5 tips for excellent online customer service

First stop ...

High-quality customer service is crucial to the success of any business. As a small business owner with a website, you might not have a physical store in which you can interact with your customers. Nonetheless, you can maintain that personal touch and exceed your customers’ expectations.

Here are five simple things you can do to offer excellent online customer service:

1. Offer help. 

Online Customer ServiceMake your website easy for customers to navigate, and include detailed descriptions of your products and services. Your site should also include a thorough frequently asked questions (FAQ) section. By anticipating the types of questions your customers might have and offering the answers up front, you can make a positive first impression.

2. Be accessible.

Make sure you have dedicated resources (even if it’s just you) for providing customer support. Customers should be able to easily find your contact information, including phone number and email address, on your website. If possible, offer online chat.

3. Reach out.

Contact your customers via phone, email, or regular mail to follow up on recent orders and request feedback. By taking a proactive approach, you can quickly resolve issues, build long-term customer relationships, and improve your business overall.

4. Guarantee satisfaction.

Prominently display your exchange and return policies on your website, as well as your guarantee of customer satisfaction. Customers will be more likely to purchase from your online store if they know you’ll resolve any issues they might have with their orders.

5. Reward loyalty.

By offering incentives to your customers, such as coupon codes or small thank-you gifts, you can solidify your bond from afar.

By going that extra mile, you’ll inspire repeat customers. Remember, word-of-mouth referrals are free advertising!

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Andrea Rowland
A former small business owner and newspaper journalist, and a published nonfiction author, Andrea Rowland crafts compelling communications for both internal and external audiences. When she's not noodling through content strategy or writing or editing, she likes to bake, travel, read, and explore the nearby shore for natural treasures.