By definition customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Simply put it’s the provision of service to customers before, during and after a purchase. If we take these definitions at face value every company in the world provides customer service. However, we know that all customer service is not created equal or provided with the same standards. Let’s take a closer look at why it’s such an important point to remember when choosing a partner to provide support for your online presence strategy.
Customer service that eliminates finger pointing
Mixing multiple resources can be problematic when an issue arises. One company built your website, another company hosts the site and email service, and yet another company provides your email marketing and social media support. So when a technical or functional problem comes up a bit of finger pointing can ensue. Using a single provider for all these services will eliminate multiple points of failure and keep the responsibility in one place. Not to mention simplifying your billing for this support. Exceptional customer service from one resource will go a long way in making your business life easier.
Customer service that keeps you current
As the internet and technologies advance it’s important to keep up with how these changes impact your business. Make sure the provider you choose offers a robust and ongoing training program. Our training sessions are delivered live and in person providing a highly effective hands-on learning experience. An online reference library is also an important tool for you to access the information you may need on demand. Our monthly seminars focus on a wide range of topics like website design and social media marketing giving you a place to ask questions. Any provider your are considering should offer some method of education as part of their ongoing customer service.
Customer service that is dynamic
Dynamic, flexible and multi dimensional. No matter what words you use to define it customer service has evolved. Customer service no longer exists simply to address a billing inquiry or cancel service. Any provider you are considering should demonstrate a depth in their post purchase support. For example we offer Open Lab that gives our customers access to our programmers to ask questions, get hands on support and work side by side on their website or internet applications.
We believe that customer service should be defined as outrageous. We believe that customers should expect and demand the highest level of service possible. How about you? How do you define customer service?