Why customer service is important
According to the Microsoft State of Global Service Report, 61% of consumers rate customer service as “very important.” In 2021, it is expected that customer service will crush the price and product as the main point of brand differentiation.
A great customer experience will help build trust and encourage repeat purchases. However, a poor customer experience can lead to lost sales, reputation damage, and negative online reviews.
Globally, 60% of consumers say they have stopped shopping with a brand because of a bad customer experience. This number rises to 68% for those aged 18-34.
It’s estimated that it costs five times more to attract new customers than it does to keep them, so keeping existing customers happy is critical if you want to be successful long-term.
E-commerce customer service
E-commerce is one of the most difficult industries to operate in, but Amazon is the company that always offers e-commerce to customers.
Amazon is the largest customer service company in the world and focuses on satisfying its customers from day one. In 2019, Amazon won dozens of customer satisfaction awards, including the GlobalData Best Retailer award.
Like Amazon, customer service should be at the heart of your e-commerce strategy.
The key to a great customer experience in 2021
What does great customer service mean in 2021? This means being able to answer customer questions effectively and efficiently using email, live chat and social media.
According to eConsultancy, these are the top six factors that improve the online customer experience.
Rising Customer Expectations
Customer expectations for customer service continue to grow. We live in an age where we want everything and we want it right away!
According to a recent HubSpot survey, 90% of customers rate direct feedback as “important” or “very important.”
Customer service and customer experience has become a differentiator for brands and e-commerce businesses.
With that in mind, let’s look at some steps to improve your e-commerce customer service for new and existing businesses.
- Create a multi-channel plan
A study by Aberdeen Group found that companies with a well-defined omnichannel customer experience had a 91% customer retention rate.
Creating a multi-channel strategy means knowing where your customers are, be it Facebook, Instagram, WhatsApp or Live Chat, and being there.
After you establish your contact channels, let your customers know that you can help them through these channels. You should strive to provide a high level of customer service across all your channels.
Your goal as an e-commerce business is to provide customer service to your customers and make them happy.
- Make sure customers don’t repeat themselves
According to HubSpot Research, 66% of us believe that the most frustrating part of getting help from customer service is waiting or repeating tasks market.
This can happen to all of us at one time or another and it can be frustrating and time-consuming for both parties.
Ensuring that customers don’t have to repeat themselves or wait days for a response is an important part of a good customer service experience.
3. Track Your Customer Satisfaction Score
If you want to improve, you need to measure it.
Measuring customer satisfaction will help you see whether your relationship with the customer was successful or not.
There are many different methods, each with advantages and disadvantages, but the most popular because of its simplicity is the customer satisfaction score or CSAT for short.
Customer satisfaction surveys often use the CSAT to measure customer satisfaction with the product or service. They often include the question “Are you satisfied with your experience today?” and suggest a scale of 1 to 10 or 1 to 5.
Getting customer feedback can give you valuable insight into what works and what doesn’t.
- Implement Live Chat
Live chat helps increase sales with studies suggesting that live chat on your site can drive 3-5x more conversions.
Instant messaging allows customers (in most cases) to get an immediate response instead of waiting 24 hours or more for someone to respond to an email. Fast response times help improve customer satisfaction and loyalty.
It’s better and cheaper than phone support because customer representatives can have multiple conversations at the same time.
5 . Use support software
Having the right software can be just as important, if not more, than having the right game or system.
When used properly, customer service tools like eDesk can be vital to customer loyalty and satisfaction.
Help desk software enables customer service representatives to better handle customer inquiries and respond to them more quickly.
It can integrate with social media platforms and contact forms on your website, so everything is stored in one central place.
6. Leverage social media
Customer service through social media is growing in popularity. When customers can’t reach you via phone or live chat, they often turn to social media.
And you have to react… 42% of people who contact companies through social networks expect a response within 60 minutes!
Social media can be a place where customers can express their anger and complaints. However, it can also be a great way where brand advocates can sing your praises when you do things right or go above and beyond.
Interacting with customers through social media allows you to communicate directly, build relationships and build brand trust.
- Make key information available online
If you are considering buying something online, one of the most frustrating things is not being able to find the information you need online.
To avoid this situation, make sure that your e-commerce website has a FAQ section and a knowledge base with all the important information that customers need. For example, information about changes and returns should be easy to find.
Having a knowledge base will not only help reduce customer support requests, but it’s also good for SEO, so it’s a win-win.
- Hire employees
The fourth quarter is the busiest time of the year for many e-commerce retailers.
More sales equals more returns and customer support. We have already highlighted the need to take proactive measures to minimize customer support, such as the online knowledge base and FAQ section.
Long response times can mean lost sales and potential customers, so consider hiring additional staff to handle increased workloads and increase your customer satisfaction.
You can find reliable e-commerce customer support staff among other e-commerce talent on FreeeUp.
To grow your e-commerce business, you need to retain existing customers and attract new ones by providing a consistent customer experience. Sam Walton once said, “The goal as a business is to have customer service that is not only the best, but legendary.”
We hope this article has given you some ideas you can implement in your business to improve your e-commerce customer service.