Customer service used to be about greeting customers with a simple hello and a smile, but in today’s world, customer service means something much different. Since you are in the ecommerce business world, your customer service meaning is even more different than businesses who see their customers face to face. You must be more proactive about customer service and you must make sure that your employees are treating your customers with respect. This article will talk about some of the different ways you can spruce up your customer service so that you do not lose customers.
One of the most beneficial things you can offer your customers is multichannel support options. This means that customers should be able to reach you on a number of different levels instead of just by phone or by email. You should make sure that your customers know how they can reach you as well.
Many people prefer using an online source to contact companies. The phone is becoming more obsolete and many people rely heavily on self-help and the Internet.
You should offer multichannel support such as:
- Live Chat
- Social Media
- Interactive Demos
Quick Response Times
Making sure to respond to emails, chat, and phone calls quickly is great customer service. Almost 85% of customers have said they are more than likely to do business with a company who will return their call within just one minute.
If you are on a holiday or have a reason for delay in response time, display it somewhere so that your customers know what to expect. Typically, emails should be responded to within 24 to 48 hours, phone calls the same day, if not while on the line with the customer, and live chat is instant.
Social Media is Your Friend
Many people flock to social media and are constantly following their favorite companies and brands. As an ecommerce business, you need to be on social media. This cannot be stressed enough. Customers like to speak with companies through social media and they will ask questions, make suggestions, and leave reviews. Being present and answering them is a great way to establish a reputation and provide excellent customer service.
Wow Your Customers
One thing you need to do when it comes to customer service is wow your customers. You should be providing them with answers to their questions and also empathizing with them. This experience for them should be amazing and they should simply recommend your company to others just based on your customer service.
Your customers are important to you and you should hire staff that think the same way. If your staff members are not treating your customers the way they should be, you may lose customers due to a poor experience. Your staff should be knowledgeable if they are placed in a role where they will be helping fix problems. Offering stellar customer service in the ecommerce industry is important and vital to your success and future.