When it comes to customer service, how would you rate your brand’s efficiency?
How your business handles its customers determines if it will sink or swim. With so many options available, there’s no reason why any part of your brand should lack quality and performance. Consumers can easily find a replacement if your business isn’t up to their standards. Since 89 percent of shoppers admit to switching to a brand competitor after receiving poor customer service, it’s crucial to provide a stellar experience.
It can be tricky to provide customer service for your ecommerce store because everything is online. There are several avenues to choose from when helping your web site visitors, and it’s essential to provide for them in any way you can.
If you want to learn how to provide a better customer service experience for your audience, here are a few ways to get started.
Outsource Customer Support
As business takes off, it’ll become more challenging to keep up with customer inquiries and concerns. On top of that, your in-house team can’t cater to customers around the clock. With ecommerce, you’ll likely have international consumers who also can’t get in touch with support because of time differences.
To avoid these issues, consider outsourcing your customer service. It gives you extra time to work on other parts of your business. It’s also cost-effective, improves your relationship with customers, and moves users further down the conversion funnel.
You can also use live chat to boost your customer service efforts and increase your ecommerce conversions. Live chat uses artificial intelligence to converse with web site visitors using a chat interface. Users don’t have to wait for a live representative to respond to their requests or questions. Use live chat to give product suggestions, navigate visitors, respond to issues, and much more.
Provide Phone Support
It’s not as common to see ecommerce stores offer customer support over the phone, but it’s still an essential part of customer service. Phone support is a great way to handle issues quickly and directly, especially when it’s available 24/7. Customers have different preferred methods of contacting brands, so it’s important to offer multi-channel support for those who prefer using phone services.
Phone support gives users access to customer service when they need urgent or time-sensitive assistance. Even if it’s not 24/7, you can post hours on your web site so users know when to contact you. You can also include a time that customers can expect to wait to hear back from you if they don’t get a hold of you right away. Add a customer feedback form to your web site so those who don’t reach out through the phone can do so online. The more you communicate with your audience, the more satisfied they’ll be.
Measure Customer Satisfaction
If you aren’t consistently collecting user feedback, it’s impossible to tell if your efforts are getting better or worse. Measuring customer satisfaction is essential to grow your brand, build customer loyalty, and generate sales. It’s a must for any business that wants to succeed and cater to its target market.
Regularly check in with visitors to gain their feedback and refine your conversion strategy. Use popup surveys to grab their attention and increase their survey completion rate. Email them asking for direct feedback about what your store can do better.
Make sure your emails are successfully reaching users’ inboxes rather than going straight to spam. For WordPress users especially, it’s common for emails sent from your WordPress domain to get lost in transit. Use a PHP mailer plugin to ensure that your emails reach subscribers so your communication efforts are a success.
If your ecommerce business has yet to refine its customer service strategy, it needs to get on that immediately. It’s crucial to be there for your customers and show them you’re readily available to provide solutions. Otherwise, with all the options out there, they’ll move onto a brand that pays them more attention. Consider outsourcing support, adding phone services into the equation, and measuring customer satisfaction for the best results. How will you provide stellar customer service for your ecommerce store?