Today’s online shoppers are more aware than ever before of just how far their voices can reach. Whether it’s negative or positive, all it takes is one tweet, post, or status update to reach the right outlets and it could be being read by hundreds of thousands of people in no time. Because of this, providing excellent customer service has never been so important for e-commerce businesses. Bad customer service could quickly damage your brand’s reputation online, while good service strategies can strengthen your marketing techniques and improve customer retention. Read on for some tools and techniques that you can use to improve e-commerce customer service starting today.
#1. Use a Variety of Channels:
Many e-commerce business owners begin at a loss of how to provide excellent customer service to shoppers that they may never see face to face. But, the good news is that with an increasing number of people turning to shopping online, it’s becoming easier to access channels that are adapted to give them the service that they deserve. For example, social media has become one of the best platforms to interact with and provide service to your customers. Many shoppers tweet brands with a question or problem, and it’s down to you how quickly you get back to them and solve their query. Pair this with telephone, live chat, and e-mail, and you’re set to cover all of your bases.
#2. Promote Instant Communication with a Live Chat Service:
Today’s online customers don’t like to be kept waiting, which is why any reputable e-commerce company will usually provide an option for customers to be responded to immediately. A live chat service provides customers with a way of conversing in the moment, without the added inconvenience of making a phone call or waiting on hold to be put through to the right department. There are several live chat software programs available that you might want to consider, or social media can be a viable alternative. For example, many companies successfully use Facebook messenger to communicate one-on-one with their customers.
#3. Be Ready for Commonly Asked Questions:
E-commerce customers want to be wowed by the brands that they choose, and there are several ways to do this that may be simpler than you realize. For example, helpdesk software gives customers a self-service option that can speed up the process of resolving a problem. Providing an online helpdesk where customers can go to find answers to the most commonly asked questions can also be useful to both your business and shoppers. Not only will it ensure that customers get the answers that they need in a timely manner, it will also mean that you spend less time answering questions leaving you with more to spend on marketing, driving sales, and building relationships with your customers.
Providing the best level of service to e-commerce customers can be tricky when you never meet them face to face. By using a range of different channels, pre-empting the most commonly asked questions and providing customers with a way to get in touch instantly, you can build a great reputation with online shoppers.
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