6 Basic ways to build customer trust online

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.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO5 hours ago
The pandemic challenged every company's ability to respond to unforeseen events.

Open Access BPO's quick and effective recovery framework enables our programs to stay open 24/7 throughout #COVID19. Here's how.

#WeSpeakYourLanguage #Outsourcing #BusinessContinuity
Open Access BPO
Open Access BPO7 hours ago
China is one of the strongest and most dynamic economies in the world. Look out for these industries to make the most of the business opportunities the Chinese market can offer: https://zcu.io/MCRo

#WeSpeakYourLanguage #Offshoring #Outsourcing
Open Access BPO
Open Access BPO2 days ago
Multilingual #CallCenter Open Access BPO has strategic locations that support high-end infrastructure, redundant resources and a network of dedicated professionals that will help businesses address the unique needs of their target market.

Learn more about our global delivery sites here: https://zcu.io/aLAm

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
Call centers cannot afford data loss. However, circumstances like hardware glitches, #cyber attacks, and natural disasters can lead to this.

How do you protect the lifeline of your #CallCenter in such cases? Find out in this blog: https://zcu.io/bjPx

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
Your customer service defines your business. The first step to ensuring that you do the right thing is to adapt the language that helps you deliver excellent #CustomerSupport: https://zcu.io/JRI2

#WeSpeakYourLanguage #CustServ #CallCenter
Open Access BPO
Open Access BPO1 week ago
Effective communication goes beyond simply using the same language as your consumers. That is why companies outsource their #multilingual #CallCenter: to have the ability to provide the kind of support consumers understand.

Read more on adapting the right language to build customer rapport: https://zcu.io/IMsh

#WeSpeakYourLanguage #CustomerService