Customers in Sri Lanka live online. They compare, message, and decide in minutes. That’s why digital age customer service matters. It shapes trust, response time, and loyalty. Today, more than 12.4 million people here use the internet and over 29 million mobile connections are active. This reach raises expectations for fast, friendly help across channels, any time of day. To keep up, brands need clear processes, the right tools, and a human touch. The best part? Small changes deliver quick wins, even for lean teams.
Best practices that work
1) Offer true multichannel support
People switch between phone, WhatsApp, live chat, and email. Meet them where they are. Start with two core channels. Then expand as demand grows. Keep tone, SLAs, and policies consistent. Finally, track channel-wise response and resolution times to see what’s working.
2) Use AI chatbots with a human fallback
AI bots handle common FAQs and handovers. They cut queues and capture details before an agent joins. However, always offer “Talk to a person.” Customers feel safer when they know a human is one tap away. Globally, most consumers already see AI as part of modern service, and many leaders plan to invest more in it. Use it to speed first responses, not to hide your team.
3) Personalise with context
Save names, past issues, and preferences in your CRM. Then, greet people by name. Refer to their last order. Suggest the next helpful step. It’s simple and powerful. Notably, 76% of customers expect personalisation from brands today. Set a rule: anyone who replies must see the full case history.
4) Optimise for mobile first
Most Sri Lankans go online via smartphones. So, make support pages thumb-friendly. Use short forms. Large buttons. Clear “Chat,” “Call,” and “WhatsApp” entry points. Test on slow data connections, too. Faster pages reduce drop-offs and cut repeated contacts.
5) Add self-service that actually helps
Publish bite-sized FAQs, step-by-step how-tos, and short videos. Keep answers short and current. Use customer wording in titles so search finds them. Review top tickets monthly. Then, add or improve articles that remove those contacts.
6) Reply on social media, proactively
People ask pre-purchase questions on Facebook, Instagram, and TikTok. Respond quickly and with care. Move sensitive issues to private chat. Afterwards, post a brief public resolution to show others you acted. This builds credibility and reduces repeated complaints.
7) Close the feedback loop
Ask for a quick CSAT after each case. Read comments weekly. Tag the top three issues. Then, fix the root cause. Tell customers what changed. When people see action, they stick around.
8) Protect data and reassure users
Trust is a service feature. Limit access to personal data, enforce strong passwords, and review admin rights. In messages, avoid sharing full IDs or payment details. Add a short privacy note near forms. When you protect data, you protect your brand.
9) Train little and often
Run short refreshers every two weeks. Rotate topics: tone, de-escalation, product updates, and tool tips. Record quick Loom-style videos for new hires. Short practice beats one big yearly training.
10) Measure what matters
Track first response time, resolution time, one-touch rate, CSAT, and escalation rate. Then, segment by channel. As adoption grows, use Sri Lanka’s digital usage trends as a reminder to keep improving your online experience, not just call support.
Quick wins you can launch this week
- Add WhatsApp as a contact method on key pages. It’s popular locally and speeds replies. (See how ikman enables buyers to message sellers on WhatsApp.)
- Create three “most asked” FAQ articles with screenshots.
- Set a 2-hour SLA for live chat during business hours.
- Add tags for “refund,” “delivery,” and “warranty,” so reports show what to fix.
- Write a friendly de-escalation script agents can personalise.
How ikman features help you deliver great service
- Instant messaging via WhatsApp on listings – Buyers reach you faster; sellers get more qualified leads.
- Boost Ad – When you handle queries well and boost visibility, you earn more quality conversations from serious buyers.
- Clear CTAs – Each ad includes Call, Chat, and WhatsApp options, which reduces friction and shortens decision time.
Digital age customer service is a daily habit, not a single project. When you reply fast, personalise, and protect data, customers notice. Moreover, smart use of AI and self-service keeps queues short and agents free for complex cases. As Sri Lanka’s online audience grows, these habits will set you apart. Ready to turn better service into better results on ikman? Post your Ad today and start more meaningful conversations with real buyers.
FAQ
What’s the fastest way to start improving service next week?
Pick one channel (for example, WhatsApp), set a clear SLA, and add three short FAQs for common issues. Then, measure response time and CSAT to track impact.
How do I keep AI helpful and human?
Let bots answer first with simple, clear steps. Add “Talk to a person” in one tap. Finally, hand over the full context to your agent so customers never repeat themselves.
Which metrics should I report each month?
Report first response time, resolution time, CSAT, one-touch rate, and escalations. Segment by channel to see where to improve first.