online customer service done right

Online Customer Experience Done Right – 3 Awesome Examples


Great digital customer experience is an essential aspect of any brand when dealing with converting first-time shoppers into long-term fans.

When digital customer experience is handled excellently, client loyalty is built to the company in question. Live chat is critical for setting the groundwork for a good digital customer experience and good customer satisfaction. In this article, we have compiled three major points to focus on when building a positive customer impression;

1. Quick response times

2. Thoughtful/helpful answers

3. Low effort (access to many digital channels, not stuck in a chatbot)

Read on and let this article take you through these smart ways to do it right.

What is a digital customer experience?

In this article, we’ll take the first things first — what CX means and the different ways to exploit its online and offline resources to boost your customer journeys and experience across all channels. Consumer experience is a top corporate priority for all business professionals. It’s described as the experiences and interaction your Now Customers have with your business during the entire customer journey, from the primary connection to becoming a happy and loyal customer. Customers expect only one thing: satisfaction, free of stress. A positive customer experience lets you retain consumers, encourages company advocacy, and promotes loyalty.

What about DCX? The digital customer experience (DCX) is connected to the all-encompassing customer experience (CX), which incorporates in-store and other intercommunication in the real world. If CX is about exhibiting empathy, establishing trust, and human connection, meeting buyer expectations, enhancing customer lifetime value, and other things. DCX is the virtual expression of these efforts.

Digital Customer Experience DCX solutions are the result of a “digital transformation” that forces companies to change from old business ways to smart business models.

Many companies today have adopted numerous best practices to make sure of consistency in the user experience.

When digital customer experience is done right, there are chances of increased brand loyalty with greater customer satisfaction which is good for the company name. At this time where customer experiences via CX hold importance, a business expert must learn to adapt and keep up with competitors with a positive customer experience strategy as well as excellent marketing strategies.

Quick Response Times Tend To Keep Customers On Your Site Longer

Quick response times keep customers on your site longer and drive more revenue for your business.

Business owners know full well that many ecommerce companies offer the same product or service as their brand, and client engagement can be the defining point for the average online clients.

 The customer experience team of any brand should be able to resolve queries and give the customer feedback in 30 seconds or less.

 In a survey conducted by Simplr, more than eighty per cent of customers gave a rating of “Very Good”, to companies whose CX experience team responded in less than 30 seconds.

 Meanwhile, a rating of “Poor”, or “Satisfactory” was given to teams whose customer service teams responded late. Late in this sense is five minutes and above.

What is the average first response time (FRT)?

The average first response time is one of the most essential client service reports for determining how well you are running. It considers not only a single response for a single client, but also the overall response time for the entire unit.

Reducing response times and delivering helpful and accurate information to the consumers is the secret to client service excellence! Make lowering your average FRT a focus for your brand.

What Happens When You Fail To Respond Quickly To A Customer’s Inquiry?

1. Customers could leave your site and visit your competitor’s to obtain the same service.
2. Some customers who are impatient could cancel an order, resulting in a loss for company.

 That is the negative aspect of slow digital customer experience. How about what happens when you respond fast?

 1. The client has less time to leave your site to that of a competitor, where there may be quicker.

 2. Customers are impressed by quick responses when they lodge a complaint. The speedy interaction between both parties can help forge brand loyalty, and increase referrals via word of mouth.

 Prompt resolution of a complaint made by a client is one way of keeping customers from leaving your page. In fact, things are better when there is a more human, and empathetic feel to it.

Thoughtful/Helpful Answers

Building strong relationships with clients is the secret to delivering outstanding customer support. Thanking the consumer and fostering a constructive, helpful, and welcoming atmosphere would guarantee that they leave with a positive experience. A pleased consumer will visit regularly and will more likely to invest more money.

Thoughtful and helpful answers make for a great experience and help create an almost life-like connection, even though offline. Customers appreciate problem-solving, with a little bit more information.

 Focus on the solution

Once you’ve listened and apologised and taken accountability for the customer’s complaint, you should give your side of the story—not an excuse, but a clarification. A customer’s confusion or lack of knowledge may have led to his complaint, and learning more about your company’s motives may help him calm down.

If you can afford it, give the customer a financial incentive for a future purchase. If a restaurant settles a complaint by reducing the bill, the customer still might leave with a negative impression of the service. Offering a gift card entices the consumer to return for another—hopefully, more positive—experience with your business.

6 Pointers for Writing Satisfying Customer Service Response for awesome digital customer experience

1. Choose a tone

To establish confidence and meet consumer desires, one must learn how to adapt the vocabulary and writing mannerisms used by customers while responding in writing to create outstanding digital customer experiences.

Choosing the appropriate tone is an important move for any customer service representative. It not only influences the subsequent interaction, but it also shapes the perception that the business gives them.

