Providing quality customer service is key to the success of an e-commerce business. Customers appreciate knowing that they have someone to contact when shopping online. 50% of customers * will change their mind and abandon their cart, hence the importance of an efficient customer service.
Know your products!
Nothing annoys customers more than an operator who isn’t sure or doesn’t know how to answer a question. It’s important that both you and your team are ready to answer any question about your brand or your product. Highlight the benefits of your product and make sure the USPs stand out to make it easier for the customer support team, especially if you’re in a niche market.
Get creative and leave a long-lasting impression
Small gestures can go a long way, especially in e-commerce. Make a strong impression on your customers to build loyalty and trust between your brand and your community. Here are some interesting examples :
– Include handwritten thank you notes
– Offer samples of new products
– Post short videos
You can also upgrade the delivery experience and offer a turnkey solution for parcel tracking. Instead of your client constantly having to check the order status, Boxia provides a stress-free, all-in-one solution to track the delivery status and send automatic, customised updates to your customers.
In addition, you can double check the performance of different delivery companies and monitor your post-purchase performance to optimize your strategy.
Improve your business with customer feedback
Good customer service also takes on board negative feedback and uses it to improve and turn it into something positive. Bad reviews about delivery delays? Upgrade your service with options such as Boxia’s real-time delivery tracking solutions. Complaints about high prices? Take a look at your competition and compare the pricing strategy. Bad customer service ? Give your team extra training to learn about your products and customer satisfaction. Feedback and reviews are valuable information that should give you a boost in the right direction.
Customer service must be quick and efficient
Online purchasing is often associated with convenience and speed, therefore e-commerce customer service must be quick and extremely efficient. Zendesk surveys shows that 46 % of customers are not satisfied with slow service, so make sure that your team is reactive and responds quickly and on each of your sales channels.
Although this requires some effort, an efficient and reactive customer service will offer long term benefits.
*Source: E-commerce customer service: a guide to building your reputation (Shopify.co.uk)