As an entrepreneur, you’re always looking for ways to optimize your business. Many entrepreneurs evaluate their product range, develop a marketing plan, seek new opportunities, streamline their warehouse, etc. However, if you want to optimize, you should also take a look at customer service! Good customer service is invaluable in convincing potential customers to choose your store or webshop. By optimizing customer service, you not only attract new customers, but you also score with existing customers. When customer service is on point, it’s easier to build a positive relationship with customers. Through this approach, you can turn a negative experience (damaged product) into a positive one (fast and correct service). In this blog, we discuss first-line customer service.
What is First-Line Customer Service?
Customer service often deals with similar questions. These include questions about order status, the return process, return status, product information, delivery times, etc. These questions can be answered by anyone. You don’t even need extensive knowledge to answer these queries. This type of service is called first-line customer service. When more complex questions arise, these are forwarded to second-line staff or the responsible department.
Communication Channels
Regardless of the reason you contact customer service, you always want to get a response as quickly as possible. In today’s society, people hate waiting long to get an answer. Therefore, think carefully about how you want to respond to questions or complaints. We will discuss 4 options:
Phone: Calling is still the most popular way to get in touch. Many customers prefer speaking to a real person and receiving an immediate answer to their question. This is also the easiest way to ask follow-up questions.
Email: Almost everyone uses email for daily communication. This communication channel is more suitable than the phone when the customer has a busy schedule. It also allows you to consistently track and categorize everything. If the customer’s question is complex, always ask them to send all information via email.
Live Chat: Live chat is the middle ground between phone and email communication. This communication form is preferred by customers who use their laptop or desktop more than their phone.
Social Media: Communicating via social media is becoming increasingly popular due to its accessibility. A message via social media is quickly sent, and the contact is more informal than via phone or email. This communication form is preferred by the younger generation!
Why Outsource First-Line Customer Service?
Investing in customer service pays off, but many businesses simply don’t have the time to be available at all times. If you offer multiple communication channels but can’t follow up, customer service will have a negative impact on your business. Outsourcing first-line customer service can be a solution. Many questions come up repeatedly, but as a business owner, you lose time answering them. If an external party can answer these questions, it can save you a lot of time. This time can be fully invested in growing the business. An external party is always available, so customer questions are answered quickly. This helps build a positive relationship with the customer without them knowing they’re not directly speaking with a staff member from your company.
Webship and First-Line Customer Service
Webship is a 360° fulfillment partner, which means we don’t just manage inventory and handle picking/packing for our clients. We also take care of other activities like product photography, return processing, product sealing, and product measurements. First-line customer service is also part of our services. For example, we handle first-line customer service for drone purchases. We can answer questions about order status, basic product information, delivery times, return status, and more. This way, we not only relieve your business, but we also help your customers quickly! This service is available Monday through Friday during office hours (8 AM–5 PM), with or without a dedicated 0800 number so your customers can call for free. Interested? Contact Webship at hallo@webship.be.
