There is a range of tools that can help you address your users’ needs
These online tools may help you deliver more personalised customer service while reducing costs.
Consider approaches like:
Frequently asked questions and knowledge bases
Real-time online support
How much does online customer service cost?
Simple approaches, like frequently asked questions pages, generally require little ongoing commitment in terms of money and time. More personalised and dynamic services may
require more resources to monitor and respond to enquiries.
Frequently Asked Questions and Knowledge Bases
It can be convenient for both you and your website’s users if you put information resources on your website that allow people to answer common questions themselves.
Providing a simple webpage addressing frequently asked questions (FAQs) can provide users with quick and easy access to information that may solve or address their problem.
Instead of – or as well as – an FAQ page, you may want to provide a more detailed database of information, commonly known as a knowledge base. A knowledge base may help your users learn more
about a broad range of topics.
You may wish to invite users to lodge a service enquiry by email through a simple webmail interface in the support section of
You might like to consider including features like the following:
Drop menus that can provide the user with a choice of pre-written headers, which may save them time if they have a query on a common topic.
An auto-responder that acknowledges the user’s query and lets them know what kind of response they can expect and when they can expect it.
Real-time online support
You might want to equip your support team with the online tools to communicate live with people, whenever they require
To set up real-time online support, some of the options you could consider include providing users with your username for common instant messaging or video
chat applications, or hiring a web developer to integrate these features into your website.
When deciding what kind of real-time online support tools you might offer, if any, it is a good idea to balance the benefits of better meeting the needs of your website users with the
financial and time commitments required to offer that support.
It is important to follow through with any commitments you make about providing real-time support. Even if it is not appropriate for you to offer real-time online support around the
clock, you might consider offering it during business hours or during special events, such as following the launch of a major marketing campaign.