Online Customer Care, Pros - Cons?

Chăm Sóc Khách Hàng Online, Ưu - Nhược Điểm Thế Nào?

For successful online business and sales; One of the factors that cannot be ignored is customer care. Online customer support plays a very important role in helping you close many orders. But not everyone can understand the importance; as well as the advantages and disadvantages of this online, online customer care; to do it in the most thoughtful and effective way. If you are one of them, let's find out the information with Becare right in this article!

The importance of online customer service

Customer care service in general and online customer care service in particular; is no longer a strange job in the business development and sales process of any business today. Because customers are the key factor for the long-term development of the business. So besides quality and price; customer care is also one of the strengths; to compete directly with other competitors in the market.

Tầm quan trọng của dịch vụ chăm sóc khách hàng online
The importance of online customer service

Thus, taking care of customers online is completely different from meeting and exchanging face-to-face at the point of sale. Thanks to tools, platforms, applications, …; customer care activities will take place in the most convenient way; even if you don't meet your customers in person. It makes serving customers happen anytime, anywhere. Especially when the shopping habits of today's consumers have changed a lot.

Therefore, if the online customer care service is done well, it will help increase the sales rate; convert leads into customers and build lasting relationships with them. This process will take place before, during and after the purchase; depending on the business model as well as the working method of each company. Online customer care also enhances their shopping experience; This is seen as a way to enhance the professionalism of the brand.

Advantages – Disadvantages of online customer care

The need to take care of online customers is certainly something that businesses understand very well. Companies that do well in this process all have a certain position in the market and are highly appreciated by consumers. However, online customer care service will have its advantages and it will also have certain limitations. Therefore, when creating a customer care process for your business, you need to pay special attention to the following factors.

Advantages of online customer care

Cost optimization: Nothing is free, even online customer service is much more economical than in-person customer service. But you will also have to pay expenses such as phone calls to customers or internet costs to connect with customers through websites. MXH, software, chat application. For having to go to the customer meeting place; you will have to spend a lot of expenses such as drinks, gas, private documents, etc.

Tăng hiệu quả, tăng tỷ lệ chuyển đổi khách hàng là những ưu điểm nổi bật của phương pháp chăm sóc khách hàng trực tuyến
Increase efficiency, increase customer conversion rate; These are the outstanding advantages of the online customer care method

Increase efficiency: If you take care of customers at the store; you can only take care of 1-1. But when taking care online, you can take care of many customers at once; not to mention you can submit product information; purchase policy to many customers at the same time quickly.

Increase conversion rate: For customers who shop online, this is one of the ways to increase conversion rates that greatly influence shopping behavior. 

Disadvantages of dealing with customers online

Relationships that are difficult to personalize: This is the essence of online shopping in general and online customer service in particular. Since you don't meet face-to-face, it's much more difficult to personalize the relationship.

Tuy nhiên, phương pháp này cũng tồn tại một số nhược điểm, trong đó chi phí đào tạo chính là nhược điểm lớn nhất
However, this method also has some disadvantages, of which the training cost is the biggest drawback

Cost of training human resources: Training a professional online customer service team will cost a lot of money and time. Because of interacting with customers via the Internet, by phone; often requires a lot of skill and the ability to handle situations quickly.

Ending

Hopefully, the above article will help you get an overview of online customer care. From there, select the appropriate implementation methods. Contact with Becare today if your company is looking for a unit to outsource reputable customer care services.

See more: After-sales customer care process for SME