerce sites via a window built into the website called webchat.
-For newsletters, the newsletter manager manages the newsletters while bringing the prospect to a purchase or retaining him directly online.
However, for the success of customer service, the various managers are closely in collaboration when we know that to have a subscriber list to the newsletter, you need a special technique on the website and social networks.
In addition, since in the case of social networks and websites, the manager is not connected 7 days a week, 24 hours a day, there are online prospects that he does not hire in a timely manner given the time zone of the different countries, which can decrease the enthusiasm and engagement of prospects.
On the other hand, when you produce enough content in addition to online advertising to improve your visibility and sell better, interactions on your marketing platforms can be overflowing to the point of making you unable to answer all these questions. To recover these disappearing prospects, it is necessary to automate the customer service system: Messenger Bot will intervene.
Messenger Bot is the automation of your online customer tracking in order to engage any visitor who takes action on your site or on your business page.
With Messenger Bot, plan your social media posts, plan responses to your comments on social networks, plan answers to frequently asked questions for private messaging on your business pages, integrate a webchat window on your showcase website or e-commerce website Woocommerce and plan answers to questions on the webchat window, send newsletters planned in batches or sequences depending on consumer behavior , sync your social media followers’ list to start their personalized tracking with sending emails or private messages en masse.
That’s not all! You can easily transfer subscriber data to your own CRM (customer relationship management) or other tools with Zapier or use messenger Bot’s subscriber manager as your own CRM!
With Messenger Bot, you save time and money thanks to the automation of customer service on your different platforms because indeed, the customer service on your different platforms can be managed by one and the same person and this automatically using this software.
However, you should always add a contact page containing your service email on your showcase or e-commerce website or to the information section of your pages on social networks for customers who want to contact you directly by email for a particular problem.
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