2. Don’t be a robot, be human.

Customers must be certain that they are dealing with a live person and that their complaints are heard and can be overcome. Empathize with the emotions of a client. The most important thing you should do when composing a customer response is to explain that you appreciate how he or she feels the way he or she does and why they have every right to feel that way.

Share a short story: This is not the place to explore your personal experience. It is important to empathize with the root of the customer’s irritation. For instance, “I understand how difficult it is to wait for a shipment; if I were you, I would feel exactly the same way,” and so on. Make it your own. Greet your customers by name, thank them for their questions, and promise them that you’ll do your best to fix their issues as quickly as possible.

Avoid Cliches: The way you finish your letter is also crucial. Adding your name and even a photo would be incredibly helpful – for example, “Warm regards, Calvin Dodson.” It is preferable to prevent expressions such as “We admire your patience;” “Thank you for being a good client of ours;” “Your request has been received;” “Your letter is very important to us,” as these words make you sound robotic and can irritate your clients.

3. Use positive phrases

The phrases you use in your text are really important. Those terms are considered to highlight your empathy and make the message more trustworthy.

For example:

  • Feel
  • Definitely
  • Completely
  • Fantastic
  • Absolutely
  • Interesting
  • Generous
  • Exciting
  • Impressive
  • Friendly

This is an example of a great email response from Parachute home. It’s from a 2020 mystery shop Simplr conducted on over 800 eCommerce brands, take note of the excellent tone and word combinations. This is what an excellent email response looks like.

Hi Elle, Thanks for reaching out and your interest in our linen sheeting! The reviews of our Linen are pretty consistent that they are fabulous! Our Linen sheeting is one of our most popular products. | myself have used our Linen Duvet Covers for 3 years, They are great and keep getting better with time! | have also attached a few reviews from verified customers. So reacts comfy “We love our white linen Parachute bedding. It’s super comfy and washes well. We’ve used other linen bedding in the past and Parachute is the best by far. Great quality for the Cea price.” Incredible “Best sheets we’ve ever had. Cool in the hot weather, warm in the cold weather and they get softer every time we wash them, how is that possible?” Please let me know if | can answer any other questions! Steph G. CX Support Favorite Product: Waffle Robe

Low effort (access to many digital channels, not stuck in a chatbot)

While the medium has evolved, the basic trend has not: customer service is all about addressing problems for customers. Today, the distinction is that organizations must be present in all new platforms in order to effectively enhance their online customer experience. Online customer care has grown into a marketing channel in itself.

Initially, the table of contents of client service involved working with customers in person. Texting, website chat boxes, answering several phone lines, email address website user interface, sales presentations, getting on social media, listings, the list is endless. Good customer support is built around a number of separate pillars.

To fulfill the demands of customers, you must be accessible at various touchpoints and contact networks. When you digitize customer relations, you will discover that a customer who approached you on social media may later need to interact with you via video call.

As agents switch between various networks and touch-points in this manner, they can miss the sense of the conversation.

When you combine conversations in a common consumer engagement channel, you will interpret the whole interaction as a single entity, allowing you to deliver a reliably meaningful experience to the end-user and ultimately improve customer experience.

Check out the awesome result Parachute home acquired from quick and apt responses to customer messages.

Impact of bad customer experiences

If a great customer experience is built on keeping all transactions and touchpoints with ecommerce companies easy, fun, and smooth, then a poor customer experience is the polar opposite.

Per year, poor digital experiences cost more than $62 billion. Meanwhile, according to another survey, 91% of disappointed customers abandon a brand without complaining.

Some of the most important reasons for poor digital experiences include:

  • Difficult purchasing processes
  • Compromising a customer’s personal security
  • Waiting too long on hold
  • Ignoring the Client’s feedback
  • Negative experiences with customer support

Optimize the customer journey

It is important to remember the whole customer data trajectory while delivering a fantastic customer experience.

According to a McKinsey study, consumer digital experience is slightly more closely associated with market results than touchpoints.

This necessitates detailed comprehension of the end-to-end consumer experience and how experiences at each level are received. From your email marketing and Cx strategy to their real time shopping cart experience and delivery points, good customer experience matters and it cannot be overemphasized.

Focusing on a customer’s journey and finding challenges inside it opens up new doors for delivering better customer experience management. This also allows the team to come up with new ways to minimize stress, strengthen customer relationships, and expand.

In terms of success, a customer journey is “30% to 40% more strongly associated with customer loyalty than performance on touchpoints—and 20% to 30% more strongly correlated with market outcomes.”


Customer expectations are higher than ever, and word of mouth travels quickly!

And as customers gain more control, the value of the customer experience grows.

Customer experience is an environment that demands continuous nurturing and consideration, and by relying more on great customer experience management, organisations can see an improvement in customer satisfaction, retention, and sales growth.