Customer service is critical in the on-going relationship between customers and service providers, especially those primarily interacting with customers online.
With the rise of social media contact channels, e-commerce companies need to undestand, embrace, and innovate with these new customer communication methods. AS they do, they’ll see improved relationships with customers and enhance their online experience by engaging with customers in a more personal and timely way.
Exceptional customer service is essential for customer satisfaction and retention, as well as profitability in the retail industry. Having a well-defined customer service strategy in place can no longer be an afterthought.
@Desk / desk.com
7 Ways to Provide Exceptional Customer Service for E-commerce
The Desk.com team has kindly prepared this fantastic infographic for those of us who face the challenge of engage with customers online and deliver experience though e-commerce platforms.
Desk.com’s platform enables service teams to track customer interactions across any contact channel in one place. This is key in ensuring consistent customer service across customer contact channels.
Here are Desk’s 7 ways online retailers and e-commerce companies can provide world-class customer service:
Some key findings from the Desk.com infographic include:
- Offer multichannel support: 9 out of 10 customers expect to receive a consistent experience over multiple channels.
- Listen on social media: 78% of customers believe that social media will be the next tier of customer service.
- Track all customer interactions.
- Create a support center for customers: 90% of customers go to a company’s website before calling or emailing you.
- Provide online chat: 77% of customers agreed that online chat positively influenced their attitude about the retailer.
- Focus on timely responses: 84% of customers that reported being either likely or very likely to do business with a company if it responded via phone in less than a minute.
- Deliver a WOW experience like our WOW support team does on a daily basis for our customers.
Delivering exceptional “WOW” customer experiences requires finding the right balance between empathy for customers and understanding the challenge of selling online.
By focusing on the customer and their process of understanding the service or product, and learning to resolve customer concerns effectively, organizations can scale this approach to future service interactions and drive customers to continue engaging in future sales opportunities with the organization.
