6 Easy Ways to Offer Incredible Customer Service For eCommerce
In the recent time, eCommerce industry has gained huge popularity in the market as most of the businessmen are looking forward for turning their brick-and-mortar store into an online store where they can sell a comprehensive range of products and services.
We all know that eCommerce is one such industry where exceptional customer service plays a crucial role to make one’s business successful. No matter whether you are running a big or small online store, it is must to deliver an outstanding quality customer service so that your customers feel wow! and become your potential customers.
Lots of visitors may be wary of purchasing from you if you are a smaller eCommerce company. However, it is your job as an eCommerce company that you help your customers to overcome their problems and queries.
Today, we are going to discuss on how to provide an exceptional yet best customer’s service to your eCommerce customers so that they become your potential customers and visit your website again and again:
1. Provide Multi-Channel Support
Today, when it comes to multi-channel support, it doesn’t mean snail mail or fax machines as support channels. But a multi-channel support comprises some combination of traditional phone, live chat support and email along with social media and self-service offerings.
Now, you can find a lot of customers, who are regularly making use of more than one channel support. In reality, 9 out of 10 customers are expecting to receive a consistent experience over multiple customer contact channels.
We all know that customer service is not a one size fits all as different people prefer different methods of support.
So, you should provide a multi-channel support to your customers by learning the major benefits of a multi-channel strategy and determining that which channels your customers will prefer more. Ensure that you always make the most of your multi-channel support.
2. Listen to Your Customers on Social Media
A great yet effective way of using social media as well as customer service is to listen to your customers and their problems. You should treat every single piece of information as a gift as that’s just what it is. From the people, who matters a lot like your precious customers, you are getting valuable imminent straight.
However, lots of eCommerce companies think that why it is important to listen to customers on social media? Well, the answer is simple – customers are longing human interaction and they are basing their purchasing decisions that companies care about their customers.
Currently, more than 78% of customers believe that social media will be the next tier of customer service. Moreover, 46% of online customers are expecting brads to offer customer service on Facebook and 88% of customers are less probable to purchase from companies, who leave social media complaints unanswered.
3. Track All Customers’ Interaction
It is highly important for all the eCommerce businesses to track customer interactions so that they can provide timely answers and services. If you are running an eCommerce business and wanted to deliver an outstanding quality customer service to your customers, you should track customer interactions regularly like call capturing, logging, analyzing and escalating.
By tracking all customer interactions, you can reduce wasted time for both your agents as well as customers. Moreover, it also eradicates confusion for your support agents as customers interact with a company through multiple channels. However, it will also expand good relationships with your company.
4. Make Sure to Have a Support Center for Customers
No matter whether you are running a small and big eCommerce business, it is must for you to have a support center for your customers so that you can respond quickly to your customers’ queries and problems.
You can also promote long-lasting relationships of trust with the support center and also resolve any query that your customers may have.
You know that approximately 90% of customers prefer to visit a company’s website before calling or emailing, so creating a support center for customers to self-serve.
5. Provide Online Chat
You know that online chat plays a very significant role in delivering completely best customer service to your customers. As with online chat system, customers can get quick access to help. Here, the wait time is much less as compare to a call center, so most of the customers prefer to have live chat discussion over products and services.
Live chat is a completely great tool for serving your customers as it can lead to happier customers and boost conversions. According to reports, more than 77% of customers agreed that online chat absolutely influenced their attitude about the retailer.
6. Give a Wow & Incredible Experience
Last, but not least is you should provide your customers a wow and incredible experience as it really encompasses various things. To give wow experience to your customers, it is must you do something that’s above and beyond what’s expected. You always have to serve your customers beyond their expectations as it can surprise them and make them happy.
Moreover, you ensure that whatever you do it must have an emotional impact on the receiver. You should not consider yourself an average company, so your service is also not average. Here, we always wanted to look our customers happy and pleasant. We always try to make them feel wow by delivering quality services.
So, these are some simple ways to provide a better customer service to your eCommerce customers by which they can get a pleasant experience that they will never forget. Moreover, if you are looking to get more information on eCommerce and its related solution, keep visiting our blog as here we cover top stories of eCommerce.