It’s a fact that the online market has become quite competitive and oversaturated. With that in mind, your e-commerce website could surpass even the most developed competitors by merely providing customers with a better experience. In fact, customer service is the cornerstone for a customer’s business experience in the digital business world. According to numerous surveys conducted by reputable organizations, results have shown that almost 70% of consumers would spend more money on a company with better customer service.
Whereas, harmful customer service interactions can tarnish a brand. It can cause terrible consequences on social media outlets that will ultimately affect your public relations. It is essential to note that customer support is one of the most crucial customer experience factors for your e-commerce website. If you can provide uninterrupted support, you will be able to enhance the overall customer experience. Therefore, improving the company’s customer service should be at the forefront of any business development plans.
1. Multi-Channel Strategy For Your E-Commerce Website
Developing a multi-channel strategy means you need to know where your customers are, whether it’s Facebook, Instagram, WhatsApp, and so on. Once you have established your contact channels, tell your customers that you can help them through these channels. It would be best if you aimed for a consistently high customer service level across all the chosen channels of communication.
E-commerce websites don’t tend to target a specific audience. Usually, their target is more general, a wide range of consumers belonging to different demographic groups within specific markets. In fact, the channels that your customers prefer can be social media, live chat, email, phone, messaging apps, etc. Try to offer communication channels on at least the top three platforms used by your customers. That way, not only will you be more accessible, but you will also be able to meet your customers’ needs quicker.
2. Customer’s Feedback
Your customers do remain your best source of information. When it comes to providing not only exceptional support but an overall experience. Your customers appreciate you more for taking the time to ask. They will also hold you high in terms of handling their feedback and trying to meet their needs. Furthermore, by launching a new website or e-commerce application and getting feedback from customers to make sure it is easy and intuitive to shop online and get help, you ensure that they can achieve their goal with ease. Not only does it provide you with free market research, but consumers can also provide you immediate troubleshooting. If something is wrong with your site, someone will definitely let you know.
3. E-Commerce Website Live Chats
We can freely say that the consumers themselves prefer live chat as a channel for customer support. We say this based on statistics showing that 79% of consumers like it because of the immediate response, while 46% believe that live chat is the most effective communication method. In fact, live chat can significantly enhance overall customer support efforts. Instant messaging software, normally allows customers to receive an immediate response. Faster response time helps to improve customer satisfaction and loyalty. Make the experience efficient and easier so that they won’t have the time to think about reasons why they shouldn’t make their current purchase.
4. Social Media Leveraging
It is well known that customer service through social networks is growing in popularity. In fact, social media have already been used for customer complaints, leaving reviews and giving feedback. Social media platforms are a great place to spread word of mouth, essentially free positive marketing. It is crucial to note that engaging with clients through social media allows you to communicate directly and build stable relationships with your consumers. Remember that when customers can’t connect with you by phone or live chat, they often turn to social media.
Excellent customer experience can help you build trust, credibility and encourage redemption. On the contrary, negative customer experiences can result in loss of sales, as well as a damaged reputation and bad reviews. However, negative reviews make great feedback and provide you with insight on changes you need to make for your e-commerce website.
Keep in mind that not all these tactics are universal. It depends on the industry, what the business is, the products you sell and many more aspects. Consult with someone who specializes and has years of experience in e-commerce and online industries. Unique eStores is what makes e-commerce simple. They offer a wide range of services to help you pursue your e-commerce dreams while working alongside you to establish what you need to improve your customer service. Unique eStores will make sure to approach your business-related issues in the best way possible. They will deal with circumstantial “poor reputation”, and grow your e-commerce website’s online presence with ease. Contact us to see how we can help your business succeed in customer service today.
