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Customer Experience

How to improve your online customer service for your business

Improve customer service, create lasting impressions and foster customer loyalty with these actionable tips.

As a business owner in today’s digital age, prioritising customer satisfaction to provide the best possible service to your clients often means offering top-notch online customer service. Whether through social media, email, or live chat, providing timely and helpful support to your customers can make a huge difference in their overall experience with your brand. In this article, we’ll explore some key strategies for improving your online customer service and keeping your customers happy and loyal.


Empathy is the ability to understand and share the feelings of another person, and when it comes to customer service, empathy can be a powerful tool to improve the experience of your online customers. It’s important to listen actively and attentively to the customer’s concerns, ask questions to understand their perspective and use language that shows you are trying to see things from their point of view.

When you show empathy, you demonstrate that you care about the customer’s feelings and are willing to go the extra mile to help them. 

The benefits of incorporating empathy into your customer service operations include:

  • Understanding the customer’s perspective: By showing empathy, you can better understand where the customer is coming from and what they are trying to achieve. This can help you tailor your response to their specific needs and concerns, rather than just providing a generic solution.
  • Building trust: When you show empathy, you demonstrate that you are genuinely interested in helping the customer and that you care about their experience. This can help build trust and establish a stronger, more positive relationship with the customer.
  • Reducing customer frustration: When a customer is upset or frustrated, showing empathy can help calm them down and defuse the situation. By acknowledging their feelings and showing understanding, you can help the customer feel heard and valued, which can go a long way in reducing their frustration and improving their experience.
  • Improving customer satisfaction: Customers who feel that their concerns are being heard and addressed are more likely to be satisfied with the service they receive. When you show empathy, you are more likely to resolve the customer’s issue to their satisfaction, which can lead to increased customer satisfaction and loyalty.

Frequently Asked Questions

A Frequently Asked Questions (FAQ) page can be a valuable addition to your business’s online presence. It helps improve your customer service by providing easy access to information that your customers may be seeking.

Many benefits having an FAQ page can bring include:

  • Reduces workload for customer service team: An FAQ page allows customers to find answers to common questions on their own, freeing up your customer service team to focus on more complex or pressing issues.
  • Improves customer satisfaction: Customers appreciate being able to find answers to their questions quickly and easily. An FAQ page helps to ensure that they can do so, improving their overall satisfaction with your business.
  • Increases efficiency: By providing clear and concise answers to common questions, an FAQ page helps to streamline the customer service process, making it easier for customers to get the information they need.
  • Enhances credibility: A well-organised and informative FAQ page shows that your business is proactive and takes customer service seriously. This can help to build trust and credibility with potential and existing customers.

To create a great FAQ page, you need to know the most common questions your customers ask. The quickest way to do this is to ask your customers! You can do this by asking them in a survey or through email. Alternatively, you can scroll through feedback, customer support tickets, and social media comments. The insights can then be used as the basis of a well-crafted FAQ section. A top tip is to organise the FAQ page into categories or sections to make it even easier for customers to find the information they need.

It’s important to keep an FAQ page up to date and relevant by regularly reviewing and updating the information to ensure that it accurately reflects your business’s policies, products, and services.

Social Media and Self-Service

Social media has become a crucial platform for businesses to connect with customers and provide exceptional customer service. A presence on social media can help businesses respond quickly and easily to customer inquiries, complaints, and feedback which helps to build trust and loyalty among customers, as they feel heard and valued. However, the 24/7 life of social media brings the expectation to respond promptly. According to Sprout Social, 76% of consumers expect a same-day response!

Self-service options, such as online FAQs, knowledge bases, and chatbots, can also help improve online customer service. These tools allow customers to find answers to their questions and resolve issues independently, without waiting for a response from customer service which can help improve customer satisfaction.

However, your business must have a clear and consistent online presence to make the most of social media and self-service options, including regularly posting updates and engaging with customers on social media, as well as maintaining up-to-date and accurate information on your website.

Another element is providing a seamless customer experience across all channels, and this means ensuring that your online customer service is consistent with your in-person customer service and that customers can easily switch between channels as needed.

Finally, it’s important to regularly measure and track the effectiveness of your online customer service efforts. This can be done through various metrics, such as response times, customer satisfaction ratings, and social media sentiment. By regularly monitoring these metrics, you can identify areas for improvement and make adjustments as needed.

