9 Ways to Improve Customer Service in Digital Businesses

Credit: Style My Soul, www.stylemysoul.com | Digital Businesses; Customer Service

In the digital realm, enhancing customer service can be a game-changer for business growth. We gathered insights from CEOs and Founders, focusing on the most innovative strategies. From hosting virtual customer engagement events to implementing a real-time feedback loop, explore these surprisingly effective ways these experts recommend to elevate your digital customer service.

Host Virtual Customer Engagement Events
Your biggest advantage in being a digital business is that you have a multitude of digital tools and platforms at your disposal. This is why I feel it’s valuable to host virtual events, webinars, or workshops to educate and engage your current and potential customers on topics relevant to your products or industry. These events can provide valuable insights, foster community interaction, and strengthen relationships with customers. When you aren’t in a brick-and-mortar business, this human connection is tough. This is why virtual events and live interactions can help you to bring that element of face-to-face interaction which strengthens your connection with your online community. This can improve customer service by improving your brand awareness, and simply being more of a personality than just a business. This increases trust with your customers and in turn can lead to continued loyalty. - Christian Ofori-Boateng, CEO, ChristianSteven

Streamline Customer Service Routing
Having a less organized and hierarchical customer service routing can sometimes be more effective. For some of our customers, especially the largest ones, we’ve noticed that the more direct the line is between an upset customer and support, the better the satisfaction KPIs. When customers are forced to navigate lengthy questionnaires or engage with an AI chatbot through multiple interactions before reaching the right person, we often lose them along the way, resulting in frustration and negative reviews. Simply put, shortening the process leads to happier consumers.
- Adam Heurtault, Owner, Holyfins.com, E-Commerce-Support.com

Introduce an AI-Driven Chatbot
One unexpectedly effective way we’ve improved customer service in our digital transformation at MBC Group was by introducing AiDen, our AI-driven chatbot, designed to redefine customer interactions. This chatbot has been a game-changer in dealing with the volume of inquiries we receive. AiDen handles basic queries, which allows our human customer service team to focus on more complex issues, enhancing overall efficiency and customer satisfaction. For example, after implementation, we observed a 30% decrease in average response time, directly impacting customer satisfaction positively. From my experience, the key to success with chatbots lies in continuous learning and improvement. We closely monitor interactions to identify any gaps in AiDen’s responses and regularly train it on new data. This approach ensures that our bot evolves with our customers’ needs, maintaining a high level of relevance and usefulness. Deploying AiDen also allowed us to collect and analyze vast amounts of data on customer inquiries and behavior. This insight helped us to proactively address common issues and refine our digital marketing strategies, making them more targeted and effective. For other businesses looking to enhance their digital customer service, it’s crucial to choose a solution that not only solves immediate needs but also offers insights and learnings that can drive broader business improvements.  - Matthew Montez, Founder, The MBC Group

Personalize Post-Service Follow-Up
In my tenure spearheading digital marketing strategies focused on local SEO, reputation management, and paid advertising, I discovered the profound impact of personalizing the customer service experience through strategic follow-up communications. After resolving a customer service issue or completing a transaction, sending a personalized follow-up message or email can significantly reinforce customer satisfaction and loyalty. For example, at SEM by Design, we collaborated with a local bakery that was aiming to enhance its digital presence and customer satisfaction. After implementing a system where customers received personalized thank-you emails after making a purchase, combined with invitations to rate their experience, we observed a marked improvement in both repeat business and online reviews. This simple yet effective strategy elevated the bakery’s reputation and bolstered its local SEO, as positive reviews began accumulating on platforms like Google and Yelp.

Moreover, embedding a small section in these communications for feedback or suggestions on how the experience could be improved turns a normal transaction into a meaningful interaction. This approach not only demonstrates to customers that their opinions are valued but also provides invaluable insights that can guide future improvements in products, services, and customer interaction strategies. Emphasizing these personalized touches in the digital realm can transform the customer service narrative from a reactive protocol to a proactive, engaging experience. - Steven Morse, Owner, SEM by Design

Incorporate Empathy in Digital Interactions
One surprisingly effective method I’ve found for improving customer service in a digital business is empathy. Surprising as it sounds for the digital world, it can be particularly important and incredibly powerful. Empathy can greatly improve customer service in a digital business where interactions are often impersonal and lack human connection. Customers are usually left feeling more like ticket numbers rather than valued individuals. By genuinely listening to their struggles, acknowledging their frustrations, and showing you care, you can transform a potentially negative experience into a positive one. It’s about making them feel heard and understood, even through a screen. Whether it is through emails, chatbots, or social media platforms, business owners and employees need to put themselves in the customer’s shoes and respond with compassion. In the end, empathy helps build trust and loyalty with customers as they feel valued and heard by the company.
- Leah Woofenden, Owner, Imagine Designs

Build a Strong Customer Community
One particularly impactful strategy we’ve implemented at First Pier to improve customer service in a digital business is the investment in building a strong community around the brand. This approach has proven to extend beyond traditional customer service channels to create a more inclusive and supportive environment for customers. For instance, we guided an apparel brand in setting up a dedicated Facebook group for their customers, which became a space for users to share experiences, offer tips, and provide feedback directly to the brand. This move not only gave customers a sense of belonging and investment in the brand but also allowed for real-time, organic insight into customer needs and concerns. The brand saw an increase in customer loyalty and a significant decrease in the volume of formal customer service inquiries, as many questions were answered within the community itself. In terms of adding value beyond conventional customer service, these community spaces also facilitated exclusive previews of up-and-coming products and a platform for beta testing with highly engaged customers. The result was a win-win: customers felt valued and heard, and the company was able to leverage this direct line of feedback to refine products and services continually. This strategy underscores the power of treating customer service not just as problem-solving, but as community building — enhancing both brand perception and customer satisfaction. - Steve Pogson, Founder, First Pier

Train in Emotional Intelligence
When operating a digital business, it can sometimes be a little more challenging to ensure there is an emotional component to your customer service. Although it’s important to keep a level head, it’s just as important to ensure you are able to empathize with your customers to ensure a positive experience. This is why I think a more unique approach to handling customer service in a digital business is to provide training to customer service agents on emotional intelligence and empathy to better understand and connect with customers on a human level. Teach agents how to recognize and manage emotions, listen actively, and respond empathetically to customer concerns. And if you are the only customer service representative, then being sure to educate yourself on emotional intelligence and empathy is helpful!
- Danielle Hu, Founder & Online Business Coach, The Wanderlover

Communicate Proactively with Clients
One fantastic way to make the best of customer services in a digital business is by making it a habit to communicate actively with clients. Proactiveness can save time, money, and effort. However, being proactive with customers means that you should be aware of their needs and concerns and be quick to reach out to them before they even have to ask. This can come in many ways, like sending personalized emails or invitations regarding shipping updates, providing proactive chat support on your website, or even using social media platforms to address regularly raised questions and messages with appropriate information. Such proactive communication is concrete proof of your care for customer experience and creates a positive association with your company among your potential customers. - Adrian Pereira, Co-Founder, Eco Pea Co.

Implement a Real-Time Feedback Loop
One surprisingly effective method we’ve employed at Yijin Hardware is implementing a feedback loop where customers can easily share their experiences directly after service interactions. This immediate feedback allows us to address any issues in real time and continuously refine our approach. Moreover, it signals to customers that their opinions are valued and taken seriously, fostering a stronger relationship and trust in our digital platform. This approach has led to noticeable improvements in customer satisfaction and loyalty. - Gavin Yi, CEO, Yijin Hardware