Customer service is a fundamental aspect of any business. Customers, whether they buy online or offline, are always influenced by their personal experience with the provider and use this as basis on whether they should buy or not. And for those customers who have already bought once, great customer service is a great motivating factor influencing them to buy again.

Five Great Customer Service Initiatives

The type of online business you have dictates which customer service medium you should offer consumers. You can focus only on one or utilize all of the following. (It is assumed that you have a typical Contact Us page already.)

FAQ. A Frequently Asked Questions section is a common feature on many sites. It is very handy to have because it immediately answers any concerns a potential customer may have. And the sooner you address their questions, the sooner they can decide on buying your products or services!

Hotline Number. This is usually a special 800 number, but any number will do really. The important aspect is that consumers can reach you whenever they have a question about your offerings.

Live Chat. Many online businesses are now offering 'Live Chat' to consumers. This feature enables the consumer to chat with any of your customer service staff and get answers to questions or have their problems solved in real time.

Ticket Service. A ticketing service is basically email support on a first come first served basis. With this feature, consumers can send their questions or let you know of their problems via an online form you have on your site. After they submit their concerns, it is expected that you get in touch with them within 24 hours.

Online Knowledge Base. A knowledge base is usually present in many online businesses providing software (e.g., how to apply an e-signature in MS Outlook). It is, however, applicable to many types of businesses. For example, if you have an e-commerce site offering hardware tools. You can have a knowledge base offering handy solutions such as how to replace your faucet or how to install a bathroom fan. Of course, the items mentioned in the How To articles indicate hardware tools they can purchase from the site!