From dinahosting , national leader in the field of web hosting and domain registration, they tell us the basic keys to make customer service in your online business a success.

1. Give 'Customer Service' the importance it deserves

The first thing is to be clear that customer service is a very important area within any online store.

First, because it helps to build customer loyalty and prevent them from going to other competing companies, and there are many studies that certify that it is much more expensive to make a new customer than to retain one you already have . Second, because it helps increase sales, especially through word of mouth recommendations from one customer to another. There is no better publicity than that of a person satisfied with a well resolved incident. And third, because it is one of the differentiating factors that can improve the positioning of a brand in the market. Good customer service helps create a strong corporate image , and without it it would be very difficult to build trust.

2. Take care of the language and use tricks in communication

Good customer service begins with knowing how to address our customers correctly, always using positive language : solution, simple, help, interesting, advantage... these are recommended terms. On the contrary, it is better to avoid words like problem, complicated, difficult, impossible, expensive, never, etc.

At the same time, it is convenient to avoid the use of filler words or doubtful formulas : I think, I don't know, but... they convey a lack of security and knowledge.

Another recommendation is to avoid expressions that convey tiredness or impatience : as I said before, I'll repeat it again... they never help to empathize with whoever is on the other side.

The key, in short, is to show an assertive attitude that allows you to detect what needs the client has, know how to redirect the conversation to help them and, ultimately, offer them additional information that could be of interest to them about the product or service you are selling.

Of course, be careful with the promises and commitments that are established! The solution must be equal to or greater than the expectations that are generated . As Thomas Fuller said, "the good ceases to be good when the best is expected."

3. A claim is an opportunity to build loyalty

In customer service, and especially when it comes to complaints or claims, it is essential to respond immediately, being clear in the message and avoiding ambiguities.

It is very common for customers to send their complaints through social networks or other public channels, so as the manager of an online store, take the opportunity to respond constructively. If your ecommerce is responsible for the incident, try to follow the conversation through a private channel and deal with the complaint internally. Don't forget to follow up afterwards showing that you care that everything has been resolved correctly. If there have been no errors on your part and the service you have provided has been adequate, make sure that the user knows it and that your response is visible.

In short, take the opportunity to turn your weaknesses into strengths . A customer satisfied with the service always comes back.