The next and most important reason is that using social media for customer service improves your brand’s reputation. First of all, social media is easily accessible to everyone, and customers can easily come to you with their queries. Social media, as a medium for customer service, works great for many reasons. Many top brands use this way to provide omnichannel customer support. Especially the ones like Twitter, where you can create a special customer service/support handle for your eCommerce brand. If you didn’t know this, then here goes – social media can be a great customer support channel. Use Social Media Channels for Customer Support This may not be necessary for all types of eCommerce businesses, but you can consider this option based on the kind of questions you receive. This way, the most frequently asked questions would be taken care of by the bot, so your customer service team doesn’t have to answer repetitive questions.Īnother way of offering self-service is by providing a comprehensive knowledge base with documentation and QnAs on every possible topic. The best way of offering self-service to your customers is through AI-chatbots. In fact, 67% of customers prefer self-service options over talking to a customer service representative. Otherwise, you’d be bombarded with emails from unhappy customers, and you definitely don’t want that to happen.Īpart from having live-chat options, you should also enable self-help options for your customers as this is preferred by many. You must also ensure that your entire order fulfillment process is done hassle-free. You should try to keep the shipping time to a minimum as this will lead to a more satisfactory experience for your customers and lead to an increased number of repeat customers. Hence, you must give special attention to your eCommerce fulfilment process. The process of order fulfillment also plays a massive role in determining the quality of your customer service. Optimize your Order Fulfillment ProcessĮCommerce customer service doesn’t end with the purchase order made by the customer on your site. You can also add CTAs to redirect your customers to FAQ’s page or your knowledge base. Hence, when a user navigates through your site, use a pop-message to let them know about the live chat feature. ![]() They would rather drop the idea and move on with their day. This works well because most customers would hesitate to take the first step to ask questions. ![]() Hence, instead of waiting for the customer to find your live chat option link and ask you a question, you take the first step. There is no use in offering live-chat if the customer doesn’t know that such an option exists. Use a Proactive Customer Service Approach Instead of a Reactive one And the best way to go about it is to integrate live-chat with your eCommerce site. If you resolve these questions immediately, the chances of conversion will significantly increase. They would have questions about your pricing policy, your shipping terms, refunds, and return policies, and the list goes on. Usually, eCommerce customers have tons of questions and objections before going ahead with the purchase. If you do not service your customers immediately, it is highly likely that they will move on to other eCommerce businesses. Today, consumers are extremely impatient. Read on to learn some super-actionable tips and strategies that you can start implementing for offering premium customer service for your eCommerce customers. If you want to up your eCommerce game by offering premium customer service to your customers, then this is the guide that you’ve been looking for. ![]() Millions of businesses probably offer products of the same quality as you, so why should customers prefer you? In such scenarios, customer service can be the distinguishing factor. This factor especially weighs heavily in the case of eCommerce businesses. In fact, according to a survey done by Zendesk, 84% of customers think that customer service is an important factor to consider when deciding to buy from a company. Today, consumers give importance to customer service almost as much as product pricing and quality. The relationship between businesses and consumers is totally different from what it was a few years ago. Customer service is extremely important in the day and age we live in today.
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