eCOMMERCE

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Happy eCommerce Customers

a. Invest in the right tools: 

Customer service doesn’t get over with a happy phone call resolving the issues that the customers had. It takes a lot more effort, which would help you improve your customer experience rate. According to this study by RightNow, 86% of consumers are willing to pay an extra 25% if the customer service is better. In order to provide better and more enhanced customer service, you have to invest in the right tools at your store.

b. Interact with your customers on social media: 

If you haven’t been paying attention, you should know that social media plays an essential role in providing customers with a better experience. According to the study by Simply Measured, 99% of the brands have a social media presence, of which 31% have a committed service account. So, what would be the best way to handle social media support efforts? Ideally, being able to manage everything on one platform would be your best bet.

c. Pay attention to the feedback:

The consumers are the ones who get your website to work. You really would want to hear what your customers have to say about your website and its products. Both the positive and negative feedback provided by the customers is a good resource for your website. 70% of organizations make decisions depending on the customer’s feedback.

d. Be thankful to your customers:

Showing appreciation to your customers on different levels will definitely make them happy and content. Whether it is the thank-you that displays at the end of the checkout page or just for subscribing to your newsletter, showing gratitude to your consumers would be a great task.

e. Reward your customers: 

Last but not least on the list would be rewarding your customers. You wanted them to be a part of your customer list and sign up for the emails, and they did. You also wanted them to shop from your online store, and they did. In return for that, you should reward them with discount coupons or free giveaways to boost their buying spirit. This would make them come back to shop from you. Having known the best customer support services, you must have a better understanding of the mistakes that you can make while giving the best of your efforts in the same. According to New Voice, U.S. media companies lose more than $62 billion annually due to poor customer service. In fact, Help Scout mentions a few interesting statistics about if you have poor support services, which will adversely affect the eCommerce website structure. So, here are the top mistakes that you shouldn’t make in customer support services in the coming year.

f. Delayed response to the customers:

According to a State of Multichannel Customer Service report, 34% of people consider getting their issue resolved quickly as the most important feature of customer support, whereas only 10% think that finding answers without assistance is a key feature (for example, an FAQ’s page). Well, consumers get irritated with delayed responses and might never come back to your online store if they don’t get a resolution to their problem quickly. Having a live chat option on the store and actually using it would be a helpful idea for your store. You can choose from the social messenger extensions that would keep you spot-on with customer notifications.

g. Lack of knowledge about the products:

Well, you might have a company, big or small, with 10 or 1000 employees working in the customer support section. You must make sure that your employees have proper knowledge about the products and services offered at your online store. Without having proper knowledge, they would not be able to provide the proper solutions to the consumer’s problems. Customers get irritated when they see that the support staff lacks proper product knowledge. They will not tolerate incorrect information, apathy, or rudeness on the part of your support staff.

h. Cowering after a mistake has been made:

Making mistakes is a common thing. It can be overreacting to an abusive consumer or not fulfilling the needs of a respective consumer. You have two options after the mistake has already been made:

• Provide a valid excuse to the consumer that would suffice for the damage done.
• Apologize and mend things by compensating for them.

What you need to make sure of here is that you maintain your dignity and keep that fine line between cowering and apologizing to the consumer. Rather than bombarding the consumer with emails about the same, you could just send an apologetic email—only once with a discount coupon or free gift—but that’s just for once and all.