Every eCommerce company is in the “people” business. That’s why it’s critical to provide exceptional customer service.
It will not only help you make your customers happy, but on the long-run, it can be used as a marketing strategy, as a powerful customer retention technique, and it can also raise awareness for your brand.
Do you want to stand up to your competitors and wow your customers through customer service? Then you need to apply these tips.
1. Provide Multichannel Support
Nowadays, customers are more impatient than ever which is why they expect to be able to contact online stores through multiple support channels.
Being available on multiple channels will also help your business provide more timely answers to your customers, which is one of the aspects that matters most to online buyers.
To cover all your bases, you should be using:
- Phone support;
- Social media;
- Live chat;
2. Listen On Social Media
Customers won’t shy away from posting bad reviews about your company on social media. In fact, they will choose this over contacting you directly and trying to solve the problem they encountered.
People are more likely to share their bad experiences instead of the positive ones. So you need to listen to what your customers are saying on social media and be responsive about their complaints.
More than 60% of customers admit that they won’t make any purchase from companies that don’t answer to negative reviews.
3. Track Customer Interactions
To help your customer agents avoid wasting any time and eliminate confusions, you need to keep track of all the customer interactions. That way, everyone will have access to the conversation history with each customer, and they will be able to establish a rapport with them.
Additionally, the data can prove invaluable when trying to determine how to improve your services and increase customer satisfaction.
4. Set Up A Knowledge Base
Creating a knowledge base on the site for your customers is a cost-effective way to provide excellent customer service. In fact, self-service is something that most people prefer, especially if they can find the information they’re looking for.
The only thing that you need to keep in mind is that the knowledge base needs to be done right in order to meet your customers’ expectations.
5. Provide Timely Responses
Fast service is something that most customers desire nowadays. Depending on the customer service channel used, their expectations when it comes to response time can significantly differ.
Here are some examples:
- For email, more than 70% of customers expect a response time in less than 12 hours;
- For phone support, 40% of customers expect an immediate response;
- On social media, more than 70% customers expect a reply in less than two hours.
Responsiveness can influence how people perceive your company so you should try your best to meet their expectations and even exceed them.
Excellent Customer Service Is A Sales Tool
People want a superior experience from the brands they already love but also from brands that they’ve just heard about. A positive customer experience can go a long way, which is why all eCommerce businesses should provide multiple channels for customer interaction.
Empathy and truly understanding customer challenges are also important aspects that set your business apart so if you invest in customer care, loyalty will follow.