Customer service is now seen by a majority of consumers as “very important” and customer service is predicted to take over price and product as the main differentiator for the brand by 2020. An outstanding customer service will help build trust and encourage repeat purchases. Negative customer experience, however, can lead to a loss of sales, damaged reputation, and negative online reviews in customer service, customer service for e-commerce, and customer service for business.
What does customer service quality mean in 2020? This means being able to respond effectively and effectively to customer queries using email, live chat, and social media. Customer support and customer engagement for the brands and e-commerce companies have been key differentiators. With that in mind, let ‘s look at some strategies to boost your customer service, customer service for e-commerce, and customer service for business.
1. BUILD A MULTICHANNEL STRATEGY:
Building a multi-channel strategy is essential in customer service, customer service for e-commerce, and customer service for business. Companies with a well-defined multi-channel customer experience have a better retention rate for their customers. Developing a multichannel approach means you need to learn and be there where your customers are, whether that’s Facebook, Instagram, WhatsApp, or Live Chat. When creating your contact channels, let your customers know that these channels will support them. You should aim at delivering a consistently high level of customer service across all of your channels. Your aim as an e-commerce company is to take customer service and make your customers happy.2. ENSURE CUSTOMERS DON’T HAVE TO REPEAT THEMSELVES:
The most frustrating aspect of customer service, customer service for e-commerce, and customer service for business is waiting for different representatives on hold repeating information. It’s probably happened to us all at one time or another and for both parties, it can be very frustrating and a waste of time. An important aspect of a good customer service experience is to ensure that customers do not have to repeat themselves or wait days for a response.3. TRACK YOUR CUSTOMER SATISFACTION SCORE:
In customer service, customer service for e-commerce, and customer service for business you need to track your customer satisfaction score. Measuring customer satisfaction will help you see whether or not the customer interaction was a successful one. There are many different methods, each with both pros and cons, but the Customer Satisfaction Score or CSAT for short is the most popular because of its simplicity. The CSAT is widely used by customer satisfaction surveys to assess consumer satisfaction with the product or service. Sometimes they contain the question “How happy were you with your experience today? ” on a scale of 1-10 or 1-5. Getting feedback from customers can give you invaluable insight into what works and what doesn’t.4. ENFORCE LIVE CHAT:
Live Chat allows an increase in sales with studies suggesting Live Chat can drive 3-5 times more conversions on your site. The instant messaging app enables consumers (in most cases) to get a response immediately rather than waiting for someone to respond to an email 24 hours or more. Rapid reaction times help increase customer service and loyalty. It is very convenient and less expensive than telephone support, as representatives of customer service can have multiple chats going at once. Enforce more live chats in customer service, customer service for e-commerce, and customer service for business to maximize your sales.5. UTILIZE HELP DESK SOFTWARE:
Getting the right software may be as important or more important as having the right staff or processes. Customer support tools like eDesk can be critical for attracting and keeping customers happy when used correctly. Utilization of help desk software is very much important in customer service, customer service for e-commerce, and customer service for business. Help desk software allows customer service representatives to effectively manage and respond to customer inquiries faster. It will integrate with your website’s social media channels and communication forms so everything is placed in one central place.6. MAKE USE OF SOCIAL MEDIA:
Customer service is increasing in popularity across social media. When customers are unable to communicate with you via telephone or Live Chat, they frequently switch to social media. Social media can be a place where customers can wind down their anger and express their complaints. This can also be a supportive tool where brand ambassadors will sing your praises while doing something good. Getting social media interaction with consumers helps you to connect directly, create relationships, and brand loyalty. Make use of social media to extend communication in customer service, customer service for e-commerce, and customer service for business.7. MAKE KEY INFORMATION AVAILABLE ONLINE:
Making key information available online is a key aspect of customer service, customer service for e-commerce, and customer service for business. When you’re considering making an online purchase, one of the most frustrating aspects is not being able to locate the details you want online. To avoid this scenario, ensure that your e-commerce website has a section on FAQs and a knowledge base that contains all the relevant information needed by the user. Exchange and return information for example should be easy to find. Having a knowledge base will not only help to reduce requests for customer support but they are also good for SEO creating a win-win situation.