How to improve your eCommerce customer service
eCommerce is at its peak. There is a lot of competition between businesses and the best way to stand out is by having excellent customer service. This article will help you identify what eCommerce customer service is and why it’s important.
Customer service should be a part of your business journey and should start from greeting potential customers, helping them choose the right product, resolving an issue and all customer service should be running smoothly across every platform.
#1: Set yourself KPIs
Your eCommerce business should be driven by data and KPI’s. In a perfect world, the customer gets a fast response and a resolution the first time, therefore it is important that your team can resolve an issue or customer question in the first interaction- This KPI should be at the top of your list.
#2: Provide self-service options
It is found that 81% of customers try to resolve the issue themselves before reaching out, this is why having a Chatbot & FAQ page is good, it gives the customer the chance to find a resolution and is also makes it easier for your customer service teams day.
#3: What to do with your feedback
You should be taking on board all the feedback you are getting from customers, good and bad. This is important to improve your processes and customer service for the next buyer.
#4: Think like your customer
The best way to give great customer service is putting yourself in their shoes, think about how you would want your issues solved if you were going to a buyer and there was an issue. Make sure your team are good with people and know what they are talking about to ensure a smooth process and to avoid negative feedback.
#5: Using social media
Social Media is used more often than website channels and making sure you have someone monitoring your social media platforms to make sure no enquiry is missed is very important. Also, this reduces response rates and reduces the chance of customers becoming distracted and navigating away from your page and becoming frustrated.
It is easier to deliver great customer service face to face with a smile, but it is a challenge and important to deliver the same warm welcome through your live chats and through your sales. There is a wide range of tools for you to use to deliver the best customer service online, you just have to deliver this efficiently.
