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How can you manage customer expectations on online platforms?

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Managing customer expectations is a crucial skill for any customer service professional, especially on online platforms where communication can be challenging and impersonal. Customers expect fast, accurate, and friendly service, and if you fail to meet their expectations, you risk losing their trust and loyalty. In this article, we will share some tips on how to manage customer expectations on online platforms and deliver a positive customer experience.

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Israel Contreras Ojeda

Shaping Outstanding Customer Experiences and Creating Lasting Bonds | Head of Customer Experience | Ecommerce and SaaS…
Tim Thijsse

CX Consultant | AI Fan | Elevate your customer experience and insights

1 Know your customers

The first step to managing customer expectations is to know who your customers are, what they need, and what they value. You can use various tools and methods to collect and analyze customer data, such as surveys, feedback forms, social media, analytics, and CRM systems. By understanding your customers' preferences, behaviors, and pain points, you can tailor your service to their needs and expectations.

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Tim Thijsse

CX Consultant | AI Fan | Elevate your customer experience and insights
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One of the best ways to aid a customer is offer a channel best fit for her or him. Before having contact you might want to make an inventory of the 'time-to-contact' per channel. In my experience, the best way to prefend frustration is to give a clear and actual representation of the wait-times per channel on your platform. Customers might choose a different channel depending on the wait-times or topic of their issue.

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Evelyn Mateo Robayo

Customer Success Specialist - Former Coffee Trader
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I would say know your customer just as well as you know your your product and brand! When working with 360 CRM systems, make sure you to take a few minutes to read through the case! Nothing frustrates a customer more than having to repeat himself/herself to every agent he/she interacts with. Identify his/her pain point, have a solution at hand and communicate it clearly and concisely.

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2 Set clear and realistic expectations

The second step to managing customer expectations is to set clear and realistic expectations from the start. You can do this by providing accurate and consistent information about your products, services, policies, and processes on your website, emails, chat, and other channels. You should also communicate the expected time frame, cost, and outcome of your service, and avoid making promises that you cannot keep. By setting clear and realistic expectations, you can avoid confusion, frustration, and disappointment for your customers.

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Israel Contreras Ojeda

Shaping Outstanding Customer Experiences and Creating Lasting Bonds | Head of Customer Experience | Ecommerce and SaaS Director | ?? X7 LinkedIn Community Top Voice
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It is important to be able to manage customer expectations on online platforms. This is because customers have a lot of information at their fingertips, and they expect to be able to get what they need quickly and easily. One of the best ways to manage customer expectations is to set clear and realistic expectations from the start. This means providing accurate and consistent information about your products, services, policies, and processes on your website, emails, chat, and other channels. By setting clear and realistic expectations, you can help to avoid disappointment and frustration for your customers. You can also help to build trust and credibility, which can lead to increased customer satisfaction and loyalty.

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3 Communicate effectively and proactively

The third step to managing customer expectations is to communicate effectively and proactively with your customers. You should use clear, concise, and polite language, and avoid jargon, slang, and abbreviations. You should also use positive and empathetic tone, and acknowledge your customers' feelings and concerns. Moreover, you should communicate proactively with your customers, and keep them informed of any updates, changes, or issues that may affect your service. By communicating effectively and proactively, you can build rapport, trust, and satisfaction with your customers.

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Kevin Kirchner

COO - Customer Care - Consultor Financeiro - Gestor de Equipes
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Provide accurate and detailed product/service information. Clearly communicate shipping and delivery times. Be transparent about any potential delays or issues.

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4 Deliver on your promises and exceed expectations

The fourth step to managing customer expectations is to deliver on your promises and exceed expectations. You should follow through on your commitments, and ensure that you deliver your service on time, on budget, and on quality. You should also look for opportunities to go the extra mile, and surprise and delight your customers with something extra, such as a discount, a freebie, a referral, or a thank you note. By delivering on your promises and exceeding expectations, you can create loyal and happy customers who will recommend your service to others.

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Evelyn Mateo Robayo

Customer Success Specialist - Former Coffee Trader
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Customer service is all about the experience! In times where the norm is to be late even for a call back, be the rep who calls in a timely fashion way! Consider each interaction unique and offer not only your empathy but go the extra mile to demonstrate you value your customer with actions. I got the opportunity to assist a visually impaired customer and I was truly committed to get her issue resolved! Fulfilling my promises to her like calling back when I said I would, went a long way! It’s in the little details where you get a chance to change a 1 star review to a 5 star ?? Engage with the consumer and create loyalty to the brand using the experience you’ve delivered!

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5 Ask for feedback and act on it

The fifth step to managing customer expectations is to ask for feedback and act on it. You should encourage your customers to share their opinions, suggestions, and complaints about your service, and provide them with easy and convenient ways to do so, such as online reviews, ratings, testimonials, or surveys. You should also listen to your customers' feedback, and thank them for their input. Moreover, you should act on your customers' feedback, and use it to improve your service, resolve issues, and address concerns. By asking for feedback and acting on it, you can show your customers that you value their voice and care about their satisfaction.

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6 Learn and improve continuously

The sixth and final step to managing customer expectations is to learn and improve continuously. You should monitor and measure your customer service performance, and use various metrics and indicators, such as customer satisfaction, retention, loyalty, and advocacy. You should also identify and analyze your strengths and weaknesses, and look for areas of improvement and innovation. Furthermore, you should keep up with the latest trends and best practices in customer service, and adapt your service to the changing needs and expectations of your customers. By learning and improving continuously, you can stay ahead of the competition and deliver a superior customer experience.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you manage customer expectations on online platforms?

1

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3

4

5

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1 Know your customers

2 Set clear and realistic expectations

3 Communicate effectively and proactively

4 Deliver on your promises and exceed expectations

5 Ask for feedback and act on it

6 Learn and improve continuously

7 Here’s what else to consider

Customer Service

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How can you manage customer expectations on online platforms?

1

2

3

4

5

6

7

1 Know your customers

2 Set clear and realistic expectations

3 Communicate effectively and proactively

4 Deliver on your promises and exceed expectations

5 Ask for feedback and act on it

6 Learn and improve continuously

7 Here’s what else to consider

Customer Service

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