Building a strong customer service process

With the rise of e-commerce and the increasing reliance on digital channels for customer interactions, it’s important to ensure that your business can effectively communicate with and assist customers through these channels.

One of the key benefits of having a good customer service process is that it allows you to handle customer enquiries and complaints promptly and efficiently. When customers have a problem or concern, they want to be able to get a response as quickly as possible. By having a clear process in place for handling this, you can ensure that your customers feel heard and valued, which can help to build loyalty and trust.

Another benefit is that it can help to reduce the workload on your customer service team if you have one. By clearly outlining the steps to resolve customer issues, you can minimise the time and effort spent on each enquiry, freeing up time to focus on more complex or high-priority problems. 

However, there are a few key things that you should consider as you create your process:

  • Define your customer service goals: Before you start building your process, it is important to have a clear understanding of what you want to achieve with your customer service efforts. Do you want to improve customer satisfaction? Increase customer loyalty? Reduce the volume of customer enquiries? Defining your goals will help to guide the development of your process and ensure that it is aligned with your business objectives.
  • Identify the channels your customers use: If you want to communicate effectively with your customers, you need to know where they prefer to interact with your business. Do they prefer to use email, live chat, or phone? Do they use social media platforms to ask questions or leave feedback? Understanding which channels your customers use will help you develop a customer service process that meets their needs.
  • Establish clear guidelines for handling customer enquiries: It is important to establish clear steps for handling customer enquiries to ensure a consistent approach. This might include things like response times, the types of information that should be provided to customers, and the steps that should be taken to resolve customer issues.
  • Train your team on the customer service process: Once you have established your customer service process, it is important to ensure that your team is fully trained on how to use it. This will help to ensure that they can effectively communicate with and assist customers, and it will also help to build confidence and competence within your team.

By building a solid customer service process, you can improve the online customer service experience that helps build loyalty and trust with your customers. In turn, this can lead to increased customer satisfaction and retention and ultimately help drive business growth.

Define the tone of your support interactions

When interacting with customers online, the tone of your communication can have a significant impact on how customers perceive your business and how they feel about their experience with your company. 

Defining the tone of your support interactions is an important aspect of providing excellent customer service and building strong relationships with your customers. It should be consistent with your brand’s voice and values as this can help reinforce your company’s identity and strengthen customer loyalty. Customers are more likely to feel connected to your business if they feel like your interactions reflect your company’s values and mission

Here are a few ways in which defining the tone of your support interactions can help improve your online customer service:

  • Establishing a friendly and approachable tone can help build trust and rapport with your customers. Customers are more likely to feel comfortable reaching out to your business with questions or concerns if they feel like they are being treated with kindness and respect.
  • A professional and courteous tone can help set the tone for a productive and efficient interaction. Customers are more likely to feel satisfied with their experience if they feel like their issue is being addressed in a timely and effective manner.
  • A tone that is empathetic and understanding can help diffuse difficult situations and turn negative experiences into positive ones. Customers appreciate it when businesses take the time to understand their perspective and do their best to address their concerns.

Key takeaway

Improving your online customer service can have a significant impact on the success of your business. Being responsive, helpful, and proactive can create a positive customer experience and build trust and loyalty. Additionally, using the right tools and techniques can help streamline and optimise your customer service process, saving time and resources while delivering better results. Ultimately, investing in your online customer service is an investment for the long-term growth and sustainability of your business.

About Magic

Magic helps local businesses grow. Thousands of local businesses use Magic to get more online reviews, win new customers, easily manage customer conversations and grow sales. Magic offers these features:

  • Reviews: Get more reviews with automatic review requests for popular review sites like Google, Facebook, Yelp, TrustPilot, and more. Rank high on local search and enhance your visibility on Google. 
  • Inbox: Keep track of customer conversations across channels in one inbox, including SMS, Facebook, Instagram, and Gmail. Manage conversations better as a team and do more with industry specific templates. 
  • Text Marketing: Drive more sales with instant text campaigns and reach your customers at the right moment with automation. Use prebuilt templates to send out text campaigns in minutes. 
  • Webchat: Turn website visitors into customers with SMS powered Webchat. Chat to website visitors directly through SMS so you won’t miss a lead, even when they leave your website. 

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