Studies show that 61% of consumers now view customer service as “very important”. The previous year has witnessed customer service take over price and product as the main brand differentiator.
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An excellent customer experience will help build trust and encourage repeat purchases. However, a negative customer experience can result in a loss of sales, damaged reputation, and negative online reviews.
Globally, 60% of consumers have stopped doing business with a brand due to poor customer experience. And it’s estimated that it will cost five times more to attract new customers than to retain them. So, keeping your existing customers happy is crucial for your long-term success as well.
What is eCommerce customer service?
Ecommerce is a challenging sector to operate in. An example of a company that consistently delivers eCommerce customer service well is Amazon.
Amazon is the world’s most customer-centric organization with a strong focus on customer satisfaction. In 2019, Amazon won a hat-trick of customer satisfaction awards including the GlobalData Best Retailer award.
Similarly, customer service should be at the heart of your eCommerce business strategy.
What are the key elements of a great customer experience?
Excellent customer service means being able to respond to customer queries efficiently and effectively using email, Live Chat, and social media.
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Mentioned below are the top six things that make up a great online customer experience:
- Resolving the issue quickly.
- Resolving the issue in one interaction.
- A friendly customer service representative.
- Follow-up with the same person if possible.
- Record, print, and save a copy of the interaction.
- Follow up afterward to ensure the customer is satisfied.
Strategies to boost your eCommerce customer service for new and existing businesses:
1. Have a Multichannel Strategy
Developing a multichannel strategy indicates that you need to know where your customers are. Whether it’s Facebook, Instagram, WhatsApp, or Live Chat, you should be there too.
Whenever you establish your channels for contact, you should let your customers know that you can help them through these channels. You should also aim to provide a consistently high level of customer service across all your channels.
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2. Don’t Test Your Customer’s Patience
The most frustrating aspect of getting customer service help is waiting on hold or repeating information to different representatives.
It can be very frustrating and a waste of time for both parties. Make sure your customers don’t have to repeat themselves or wait for a response as this is an important aspect of a good customer service experience.
3. Know Your Customer Satisfaction Score
In order to improve something, you should measure it. Measuring customer satisfaction helps to know if the interaction with the customer was a successful one or not.
There are different ways to do it and each has its pros and cons. The most popular due to its simplicity is the Customer Satisfaction Score or CSAT for short.
Customer satisfaction surveys commonly make use of CSAT to measure the consumers’ satisfaction with the product or service. It includes the question “How satisfied were you with your experience today?” and offers a scale of 1-10 or 1-5.
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4. Implement Live Chat
Live Chat helps to increase sales with studies suggesting that having Live Chat on your site can drive 3-5 times more conversions.
The instant messaging software allows customers (in most cases) to get an answer right away rather than wait for 24 hours or more for someone to respond to an email. Quicker response times help to improve customer satisfaction and loyalty.
It’s very convenient and less costly than phone support as customer service representatives can have multiple chats going simultaneously.
5. Include Help Desk Software
Only the right software is as important as having the right team or processes.
Customer service tools like eDesk when used correctly help in retaining customers and keeping them satisfied. Help desk software also helps customer service representatives to manage customer inquiries better and respond to them faster.
It can be integrated with social media platforms and contact forms on your website too. This makes it possible to sort everything from one central location.
6. Include Social Media
The role of social media in customer service is growing in popularity. If a customer can’t connect to you via phone or Live Chat, they will naturally turn to social media.
But you need to be responsive. Studies have shown that 42% of people who get in touch with companies through social media expect a response within 60 minutes!
You to communicate directly, and build relationships and brand loyalty by engaging with customers through social media.
7. Provide Key Information Online
Whenever making an online purchase, one of the most frustrating things could be being unable to find the information you want.
Ensure your eCommerce website has an FAQ section and a knowledge base containing that provides all the relevant information that the consumer may require. Such as, information on exchange and returns should be easy to find.
8. Employ Seasonal Staff
Taking proactive measures helps to deal better with customer support. Longer response times can lead to lost sales and potentially lost customers. Consider employing extra staff to cope with the increased workload. This also helps to maintain your high levels of customer satisfaction.
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To grow your eCommerce business, it is essential to retain current customers and attract new ones. This can be done only by consistently delivering an excellent customer experience.
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