4 Effective eCommerce Service Practices
Customer service plays a crucial role in consumer satisfaction and loyalty. In this day and age, most eCommerce companies sell the same type of products. More often than not, the factor that allows one brand to rise above the rest is how well they treat and respond to customer queries and complaints.
According to a recent consumer report, 61% of customers view customer service as a determining factor for their brand patronage. 60% of online shoppers have sworn off brands after a single instance of bad customer service.
Experts predict that by 2021, this year, customer service would usurp price and product quality as the main brand differentiator. To keep up with the changing times, below are several eCommerce customer service best practices to implement in your operation:
Maintain a Presence in Multiple Platforms
In today’s consumer landscape, customers expect a personalized approach to customer service. The main goal of a company is to build real relationships with the customers in order to maintain their loyalty and patronage.
That said, it is important to maintain an omnichannel approach to customer service. Not everyone is comfortable with talking to an agent on the phone. Moreover, in this day and age, not everyone has a landline anymore. A customer service presence in social media and on your website provides buyers with the option they are most comfortable with.
Customers are eager to choose the customer service option with the least resistance. In fact, 60% of online shoppers prefer a self-service means to resolve their product or service complaints.
Creating a customer service platform that is uncomplicated and easy to use is key to gaining the satisfaction of your disgruntled customers. Your eCommerce website should be equipped with a live chat tool that allows buyers to address concerns and questions without so much as closing a tab, opening another website, or picking up the phone.
Improve Your Response Time
The success of eCommerce is founded on speed and convenience. Online shoppers expect the buying process to be easy, fast, and dependable. Needless to say, the same should be true for your customer service policy.
At the end of the day, it isn’t enough to be present across multiple channels. Truth be told, an omnichannel approach is for naught if customers do not get a response in a hasty manner. It is important to strike a balance between convenience and speed.
Track, Measure, Improve
Similar to establishing a business, there are some growing pains involved in establishing an effective eCommerce customer service policy. In order to improve on your current guidelines, it is crucial to track the satisfaction of your customers. This data can help you develop and pivot your policies in order to serve your customers better.
Growing your online business entails more than selecting the best products at the most affordable price. To maintain a steady following and attract new buyers, improving the customer service experience is key. The goal is to leave a good lasting impression following a complaint or dissatisfaction.
Endeavoring on eCommerce customer service can be tricky especially with all communications mediated. Ease into your growing pains with Dojo. Reach out to us today to learn more about how we can support you as you scale and grow your business!