6 Basic ways to build customer trust online

OABPO Blog Team Published on September 1, 2014

6 Basic ways to build customer trust online- Open Access BPO-
Building trust among customers is easy when you do it face to face because of the connection you can make through your presence and gestures. It can also be a piece of cake when you use call center support services to form bonds, as the voice and tone of your agents are a great way to convey empathy and care.

Online customer service, however, can be a different story. Assisting people and persuading them to support your brand–using only your written words–can be quite a challenge. Even companies that have aced traditional marketing need to exert effort in building a name and reputation when they take their market engagement activities to the web. Just because their brands have quite a recall and positive impression offline doesn’t mean that they’d automatically earn their online following’s trust.

So how should businesses present themselves on popular platforms like email, live chat, and social media in a way that would make customers confident with the service they receive? Here are some ways:

6 Basic ways to build customer trust online- Open Access BPO- Have a persona

1. Have a persona

You or your representatives should be able to give answers and assistance without making customers feel that they’re merely exchanging words with a faceless corporation.

Give your brand a personality that suits the image that your company upholds outside the Internet. So, if your slogan is something along the lines of “Happy to serve,” then happiness should likewise exude in the manner that you put your assistance into written text.

2. Talk their language

More than just speaking with an identity that is uniquely your brand, you should be able to talk (or at least understand) your market’s tongue. This means more than just offering services in the language that customers natively speak; you should have a good understanding of their communication trends so that you can relate to them or become relatable through your posts.

3. Make your platform easy to navigate

Just like customer service in the real world, communication should be clear and easy. Since hospitality can’t be physically shown, the communication platform should be the one to make customers feel accommodated. How? Through its responsiveness and ease of use. Make sure that the design of your website, FAQ page, mobile app, or messaging software is fully functional and easy to grasp, with important buttons and navigation tools easily accessible.

4. Be prompt

If there’s one thing that mainly brings people to web-based customer service, it’s efficiency and convenience. They want answers not just within the day nor within hours, but preferably within minutes. If processing would take time, you should acknowledge receipt of their query and give an estimate of how long they should wait for a complete solution. Users take their questions to live chat or Twitter if they don’t feel like waiting for a phone representative to become available or if they find phone menus tedious, so answers should be given to them via the web instantly.

6 Basic ways to build customer trust online- Open Access BPO- Respond where you were reached

5. Respond where you were reached

Online customer service needs consistency. If a concern was sent via Facebook, then you should obviously reply through that same social network. If escalations to other channels (the phone, for example) are needed, then give a clear notice about it and regularly update the customer about the progress.

6. Promote testimonials

This should especially be done by organizations that are only on their way to making a name online. Share news about happy customers, successful transactions, and other forms of positive testimonials to prove that your brand is worth doing business with.

As a business in today’s modern age, your engagement platform should improve and not hinder you from pleasing your customers. Regardless of the channel you deliver customer service, it is always key to know your customers well in order to give them what they need.

Join us on facebook
Open Access BPO 20 hours ago
Understanding your consumers' needs enables you to:
• improve the #CustomerExperience;
• earn customer loyalty;
• devise better marketing strategies;
• grow your demographic; and
• increase your revenues.

Here are 5 methods that can help your business have better knowledge of your customers' needs: https://buff.ly/3IWIQPC

----------
Partner only with an outsourcer with the expertise, resources, and manpower your brand needs: https://buff.ly/3PG8V9v

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO 22 hours ago
𝐁𝐫𝐞𝐚𝐤𝐢𝐧𝐠 𝐛𝐚𝐝 𝐧𝐞𝐰𝐬 𝐢𝐬 𝐧𝐞𝐯𝐞𝐫 𝐞𝐚𝐬𝐲, 𝐛𝐮𝐭 𝐢𝐭'𝐬 𝐚 𝐜𝐫𝐮𝐜𝐢𝐚𝐥 𝐬𝐤𝐢𝐥𝐥 𝐟𝐨𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬 𝐭𝐨 𝐦𝐚𝐬𝐭𝐞𝐫.

Our blog post provides you expert tips and strategies to help you handle these situations with empathy and professionalism.

Discover effective strategies and best practices to ensure your communication remains clear, respectful, and compassionate: https://buff.ly/3PzDMVm

----------
Deliver exceptional #CustomerExperience with our services to ensure #CustomerRetention and foster brand loyalty: https://buff.ly/49cyrdm

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#outsourcing #CustomerSatisfaction
Open Access BPO Yesterday
Your team embodies your brand to customers, from representing your values to delivering a top-notch experience.

That's why hiring those who match your brand's promise is a must. Otherwise, their inadequacies will misrepresent you as an unreliable company.

𝐇𝐞𝐫𝐞'𝐬 𝐡𝐨𝐰 𝐫𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐚𝐟𝐟𝐞𝐜𝐭𝐬 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞:
https://buff.ly/3TSCwPJ

----------
Outsourcing with us today and get a team of dedicated experts for your business needs.
We develop programs from the ground up to ensure each process and solution matches with your brand’s needs and deeply addresses your customers' demands.

Contact us today and let our program developers know what your goals are, and we’ll help you get there: https://buff.ly/499VtSb

#WeSpeakYourLanguage
#CustomerSupport #CallCenters
#CX #oustourcing #recruitment
Open Access BPO Yesterday
Unresolved #CustomerService issues cause repeat complaints, which can have severe consequences like:
• customer dissatisfaction;
• loss of sales opportunities;
• increase in #CX expenses; and
• a blow to your brand reputation.

Minimize repeat complaints and elevate #CustomerSatisfaction and loyalty with these invaluable #CustomerExperience tips:
https://buff.ly/4962400

----------
Heighten CX by partnering with the right industry expert: https://buff.ly/3Tx9aoC

#WeSpeakYourLanguage
#CSat #CustomerSupport
Open Access BPO 6 days ago
No matter how popular your brand is, losing customers is something you can't avoid.

But instead of panicking and worrying incessantly when your customers start leaving, face the situation with an open mind and learn: https://buff.ly/490iW8d

----------
Prevent customer churn with our smart #CustomerExperience solutions: https://buff.ly/3TK5Jfl

#WeSpeakYourLanguage
#CustomerSatisfaction #CSat #CX
Open Access BPO 6 days ago
#𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐢𝐬 𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 𝐣𝐮𝐬𝐭 𝐚 𝐧𝐢𝐜𝐞-𝐭𝐨-𝐡𝐚𝐯𝐞; 𝐢𝐭'𝐬 𝐚 𝐦𝐮𝐬𝐭-𝐡𝐚𝐯𝐞.
Happy customers become loyal customers, and they're more likely to spread the good word about your brand.

But if you want to keep your customers happy, you need to avoid these cardinal sins: https://buff.ly/3x8omB6

---------
Let's start building a #CustomerService program that addresses your needs head-on: https://buff.ly/3TLqV4U

#WeSpeakYourLanguage
#CustomerSupport #CX
#CustomerExperience #CSat
Open Access BPO