In business on the Internet, the importance of Customer Service is critical, it is much greater than in a “brick” business, because customers or prospects evaluate the products or services that your company sells, with speed and quality of the answers that your online business offers them.

All the efforts must be oriented towards an optimal customer service and the most personalized possible, we must take into account that on the internet there is no “face to face” contact between company and clients, therefore interactivity, communication between both is even more important and must be very fluid. According to a research survey carried out to measure the degree of customer satisfaction and know why they stop buying in a certain trade,The following conclusions have been reached: 68% of the respondents answered;”I have stopped buying because of the bad and non-existent Customer Service.”
On the Internet the speed with which an email is answered makes a difference, if it does so during the first hour, it will undoubtedly impress your clients or prospects and will be in clear advantage over your competition, but if you do it in a week or even later, they will be disappointed.

Lack of a real customer service, being indifferent and paying bad attention are the main causes of loss of clients and prospects on the Internet. That is why it is very important to respond quickly, your company will be in a differentiated position and will be positioned in the minds of its clients and prospects in front of its competitors. Internet Businesses Are Looked at with Magnifying Glass Customers and prospects on the Internet, with a magnifying glass and evaluate very well online businesses, before deciding to buy a product or service that interests you. They value

  • The information that your website offers, about the product or service of your interest.
  • Your offers and those of your competition
  • But especially: Your Customer Service, with the speed and clarity in the answers to questions or doubts you have about the product or service. This influences so much that you can determine to a very high degree that your prospect is inclined to buy the product or service in your business and not in the competition.

The Responses That Customer Service must give The customer service must clearly identify:

  • What is the question or problem that your prospect or client has
  • What are the real solutions and finally …
  • Offer solutions, instructions and steps to follow

Honesty is very well valued Do not sell products or services, sell “solutions”. Selling for selling, selling desperately is the worst strategy that any business can have, and even more so on the internet. If your product or service does not cover the needs of your prospect or client, do not sell it, but know that it has generated bonds of trust, and there is a high probability that it will return, because human beings value credibility very much, and even more so in online businesses, in which one of the main reasons for not buying is lack of confidence. If your company can not give the right answer to a question or problem of your client or prospect, because it lacks it, in any case answer and promise that you will have that answer, or that solution, as quickly as possible. If he can not help you, tell him why and offer alternatives.

Be sure of this,Do not Pass From The Problem If there is something that bothers is to make the customer feel like a ping pong ball. If you can not offer a solution, the worst strategy you can have is to pass the problem on to someone else. If you do not have any other remedy, and you have to send your client or prospect to another person within your organization, first contact her and explain what the question or problem is, in this way, you will not have to explain again that It is everything. Your client will not have to waste more time in telling everything again and will make you feel that he is being well taken care of. A good customer service is measured by the degree of satisfaction that customers have with the pre and post sales service. the company, customers expect many more than kind and polite words taken from a marketing script, expect answers and above all “Conclusion On the internet, the exit door is only within the reach of a click for your clients and prospects, differ, provide an optimal customer service, do not make it easy for your competition. It is useless for your business to have the best product or service, if it lacks the most important thing: your customers.