For companies in the business landscape, stellar customer service is crucial, particularly for those in e-Commerce. Competition in the sector is fierce. It can be a challenge to build a successful e-Commerce firm, and customer experience will make or break your reputation.
The success of e-Commerce businesses has skyrocketed across the world, and there are no signs of it slowing down. The total US online retail sales of physical products totaled $343.15 billion in 2019. These numbers are estimated to reach $476.5 billion by 2024.
The projections of e-Commerce growth across the globe are also on an upward trend. Because of lockdowns, online shopping made e-Commerce more relevant, leaving traditional retail sales behind. Forbes Magazine reports how the e-Commerce industry transformed in just a year:
During the pandemic, people found it more convenient, efficient, and safer to shop online. e-Commerce businesses can take advantage of this change of behavior by developing a reliable relationship with their customers and offering outstanding services or products.
Whether your business has already launched e-Commerce or is considering steps to execute effective operations, innovating good customer service that meets current demands should be top of mind.
Customer service takes different types for a range of companies. The strategy that works for a small local store may not work at a large company. e-Commerce should be classified in a category of its own because the customer’s whole shopping experience takes place online.
Online marketplaces tend to bring a bit more strategy into engaging with shoppers. Unlike traditional retail shops, clients can interact face-to-face with employees. Addressing your clients’ needs is essential, whether a business has a brick-and-mortar or a virtual store. Delightful customer experience can boost your e-Commerce company to success.
Customer dissatisfaction can develop when buyers face difficulties and aren’t easily able to speak to a company representative. In fact, three out of five shoppers never complete their orders because of terrible service.
An e-Commerce brand has to effectively sell itself and its offerings to prospective buyers. Answering questions and building enough confidence in your product or service persuades casual shoppers to make the purchase. This could turn a one-time shopper into a repeat customer, paving the way for your brand to have a good reputation and a loyal following.
Delivering exceptional customer service for e-Commerce is a necessity in this day and age. Here are some reasons why:
For an e-Commerce company, the customer support role is the only touchpoint for your shoppers. Your customers have no actual contact with your products. Any personal interaction is a priceless opportunity to illustrate how much your company cares about your clients.
Shoppers don’t just look for items. They look for information and answers to their concerns.
Maximize all channels available for your e-Commerce business, such as websites, social media networks, live chats, and emails. This is another way of customer support service that reduces your buyers’ uncertainties. Having multiple platforms available answers frequently asked questions, helps manage expectations, and may even address future challenges.
If your business is able to deliver good product and service, it results in customer retention. On the other hand, consistently poor customer service experiences may lead clients to stop doing business with a brand.
Loyalty is both the unique attribute and the key factor of the sustainable progress of e-Commerce. It is advantageous for your brand to build a customer base consistently over time.
The e-Commerce market is full of competitors. To build trust and keep customers happy, e-Commerce companies need to work harder than their rivals. If customer support fails for any reason, visiting one of the thousands of retailers in a specific niche is not hard for an online shopper. It is just too easy for them not to proceed with the order without the need for clarification.
Online shoppers will always talk about their experiences with your brand on social media. In a 2015 study conducted by Ipsos, an independent market research company, 52 percent of US shoppers are more likely to share their negative experiences with their friends, family, and colleagues.
A wrong move will spiral your brand into a public relations nightmare. If customer service does not live up to standards, any negative reviews on your social media channels can possibly signal a bad reputation for your company. Collated user information and positive product or service reviews do not get enough attention from several shoppers. However, many are more easily swayed by reports detailing unfavorable experiences.
Online reviews are critical for customers seeking out quality products and services. Reviews allow brands to maximize awareness by enhancing local search results, shaping purchasing decisions, and generating useful input to enhance day-to-day operations. In a study, 93 percent of buyers state that online feedback influences their purchasing decisions. Therefore, properly addressing shopper feedback is necessary to avoid lost revenue.
A business with high integrity is distinguished through how they improve their customer experience by learning how to respond and learn from their flaws. Impeccable customer service enables you to stand out from the rest.
In today’s e-Commerce industry, a brand competes among millions of possible distractions for buyer interest. Other than being proactive and innovative in addressing concerns, your company has to be consistent with interacting with prospective and returning customers.
These are some ways to achieve amazing customer support for e-Commerce:
A significant part of delivering a good customer service experience is the desire and determination to be supportive when engaging with consumers. Having accessible support channels is one way to do so.
If shoppers contact through your social media networks, but you are not responsive, this is a chance for you to make amends. It also opens the possibilities of using platforms that are likely to be used on a frequent basis. Leverage the feedback you receive to make wise decisions on improving your product and service. In addition, maximize all channels that you can use to communicate with prospective and potential consumers.
Direct interaction on your website, such as live chat customer service, can be an efficient alternative. According to Zendesk, 85 percent of the customers prefer live chat interactions over email support because of its quick response time and more efficient handling of queries and concerns.
Consistency is imperative to achieving customer service success. A consistent way to address concerns and problems is crucial to develop credibility.
In the early days of e-Commerce, business owners only worried about comments and reviews shared via email or on the website. However, things are different now. On social media, consumers and online shopping can reach you anytime, anywhere. Online users utilize several channels to connect with friends and reach out to brands.
Additionally, it would be best if you were transparent and consistent with how you interact with customers. For example, if answering every customer support email comes in less than 24 hours, establish the same practice in different channels. Thus, this can be a proactive way of interacting with your customers since they can go from one platform to another to reach out for help. It also allows you to manage their expectations.
Keeping things consistent makes your clients feel valued by receiving the same attention and level of care, no matter what platform they use to reach out.
Some tactical workflows and processes can be leveraged to develop an effective customer service plan for your e-Commerce business. Here are some tools to help you manage buyer inquiries:
These tools, however, are not the only thing that counts.
When it comes to e-Commerce, it is not always possible to meet or talk with your customers face-to-face. Developing a personal connection and relationship with your clients, by showing empathy and concern, will go a long way.
Allow your customers to have a convenient shopping experience while also making them feel valued. Use available technologies not only to streamline tasks for efficiency but customize messages for buyers. Utilize customer relationship management tools and make every transaction personal by addressing the customer with their name and letting them know who assists them.
Educating your clients through your blog is another way to ensure that they get the answers they need. A perfect way to share education and how-to’s with your community is through customer service or helpdesks, but there are still users that are likely to read your blog. With this, publishing product guides will help your customers get the most of the product they purchased and save them time minimizing the need to contact customer support.
Customer service is an essential aspect of your business growth strategy, thanks to the prevalence of e-Commerce. Choose the right partner to help you plan for your customer support needs. We can help you know how you can potentially integrate your helpline into other facets of your business, such as marketing, sales, and branding.
With over a decade of experience, SuperStaff can provide you with quality offshore solutions. We have all your outsourcing needs addressed—from content writers down to web development providers. With all these being covered, we can direct you to the right path for your business success.