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Best e-Commerce Customers Services Practices

Customer service is the most important aspect to any business no matter the industry. However, this is especially true for ecommerce businesses. Your brands customer service experience can make or break your business. In fact,recent studies have conducted by American Express found that:

  • 50% of online consumers have abandoned a purchase due to a poor customer service experience
  • 56% of customers will never return to your company again after experiencing any form of poor customer service
  • 52% of customers will tell their family and friends through word of mouth or through social media feeds about their customer service experience
  • 7 in 10 shoppers report that they would spend more money (17% more on average) at a business that provides consistently good customer service
  • The takeaway is that if you are not providing your customers with the level of customer service that they expect it could severely damage your brands reputation and negatively impact your conversion rate. So how do you know if you're taking the correct approach when it comes to providing good customer service? Not to worry, Customer service doesn't have to be complicated and the customer service practices in this article will definitely get your brand on the right track.

    1. Self Service Options

    1.Many customers prefer the convenience of a self service option like self checkout or a self service menu. Often times your customers will have quick questions that simply do not require a time consuming formal inquiry or even a service representative to answer. Some forms of self service options for your customers include a detailed FAQ (frequently asked questions) page, service documents, support documents, resources that cover common questions or difficulties customers face. Having these resources will allow your customers to solve a problem quickly without having to take the time to reach out to your customer service team.


    2. Have multiple easily accessible methods of contact

    There is nothing more frustrating to a customer that needs assistance than making an attempt to get in contact with a company only to realize that their contact information is impossible to find. The only thing that is worse than finding no contact information is finding out that you have to submit an inquiry and wait for a response, especially if it is something that could be solved quickly. It makes customers feel as though you do not want them to contact you at all. Leaving your contact information at the top of the page at all times helps establish trust between your brand and your client. Customers value quick/instant service and the best way to provide this is to give them multiple options when it comes to getting in contact with your company.


    3. Quick response time

    Let’s face it, no one wants to wait around all day for a question that only takes a few seconds to answer. Responding to customer inquires quickly is crucial to the overall customer service experience that your brand provides. You can use services like a live chat or a bot (when there is no agent available) so that your customers have instant access to assistance. Depending on the size of your company you can also have live agents on the phone for your customers to get the personal touch and assurance of dealing and speaking with an actual human being. Having a quick response time makes your customers feel like a priority and will keep them loyal to your brand.


    4. Use social media for customer support

    How many times have you been on a brands instagram or twitter and noticed in the comments section that customers are asking about delivery status, returns process, stock, or even how to purchase a product? The brand then responds in a friendly manner providing support in real time in front a large potential client base. This is a great way to provide customer service for several reasons: You are providing excellent service on a social platform which is basically free advertisement all of your followers or people who engage with the post will see this and have high expectations of your brand which will lead them to purchase from you. If you provide your customers with an amazing experience through social media they will likely share it with their followers as well. Just like that you are expanding your audience and increasing conversions.


    5. Customer feedback and reviews

    There is nothing more frustrating to a customer that needs assistance than making an attempt to get in contact with a company only to realize that their contact information is impossible to find. The only thing that is worse than finding no contact information is finding out that you have to submit an inquiry and wait for a response, especially if it is something that could be solved quickly. It makes customers feel as though you do not want them to contact you at all. Leaving your contact information at the top of the page at all times helps establish trust between your brand and your client. Customers value quick/instant service and the best way to provide this is to give them multiple options when it comes to getting in contact with your company.


    Conclusion

    Providing great customer service is essential to any businesses success. Focusing on customer service and giving your customers the very best experience keeps your brand a step above it’s competitors. Putting your customers first will give your business the legitimacy and credibility to compete against online giants like amazon and Ebay. There are many ways to provide a positive and memorable customer service in the constantly changing ecommerce industry and while each customer is different, these tips will have your customers overall experience greatly improved, thus increasing your conversion rate.


    References

  • https://about.americanexpress.com/press-release/wellactually-americans-say-customer-service-better-ever)