November 18, 2024

Attention to on-line customer: best practices and hints on communications

Today, a lot has been spoken about customer experience. In this scenario, attention to the on-line customer is fundamental for it optimizes communications and experience.

Therefore, companies must assure that, even remotely, communications continue to be clear, efficient, and of the highest quality.

In this article, will show you best practices, equipment, and hints that warrant excellence on answering and good customer experience. Follow us!

The importance of good on-line answering

Attention to the on-line customer can be as effective as the face-to-face experience. It depends on some key factors. Be aware that in remote attention, there is no physical interaction. Thus, the voice and tone become the main points of connection with the customer. Therefore, the professional needs to be well prepared to succeed in every interaction.

Another important item for the success of this type of customer attention is the use of quality audio equipment.

Professionals that perform in call centers or in customer attention know that an unsuitable device can directly affect customer experience.

What are the best practices for on-line customer attention?

In real life, attention to the on-line customer demands a series of good practices for communications to be efficient and for a positive customer experience. We will show you the major ones.

Maintain a professional posture

A professional posture is essential even for the on-line environment. This includes not only how the attendant presents himself (in the case of a video call) but also the way he speaks. To make the confident clarity in the verbal communication, cordiality and respect are essential.

Invest in a quality headset

Audio quality is essential to guarantee that the customer perfectly understands what is being communicated. Headsets with low quality microphones can generate noises and hamper the understanding, causing frustration and increasing connection time.

Felitron, recognized in the market by the excellence in communication equipment, offers two models of headsets that outperform in on-line communications: the Epko Plus and the Epko.

The Epko Plus, for example, is a headset that offers noise reduction, crystalline sound and ergonomics that provide comfort during long working hours. And the Epko line also stands out because of its audio quality, being the ideal option for someone that is looking for an excellent cost-benefit.

Both models guarantee a more efficient communication, allowing the focus to be 100% on the customer and the solution to his problem. It is thus guaranteed that the customer and the operator can focus on the conversation without unwanted interruptions.

Be patient and listen

In call center attendance, patience is an indispensable skill. In many cases, the customer has doubts or questions that can be complex. It is essential for the operator to listen carefully before answering, and show empathy and understanding. Avoid interruptions and certify that the customer feels he is being heard.

Customize the attendance

The customer experience is much more pleasant when the attendance is personalized. Call the customer by the name, remember details of previous calls and adjust the tone of voice to the situation. Those are attitudes that make the customer feel valued. This also helps to build a closer connection, even in a virtual environment.

Be clear and objective

In on-line attendance, being clear and direct is an essential practice. The customer may not be present physically and cannot capture corporal language or other non-verbal signals. Therefore, use simple and objective communication, avoiding complex technical terms unless it is really necessary and the customer has accepted that.

Make pauses 

When explaining a procedure or supplying detailed information, iy is important to make pauses so that the customer is able to process what has been said. This also allows the operator to be sure that the customer is following the reasoning and if he has any doubt.

Without doubts, on-line customer attention can be a powerful tool to strengthen the relationship and improve consumer satisfaction. Following the recommended best practices, your company will offer flawless service, even remotely.

Did you enjoy the best practices and hints to improve on-line customer attention? Enjoy the chance to get to know the headsets by Felitron.