Customer service is one of the most critical points to making or breaking your company. With so many channels for customers to interact with you and such a high demand on those interactions, it’s important that they’re done right. Customer service reps can make or break your company because their tone of voice will define how people feel about interacting with you again in future conversations online; think Social Media Disasters! By improving e-commerce customer service now and focusing not just on fast responses but also building trust through positive experience over time, we can help foster loyalty from our customers and grow as a business.
Incorporate Live Chat
One of the most important aspects to improving customer service is responsiveness. Customers want a quick response and they want it now! That’s why leveraging live chat can be so effective in making customers happier with their experience. Live Chat software can allow you to connect across all channels, whether that’s through Facebook Messenger or another messaging platform like Skype for Business, or What’sApp for business.
Ask for Feedback
Asking for feedback is important in any industry, but it’s especially important given the rise of social media. Customers want to know that they were heard and understood by a brand when interacting with them online or over email. By seeking customer feedback periodically, you can use their experiences to improve your company and make changes before there are major problems on a public scale.
Track Important Metrics
If you’re not tracking your KPIs, then how will you know if there are problems with customer service? By looking at what customers care about and focusing on those metrics in real-time, you can spot trends before they become a major problem. Customer feedback is important but it’s also important to see the larger picture of their experience from start to finish.
Identify slow downs in your process
You don’t have to be a pro at customer service to know that it’s frustrating when you struggle with an issue for hours only to get the same response from someone else. That frustration can add up over time and eventually lead customers away from your company because they’ve been frustrated too many times before.
Ensure e-commerce Customer Services are a success by applying heat maps, sending out surveys, engaging in CRO and reading textual reviews. Poll customer service agents to pinpoint which areas are tripping up the average consumer leading to cart abandonment as well as eating up reps’ time.
Include Social Help
The best customer service agents know that social media is a big part of their job. It’s not just about answering the phone or responding to emails; it needs to be done on Facebook, Twitter and other forums. Offer up content for customers to engage with outside of your website and offer them help via multiple social media channels.
Decrease Response Time
The higher the response time, the less likely a customer is to return. That means it’s important not just to be able to answer fast but also that they feel like you’re on their side. When customers call or email in with an issue and get a quick solution, they are more apt to come back for future transactions.
With the increase of online shopping, customers are becoming more demanding and expect quick service. Leaving a potential customer waiting for an answer to a question or request can result in lost revenue. Failing to respond quickly to an angry or confused customer could lead you down a long road with poor feedback about your company and even worse public relations.
Customer Service is Customer Experience
The customer service process isn’t just about answering questions, it’s also a critical part of your strategy. It can be used to build up the company image and make people more loyal towards you. Poor quality or bad responses will have customers branding you as unprofessional which decreases potential for new business in the future.
Online customer service is critical to the relationship you have with your customers. It creates a tone for future conversations which builds trust and sets expectations. Setting you up for success with repeat customers who are brand loyal and avid fans.
Make it Personal
It’s important to focus on the individual customer, making sure they’re getting an experience that is tailored for them. This means understanding their needs and questions which will vary from person to person. Personalization can help increase sales by speaking directly to people who have a high likelihood of purchasing something as well as building trust through good communication experiences.
Make your customers feel valued. Customer expectations have changed over the years and they now expect their shopping experience to be easy, seamless, and personalized. To improve customer service, start by getting to know your customers — what they like and value — and build on these to create a personalized shopping journey. Improve customer service by getting to know your customers. Craft a personalized shopping journey that will suit them as individuals.
Transparency in customer service is critical to building trust. You want customers to feel like they know what’s happening with their purchase, why something has happened, and how you can help them fix it or make things right. This will increase the likelihood that they’ll continue doing business with you because of your transparency and honesty about errors.
Customers should have free access to their billing history, order status, and preferred payment options. Transparent companies give customers the ability to see every past purchase they’ve made a few months or years ago.
By implementing these tips, you’ll be able to deliver the best customer service possible and help your customers have a fantastic experience.