The world was taken by a sudden shock and surprise when the pandemic hit the whole world. Businesses around the world were baffled and started to worry about survival and continuity. But as they say “there’s always something positive, even in a negative situation” it worked tremendously well for certain industries. One domain that the pandemic that did wonders is the retail and e-commerce industry. With all of us locked indoors, it’s the delivery network of e-commerce and retail channels that not only ensured sustenance, but also the safety of everyone. This became even clearer when several online businesses reported profits in their financial reports which inspired other companies also to adopt online marketing and sales strategies to increase their profits.
With everyone realizing the importance of online selling, it brought a surge of customer issues and complaints. While retail and e-commerce businesses were focused on increasing profits, another business domain (or probably a sub-domain) that kept customers happy by solving their queries and concerns was the inbound customer service centers. Reps across the world working in inbound customer service centers have been attending and dealing with the stress and madness of customers during this global pandemic, enabling businesses to retain customers and increase their overall revenue. Inbound call centers ensured that the businesses really focus on “business” while they take care of all customer concerns at all stages of the customer journey.
What Is Customer Service For Retail Industry?
Customer service is pretty much a necessity for every business domain, but how and does it really impact the retail sector?
There’s an optimum goal for all retail and e-commerce businesses across the world – “RECORD-BREAKING SALES”. Yes, without a doubt that’s what everyone wants. But if you don’t take care of your customers, you will end up losing them. It is the customer service a business provides that turns those “one-time” or seasonal customers into loyal ones. A well-trained service staff that communicates respectfully and responsively with the customers is what keeps them engaged and happy. So those customer service reps sitting in the office, handling all the ifs and buts and why’s of the customer, play a paramount role in ensuring happy customers and positive outcomes.
If as a business you fail to handle the queries and concerns of your customers well, they are bound to have a negative impact and they will forget you and never return. Moreover, a bad experience for one not only ends your chances of getting “word-of-mouth” publicity, it instead spreads like news amongst customers, thereby reducing your overall customer count.
With the tremendous growth that the retail and e-commerce sector witnessed, also brought cut-throat competition in the market. It is mandatory for brands to offer something more than just the usual “apologies for the inconvenience, we’ll make it up to you the next time”. Customers nowadays need personalized attention and if done right it can work wonders for any brand. You must know that your products or services may have been the reason for customers to open an app or walk into your store, but it’s the way you treat your customers that will keep them with you in the longer run.
Why Inbound Customer Service Is A Necessity For The Retail Sector?
What does a customer really want from a retailer? It’s not just the product, but a feeling of the fact that you as a business don’t just care about the sale, but whether the product really meets their needs or not. They care is a retailer is concerned about adding value to their lives or just minting money out of them. Irrespective of the size of purchase, engaging with customers in a positive way will bring them back to your store, website, or app.
Converting Window Shoppers to Real Ones and One Timer To Loyal Customers:
As a business, your effort should always be to provide the best service possible to your customers and constantly upgrade the customer experience irrespective of whether a customer makes a purchase or not. Inbound customer service reps are your gatekeepers who are responsible for ensuring a comfortable and well-informed customer journey.
It is believed that almost 70-80% who do not complete the intended purchase are due to poor customer service or bad experience at the time of sale. Customers are more likely to give business to the providers who provide better after-sales service and respond to customers quickly and accurately.
Ratings and Reviews Regarding Your Product and Services Matter:
With the rise of the e-commerce industry, especially in the last year or so, modern-day customers have become very particular about the ratings and reviews are given to your product and service by previous buyers before deciding to make a purchase. Inbound customer service is done right, not only eases the entire sales and post-sales journey for a customer, but the good reviews given by them attract other customers to your products. So, better customer service not only gives you better ratings, it gives you more customers.
Expand Your Brands Awareness:
Nowadays, it is much easier to find a new customer with all resources available but retaining and keeping those customers is becoming more and more difficult. As the customer pool grows for e-commerce companies, so does the number of companies who provide similar products or services. Inbound customer care not only answers customer questions, it increases your brands awareness amongst customers and in due time enhances the brand awareness and your retail presence.
Allows Businesses To Focus On…… Well “Business”:
Providing service to your customers is a consistent task. For a new and growing business, customers repeatedly calling can be distracting, time-consuming and highly tedious. Inbound customer service center very easily takes the responsibility for this part of your business and gives you ample time to focus on the core business responsibilities that you may end up ignoring otherwise.
Inbound customer service in the retail and e-commerce sector allows businesses to provide a seamless experience that can show that they not only care about business but about the customers as well. The right service goes a long way in making a good impression on customers thereby allowing your business to grow with the help of your existing customers adding new ones.
Choosing the right partner for your inbound customer service will most definitely ensure a positive outcome for your business.