There are many things that customers look for when it comes to online customer support. The following are some of the bad things done by some poor customer support service providers;
If you are unable to provide your customers the services they are seeking in a quick and efficient manner then your service is definitely not good but poor. Customers are usually not very patient especially knowing that they have just spent some money on a certain product. So it will be very boring for a customer to wait for a long period trying to get a response from you.
If your online customer support service does not allow customers to get connected to other customers that are buying your products then your customer support service is not good at all. Allowing your customers to be connected ensures that customers interact with each other and provide some essential information that your team might not have had knowledge about. In order to do this it would be ideal to have a blog where your customers can interact and this will certainly make your customer support service better.
If your online customer support service team has done very little research on the products that your company is selling then your customer support will be very poor. This will mean that each time customers inquire on a product you will provide very little information on it, thus making customers doubt the authenticity of your products. So a good online customer support service team will carry out research on products and know the pros and cons of all products thus providing accurate information to customers.
There are certain things that need not be said by any online customer support service personnel. For instance statements like ‘you are the first to complain about our products’, ‘if you are not satisfied please return our products’, ‘we are very busy call us later’, if your customer support team says any one of these statements then your service is very poor.
If your online customer support service does not have a provision for customer follow-ups then your service is not good. Customer follow-ups are good in that they let the customers know you are not just interested in their money but you also care for their needs.
So if your online customer support service does any of the things that are considered bad or poor here then you definitely have the worst online customer support service.
Amazon.com Customer Support has made significant improvements in the last couple of years. Their service phone number is available on their website, and it is possible to have a chat or talk personally to a member of the customer support team. Maybe the path to finding the number is a bit complicated, it should be made easier, so that people in time of trouble can access the number easily. They also have a toll free number for automated assistance, and a separate calling code for international customers.
Several customers have complained about the hassle of calling Amazon.com Customer Service. They have explained it as a frustrating and harrowing experience for the customer. The customer support team is not friendly and is often not in a position to answer any queries.
First of all, the customer service is not on the “Help” or “Contact Us” page of the website. The customer obviously looks for the contact number and wants to contact the company only if he has experienced a problem, but the search for the number itself consumes a lot of time. When he finds the number and manages to establish contact, he is put on hold for a long time again. By the time the representative answers the call, the customer is frustrated and angry just by the process.
Unfortunately the members of the customer support team of Amazon.com are not true representatives of the company as they are not members of the management and cannot take any decisions. Since the representative cannot answer many of the questions put forward by the customers, he feels miserable and frustrated too. Eventually, after emailing and calling again and again, the problem gets solved, but it is time-consuming and frustrating.
Now the situation has improved because it is possible to reach Amazon Customer Service directly via phone or e-mail if you click the “Contact Us” button. Also, if the customer wishes to contact the Customer Support team via phone, it is better for him to sign into Amazon.com, so that the customer’s account information is ready when called back. He then chooses the “Phone” tab on the contact screen and clicks “Call me”. As soon as the customer enters his phone number, it is registered and Customer Service calls back within a span of 15 minutes.
There are some self-service tools available on the website and the customer is free to explore Help topics or Help search to find topics by keyword.