4 keys to achieving excellent customer service in ecommerce business
Customer service is one of the keys to long-term business success, regardless of your industry or market. However, good customer service is a lot more difficult to accomplish in ecommerce. Without human interaction, it can be difficult to know how to give the customer what they’re looking for - but it can be done. In terms of ecommerce customer service, it usually comes down to four things: availability, compassion, accuracy, and speed.
If you were to ask anyone about an ecommerce business and customer service, their experience would likely include a phone call with a company representative. That’s why it’s so important to ensure your customer service team is available and easy to reach.
Your contact information should be clearly displayed and offer a variety of options, including a toll-free phone number, contact email form, and a chat option. According to a survey performed by eMarketer, chat is most customers’ favorite method of contact. In this survey, 90% of customers found live chat helpful and 63% were more likely to return to a website that has chat.
Furthermore, offer hours that your customers will benefit from. This usually means extending hours past the usual 8-5, which is when most people are at work or compensates for potential time differences.
Remember that you aren’t selling to machines; you’re selling to human beings, and your customers should be treated as such. Focus on establishing a relationship with them. In order to do this, add compassion to your customer service techniques.
Treat the customer like someone with feelings and try to step into their shoes. Imagine how frustrating it would be to work through a problem with customer service that won’t budge an inch.
Likewise, try to personalize your conversations by using the customer’s name and addressing their problem specifically. Say please and thank you and leave the conversation letting customers know that they are more than welcome to contact you in the future.
Make it your mission to stop mistakes before they happen. Don’t launch a web page until you are 100% sure that all of the information is correct and that the transaction will go through smoothly and securely.
Furthermore, be open and honest with your claims, and always follow through on promises. It’s not only about enticing customers to buy something; it’s about building a relationship with customers and getting them to come back. There’s nothing worse for a customer than finding out they won’t be receiving what you promised them.
Offering speed in everything you do is one of the most important things you can do to put your company on top. There’s plenty of competition out there, and if you aren’t the best of the best, customers will simply take their business elsewhere. You may specialize in a certain type of product, but remember that Amazon specializes in everything, and they offer free two-day shipping for Prime members and 24-hour customer service.
Great ecommerce service means you can deliver what the customer wants when they want it. This means responding quickly when they contact you and getting their items shipped as quickly as possible.
The widespread and popular shipping company, Same Day Delivery, has a motto that explains this concept best: “If you want to impress customers, deliver their product before they need it.”
Great customer service all boils down to acting human and treating your customers the same way. Give them what they want the first time, and they’ll feel confident coming back.
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