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온라인 고객 서비스 10가지 쇼핑 이야기

http://www.e-consultancy.com/news-blog/364597/10-tips-on-improving-online-customer-service.html

외국은 우리나라와는 달리 숫자에 대한 관념이 많은 것 같다.
비슷한 자료들이 많이 있지만, 링크된 이야기는  고객을 위한 온라인 서비스를 향상 시키는 10가지 이야기들이다.
온라인쇼핑몰을 처음 시작하는 대부분의 고객들은 이러한 원칙을 지키는 사이트를 좋아할 것이라는 이야기이다.

오프라인뿐만 아니라 온라인 고객을 위해서는 이러한 10가지 Tip을 잘 활용하여 사이트를 구축해 나가야 할 것이다.
 

 

1. Provide comprehensive FAQs : 고객이 FAQ 등을 통하여 쉽게 궁금한점을 해결해 줘야 한다. 
This can help customers quickly find the answers to their queries about shipping, returns policies etc. A searchable FAQs section that covers every conceivable question will enable customers to get answers more quickly and take the pressure off customer service staff.

2. Allow customers to email : 고객은 콜센터에 전화하는 것을 싫어하기 때문에 이메일을 잘 활용해야 한다. 
Customers may have a query that isn’t covered by the information available on the site. Customers may dislike having to call customer service departments, so provide them with an email alternative.

3. Ensure a speedy response to emails : 이메일에 대한 답변은 신속하게 해주어야 한다.
Some surveys have found that customers sometimes have to wait 2-3 days before their emails are answered. This is not good enough, especially during the festive season when customers need to know when their goods are arriving. Not answering emails quickly enough will also increase pressure on call centres.

4. Increase staffing levels : 성수기를 대비하여야 한다. 
This will be the busiest time of year, and online customer service departments may be dealing with five times the volume of emails, as well as extra customer calls, so ensure that you have enough staff to deal with the rush.

5. Personalisation : 개인화된 이메일을 활용하여 질문에 적절한 답변을 받을 수 있도록 한다. 
Personalise email responses to customers – this will reassure people that someone is directly answering their questions.

6. Acknowledge the receipt of a customer email : 고객의 이메일을 제대로 처리하고 있는지 인식시켜줘야 한다.
This will eliminate needless customer frustration by ensuring that their questions are being dealt with.

7. Detailed Product Pages : 상세한 상품 페이지를 제시해줘야 한다.
As with providing a good FAQs section, providing accurate and detailed information on product pages can avoid the need for customers to call or email. Provide detailed information of delivery costs and times, as well as general information about the product on offer. 

8. Returns policy : 가능한 다양한 형태의 반품 정책을 제시해줘야 한다.
Making  your returns policy as simple and flexible as possible, by allowing customers to return product bought online to a store, for instance, will avoid unnecessary hassle, and may give customers more confidence to buy.

9. Exceed expectations : 혹시 문제가 생겼을때는 기대이상의 서비스를 제공해줘야 한다. (사과도 중요하지만 그 이전에 무료나 할인된 가격을 제시하는 것이 좋다. )
Mistakes are bound to happen, but it is important to deal with them well and exceed customers’ expectations. For example, if you fail to deliver an item, then don’t just apologise for the error, but offer the item discounted or free of charge.

10. Invest in online customer service technology : 다양한 정보기술을 활용하는 온라인 서비스를 고민해야 한다.
The market for online customer service solutions is growing at 50%, and such technology can benefit online retailers in a number of ways.



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