If you run an e-commerce website, customer service should be a top priority. Providing excellent customer service helps you get great reviews and retain customers, two things that are essential to success in e-commerce. Here’s how to improve your e-commerce customer service.
Ask for feedback
One of the biggest mistakes you can make is assuming you’re doing everything right. You might be trying to provide excellent customer service already, but it could be falling flat with your customers. That’s why it’s important to ask for feedback with every order. This gives customers a chance to tell you exactly what they think without leaving a review. You can then use this information to improve.
Customers love options. The more customer service options you can provide, the better your service will be. For example, if you run a 24/7 telephone helpline but sometimes have to ask customers to wait in a queue, why not offer a callback option? This means that customers can go about their day and you can get back to them when someone is free. Small details like this go a long way to improving your customer service.
One of the most important parts of great customer service is clarity. If a customer encounters a problem with your product, you need to know exactly how to help them. Customer service reps need to understand the products, the ordering process, and the stock levels. Access to information is key to provide clear customer service.
Invest in quality site search
There’s nothing more frustrating than not being able to find something on a website. If a customer finds it difficult to find the customer service phone number, they will be in a bad mood before they pick up the phone. High-quality site search will reduce this problem and ensure that customers can find exactly what they need. It will also help your customer service staff access product information quickly.
Offer free shipping
If a customer encounters a problem with shipping, they are likely to be extremely frustrated. However, that problem will be made considerably worse if they have paid a lot of money for shipping. Many e-commerce sellers get around this problem by providing free shipping and factoring it into the cost of the product.
Improve customer interactions
Customer interactions are at the heart of e-commerce customer service. It’s important that your customer service staff members are trained on how to deal with difficult customers. They need to be cool, calm, and collected, and quickly find a way to resolve the customer’s issue.
Outsource IT support
If you run an online business that requires 24/7 IT support, it might be worth outsourcing it instead of trying to keep it in-house. Outsourced IT support is often more professional and easier to manage.
Follow up after the problem has been solved
When you have found a solution to the problem, it can be tempting to leave it there. However, if you want to improve your customer service, you should include a follow-up. This is a personal touch that is designed to check up on the customer and make sure that they are satisfied with the resolution. Going this extra mile is a great way to retain customers and increase position word-of-mouth.