How to Handle Online Customer Queries Efficiently

As a local business, one of the hardest things to keep on top of is providing good customer service through a website.

Ultimately, businesses lose clients because they can’t provide support or pre-sales answers promptly. Customers quickly get bored of waiting and look elsewhere for their needs. If you’re looking to provide the best support to your customers through your website, it can be done by implementing the following steps.

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Online Back Office Services

Take at look at what back office services are available for your industry. For example, companies like HSBO specialize in plumbing and HVAC businesses – they provide online back office support straight through websites and provide sales and support through live chat features. These types of services don’t cost a lot to implement, and the beauty of them is that you don’t have to answer any support queries online, so you can concentrate on providing a good service to your local customers.

Provide Multiple Contact Methods

As a small business, it’s hard to keep track of all your customers and the support methods you offer through your website. However, this is easy to achieve these days as there are several popular platforms out there that can provide it as an all-in-one package – and all you need to do is find one. Take a look at some of the most popular online support platforms via Google – having support methods and the queries coming your way in one place will help you keep on top and provide the best customer service possible.

Receive Alerts

It’s now possible, with the latest handheld devices, to stay on top of customer queries by receiving alerts. So, whenever you’re on the road or out providing a service – you can respond to potential online website visitors there and then. There are many options when it comes to receiving alerts – you can download the latest email platform app to your device or you can even use your website’s admin panel to automatically send you text alerts (should you have this feature or a Content Management System in place). Staying alert will keep you on your toes and it could be the difference in securing new clients if you respond promptly.

Introduce a FAQ

A Frequently Asked Questions (FAQ) section on your website could help you answer customer queries without even lifting a finger. These sections are particularly easy to build as well. Simply keep track of all the questions you’ve been asked and if the same questions are getting asked – pop it on your FAQ section and answer it in detail. These small sections on your website could save you a lot of time and effort in responding to questions that keep getting asked.

If you can stay on top of customer queries and pre-sales questions, you’ll have a better chance of securing new business. Local businesses often overlook emails or pre-sales questions through their website because they don’t have the time to respond – but by implementing the above methods you’ll find that it makes it a much easier process to digest and operate.

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