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The 8 Best Tips for Improving your Ecommerce Customer Service in 2022
Why Is Customer Service Important?
According to the Microsoft Global State of Customer Service Report, around 61% of consumers consider customer service “very significant.” Additionally, customer service is anticipated to overtake product and price as the primary brand differentiator in 2021.
A positive client experience can help you build trust and promote repeat sales. However, a negative client experience can lead to lost sales, reputational damage, and unfavorable online reviews.
60% of customers worldwide claimed they discontinued doing business with a brand due to a bad customer experience. For individuals between the ages of 18 to 34, this percentage rises to 68%.
It is anticipated that it costs 5-times more to acquire new consumers than it does to keep them. Therefore, keeping existing consumers satisfied is essential if you want to succeed in the long term.
Ecommerce Customer Service
One of the most challenging sectors to work in is e-commerce, but Amazon is a company that regularly provides excellent e-commerce customer support.
In addition, Amazon is the most customer-centric company in the world and has been a strong advocate for customer satisfaction since day one. The GlobalData Best Retailer award was one of Amazon’s three customer satisfaction awards in 2019.
Customer service ought to be the focal point of your online business plan.
The Main Components Of A Great Customer Experience In 2021
What will outstanding customer service look like in 2021? It entails having the ability to effectively use Live Chat, email, and social media to respond to consumer inquiries.
According to experts’ analysis, these are the top six elements of a fantastic online customer experience.
- Resolving the problem with a single conversation.
- Being able to follow up with the same individual when necessary.
- Quickly resolve the issue.
- Working with a friendly customer support representative.
- It’s essential to get some follow-up afterward to ensure you are happy.
- Being able to print, record, and save a copy of the conversation.
Increasing Consumer Expectations
Customers expect more from customer service. We live in a convenient world where we demand fast gratification for everything!
HubSpot recently conducted a survey and found that around 90% of customers rate immediate answers as “extremely significant” or “important.”
Customers’ experience and customer service are key distinguishing factors for brands and eCommerce businesses. In light of this, let’s examine some techniques to improve your eCommerce customer service for new and established businesses.
#1. Make Sure Clients Do Not Need To Repeat Themselves
HubSpot Research found that nearly 66% of customers find the most annoying part of receiving customer service assistance is waiting on hold or having to repeat information to different representatives.
We have all undoubtedly experienced it at some point, and both sides of parties may find it to be highly frustrating and a waste of time.
#2. Use Live Chat
Studies indicate that adding Live Chat on your website can lead to 3 to 5 times more conversions, which helps to enhance sales.
Instead of waiting 24 hours or longer for a response to an email, clients can (in the majority of cases) obtain a reply straight instantly thanks to instant messaging software. Faster response times enhance client loyalty and satisfaction.
It is much more convenient and affordable than phone assistance because customer care agents can run numerous chats simultaneously.
#3. Monitor Your Customer Satisfaction Score
You must measure something if you want to improve it.
You can determine whether or not the customer engagement was successful by measuring customer satisfaction.
In addition, CSAT, or the Customer Satisfaction Score, is the most often used method because of its simplicity. There are several other methods, each with its advantages and disadvantages.
The CSAT is frequently used in customer satisfaction surveys to gauge how satisfied customers are with the service or product. They often ask, “To what extent are you satisfied with your experience today?” and provide a 1-5 or 1-10 scale.
#4. Create A Multichannel Strategy
Aberdeen Group’s study found that 91% of customers are retained by companies with a well-defined omnichannel customer experience.
By knowing where your customers are on WhatsApp, Instagram, Live Chat, or Facebook and being present there, you can develop a multichannel approach.
Inform your consumers that you may assist them through these channels as you develop your contact methods. Across all of your channel channels, you should strive to offer a consistently high level of customer service through all channels.
You aim to provide excellent customer service to your clients as an eCommerce merchant.
#5. Seasonal Employees Are Good Option
The busiest period of the year for most eCommerce sellers is Q4.
More returns and better customer service result from increased sales. The significance of adopting proactive steps to decrease customer support, such as the FAQ (frequently asked questions) section and creating an online knowledge base, has already been emphasized.
Consider hiring more workers to handle the increasing workload and maintain your high levels of customer satisfaction because longer response times might result in lost sales and possibly lost consumers.
#6. Use Help Desk Software
The right software is just as essential as having the right people or processes.
When appropriately used, customer service software like eDesk can be essential for retaining customers and maintaining their satisfaction.
Furthermore, customers support employees can better manage and respond to customer inquiries using help desk software.
It may interact with your website’s contact forms and social media accounts so that everything is kept in one place.
#7. Make Key Information Accessible Online
One of the most annoying experiences when considering an online purchase is being unable to find the information that you need.
Additionally, ensure your e-commerce website has a knowledge base and FAQ section with all the necessary information to prevent this situation. For instance, finding the information on product exchange and refunds should be simple.
A knowledge base helps reduce customer support requests and is also beneficial for Search Engine Optimization (SEO).
#8. Make Use Of Social Media
Social media customer service is becoming more and more popular across the globe. Customers frequently turn to social media when they can’t reach you via Live Chat or phone.
Moreover, it would be best if you responded quickly. Around 42% of customers who contact businesses on social media anticipate a response within 60 minutes!
Customers may use social media to express their ire and complain. When you perform well or go above and beyond, it may also be a good platform where brand enthusiasts can voice your praises.
Lastly, by interacting with customers on social media, you can talk to them directly, increase brand loyalty, and develop bonds with them.
Conclusion
You may grow your e-commerce business by keeping your present consumers and attracting new ones by continually providing a superior customer experience. Sam Walton, the American businessman, once stated, “The company aims to provide legendary customer service rather than just the best.”
We hope you found this article helpful and that it has provided you with some tips to help improve your eCommerce customer care.
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