How can you manage customer expectations on online platforms?

One of the best ways to aid a customer is offer a channel best fit for her or him. Before having contact you might want to make an inventory of the 'time-to-contact' per channel. In my experience, the best way to prefend frustration is to give a clear and actual representation of the wait-times per channel on your platform. Customers might choose a different channel depending on the wait-times or topic of their issue.

I would say know your customer just as well as you know your your product and brand! When working with 360 CRM systems, make sure you to take a few minutes to read through the case! Nothing frustrates a customer more than having to repeat himself/herself to every agent he/she interacts with. Identify his/her pain point, have a solution at hand and communicate it clearly and concisely.

It is important to be able to manage customer expectations on online platforms. This is because customers have a lot of information at their fingertips, and they expect to be able to get what they need quickly and easily. One of the best ways to manage customer expectations is to set clear and realistic expectations from the start. This means providing accurate and consistent information about your products, services, policies, and processes on your website, emails, chat, and other channels. By setting clear and realistic expectations, you can help to avoid disappointment and frustration for your customers. You can also help to build trust and credibility, which can lead to increased customer satisfaction and loyalty.

Provide accurate and detailed product/service information. Clearly communicate shipping and delivery times. Be transparent about any potential delays or issues.

Customer service is all about the experience! In times where the norm is to be late even for a call back, be the rep who calls in a timely fashion way! Consider each interaction unique and offer not only your empathy but go the extra mile to demonstrate you value your customer with actions. I got the opportunity to assist a visually impaired customer and I was truly committed to get her issue resolved! Fulfilling my promises to her like calling back when I said I would, went a long way! It’s in the little details where you get a chance to change a 1 star review to a 5 star 💫 Engage with the consumer and create loyalty to the brand using the experience you’ve delivered!