Support Members with Communication Tools
Live chat within the platform is another powerful tool for your marketplace. If someone has questions, getting those addressed and alleviating concerns or issues immediately has a drastic impact on a customer’s experience. The customer may go from being frustrated in that moment to being very happy. And whatever caused the frustration should be looked at to prevent it from happening in the future.
For example, there may have been an issue with the user interface, and the user thought they were going to be charged extra, even though they weren’t. Being able to clarify that immediately with someone using a live chat function can be a game changer for their satisfaction and how much they enjoy working with your company.
If chat isn't possible for you or you want to add another option, phone calls are also important for supporting memberships and customer experience. Regardless, you'll want to have a number of different ways users can get in touch with you. Some businesses use social media platforms or messaging apps to talk with customers. Most businesses also have an email address where customers can reach them.
Usually, though, live chat on the platform or private messaging through social media platforms tend to have faster response times than emails or even phone calls, and clients are often more comfortable reaching out using these methods. Whatever communication tools you choose, though, make sure you provide the best experience possible and get back to the customer as soon as possible or within a reasonable amount of time. How well you communicate and how quickly you respond to customer inquiries can make or break a customer's experience.