Zoho Desk Tips & Tricks #01 Het kiezen van de juiste kanalen voor jouw klantenservice

Beste Community leden,

Vandaag geven wij een aantal tips over hoe je het juiste klantenservice kanaal kunt kiezen. Het kan lastig zijn om een keuze te maken tussen: e-mail, live chat, telefonie, social media en webformulieren. Daarom geven wij eerst een aantal tips voor elk kanaal om jou te helpen de beste keuze te maken.

E-mail is een goede manier om informatie uit te wisselen. Echter, voor ingewikkelde en tijdrovende problemen kan het geen goed communicatiemiddel zijn, omdat het onpersoonlijk en traag is.

Live chat is een zeer snelle en directe manier om met klanten te communiceren. Hiermee kunnen eenvoudige problemen onmiddellijk worden opgelost.

Via een telefoongesprek kunnen gebruikers die liever geen online contact willen hebben, toch contact opnemen met jouw bedrijf. Via de telefoon kan je onmiddellijk reageren op ontevreden klanten. Doordat er een persoon is die naar hen luistert, zullen klanten eerder kalmeren dan bij een scherm of een robot. Voor het succes van een callcenter is het echter van belang dat het team goed is opgeleid en de taal van de klant vloeiend spreekt.

Tenzij je ontevreden klanten en de problemen waarmee zij te maken hebben op de voorgrond wilt plaatsen, kan je social media het beste vermijden. Je kan echter wel testimonials en klantenverhalen plaatsen van klanten die tevreden zijn over jouw merk of klantenservice. Als je al een social media pagina hebt, is het beter om problemen daar rechtstreeks op te lossen, in plaats van de klant naar andere kanalen door te verwijzen.

Wanneer de klant een nieuw product ontdekt, of wanneer het probleem dat diegene tegenkomt geen direct contact met jouw bedrijf vereist, moet het mogelijk zijn informatie op jouw website te vinden. Hiervoor zijn FAQ's, een kennisdatabase of community forum een goede oplossing om het aantal tickets te verminderen.

Zorg ervoor dat je jouw klanten goed kent, begrijp hen behoeften en bied ze op basis daarvan het juiste communicatiekanaal voor een succesvolle klantervaring.

Welke communicatiekanalen heb jij ingezet voor jouw bedrijf? Deel jouw ervaring met de Zoho Dutch Community! Heb je verder nog vragen over de communicatiekanalen? Aarzel dan niet om deze te stellen, wij beantwoorden alle vragen met veel plezier.

Met vriendelijke groet,

Team Zoho Nederland

• Topic Participants

• Sukhpreet Singh

• huf-consultancy

  

• Raymond Hewitt - Mobile XL

• Antoine - BrainSolutions, Zoho Premium Partner

  

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