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Customer Support Best Practices for Global Online Shoppers

Posted on 8.18.2016

There are plenty of considerations to be made when deciding to support sales from international customers, but one that can often be overlooked is actual customer service if there is an issue or questions arise pre-, during or after a sale.

Enterprises will want to ensure their customers - regardless of where their interaction stems - are given a high level of service so that they return often and tell their friends. Let's check out some advice from industry professionals on best practices for international customer support to improve lifetime value, get better reviews and close more sales.


Collaborate!

~Elie Auvray, CEO of Jahia 

To meet and exceed customer expectations at digital age speed requires cross-departmental teamwork. Lack of collaboration between marketing and IT departments is still the number one cause of failure, resulting in lack of agility.

Customers expect immediate and personalized answers based on intelligence, and that digital and physical world experiences are seamless.

Our customer, Europcar, recently shared its experience successfully doing this when launching 15 websites in 15 languages in 2 days to deliver a better service for customers. See presentation here.

Additionally, brands need to be transparent about their data privacy practices to build and maintain customer trust.”


Provide Real Time Assistance

~Christina Comben, Content Manager at www.DayTranslations.com 

If you have international clients. You need international employees. Operating a 9 to 5 operation from your offices in California isn’t going to cut it if your client has a problem out of hours in Tokyo. You can’t let an entire working day go by before they can access their account or you can fix a mistake. If your operation is small, that doesn’t have to mean opening international offices. But having remote support staff available around the clock is essential. And if you don’t, you can bet your life your competition will.

Get Everyone on the Same Page

If you have customer service representatives working different shifts, make sure they all know every detail about all your clients. This could be by using a ticketing system, such as Kayako, or a project management system like Slack or Asana. This means that whatever time your client calls, whatever they need, they won’t have to repeat themselves, start from zero, or wait for their dedicated project manager. Time is of the essence and if you can save your clients from wasting theirs, your efforts will pay dividends.


Break the language!

~Daniela Arango, Community Manager at Do It Wiser  

Make sure that those who are in charge of customer service or that have direct contact with clients are fully capable of communicating with them in a fluent manner. This helps avoid misunderstandings and facilitates workflow processes. 


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