More consumers now shop online, whether from a mobile device or a computer. As they continue to frequent online stores, e-commerce retailers have to develop a compelling customer strategy to leave them wanting to shop more. Instead of doing the standard reactive customer service practices – waiting for customers to reach out – e-commerce businesses must take a more proactive approach to keep their customers at arm’s length and veer them away from their competitors.
How well a business provides customer support can be a key factor in creating a good brand reputation. A company’s goal is to have not just the best customer service, but to be legendary – as to how Sam Walton, Walmart founder, would like to describe how e-commerce customer service must be done. But in what ways can an e-commerce business reinforce its customer service?
Here are six ways businesses can do to improve their e-commerce customer support services:
Launching a Mobile-Friendly Interface
Shoppers today have access to the internet wherever they go, which means they can make any transactions anytime. With this in mind, secure a mobile-ready platform where you can strategically present the information and product descriptions on your website. On top of that, it must be suitable for all screen sizes to be convenient for online chat windows and virtual assistants (VA).
Furthermore, make sure that customers are not forced to phone in a request or call to raise questions because your site is down or inaccessible on mobile phones. Every mobile site must incorporate a click-to-call feature. When shoppers click on a link, they should be directed to a live customer service representative who can help address their concerns.
Maximize Social Media as a Medium for Customer Service
Customers are turning to social media platforms for customer services because it is quick and efficient. Shopping in this era has not only transitioned online; it has become social too. Although, it is not enough to create social media accounts to send marketing messages randomly. As a retailer, it is imperative that you listen actively as well.
Hire at least one customer support representative that will be assigned to respond and monitor issues, complaints, and reviews posted on your company’s social media accounts. Maximize social media as a channel to directly engage with your customers and develop a good reputation to reinforce your brand.
Use Email and Text (SMS) Push Notifications
Companies can now automatically send email or text notifications to customers when orders have been shipped or back-ordered. Instead of reaching customers through a home phone to confirm a purchase and cancel or create changes, service businesses can now directly text the customer’s mobile phone number. This way, an e-commerce retailer can have an easy access to its loyal consumers.
Ask for Feedback
For an e-commerce business to grow, it has to keep inviting and asking its customers to give some feedback. Whether it concerns the purchasing process, site accessibility, customer service, etc. To truly offer an excellent customer experience, knowing what they think and feel about your business and services is of the utmost importance. Asking for feedback can help you improve and create some changes in your business.
Online shopping has trained customers to transact without the need for any help. They have now grown accustomed to this process and choose to assist themselves when possible. To make it easy for them, make the instructions simple and concise for your customers by providing guided navigation, accurate Frequently Asked Questions (FAQ), and virtual assistants. Your FAQs should be accurate and brief answers to the inquiries your customer service team hear more often.
Also, include information that newcomers can use, including payment options, shipping procedures, and return policy. Make sure to provide the details about receiving track information and how they can track their parcels. Presenting the answers to commonly asked questions of your customers reduces overhead costs and the number of inbound support inquiries.
Complete Customer Service Integration
Your e-commerce customer service needs to integrate phone support efficiently. Ensure that open tickets are available to VAs, chat representatives, and phone support staff. The customer service representative should fully view the customer’s transaction and overall account, whether the customer connects through emails, phones, or online chat. Creating an omnichannel experience for your customers does not just increase sales but also relevant to customer support.
So, investing in customer support increases your reputation because loyal shoppers will bridge you to new customers, free of charge, by inviting prospects to interact or try your product. Customers’ positive reviews will be more effective than any marketing strategies available – and cost-effective, too. If a shopper has a positive experience with your brand, there’s no reason for them to shop elsewhere.
The world may have gone digital, but the importance of customer support has remained. Creating excellent customer service for your e-commerce business is about maximizing the right technology and human interactions to provide a personal relationship to online customers. By giving them a rich self-service experience, supporting online chats, click-to-dial, and the aid of virtual assistance, you show your customers that you care about giving them a quality customer experience.
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