In 2021, what does outstanding customer service entail? It entails being able to rapidly and effectively answer customer inquiries via email, Live Chat, and social media.
According to eConsultancy, these are the top six elements that add to a pleasant online consumer experience. Getting to the bottom of the issue as soon as possible. Solving the problem in a single interaction. Having a pleasant interaction with customer support professionals. If necessary, being able to follow up with the same person. The ability to record, print, and save a copy of a conversation.
Following up to make sure you’re satisfied is a good idea.
Customer Expectations are Increasing
Customer service expectations are continuing to rise. We live in an age of convenience, where we want everything right now! According to a recent HubSpot poll, 90 percent of customers consider a rapid response to be “extremely important” or “important.”For brands and eCommerce enterprises, customer service and the customer experience have become critical differentiators. Let’s look at some ideas to improve your eCommerce customer care for new and existing businesses with that in mind.
1. Create a multichannel marketing strategy
According to Aberdeen Group research, firms with a well-defined omnichannel customer experience have a 91 percent customer retention rate. Knowing where your users are on social media, whether it’s Facebook, Instagram, WhatsApp, or Live Chat, and being present there is vital to building a multichannel strategy.
When you’ve established your communication channels, let your clients know that you’ll be able to assist them through them. Across all of your channel channels, you should strive to give a consistently high level of customer support. As an eCommerce firm, your goal is to provide excellent customer service and make your customers happy.
2. Make certain that customers do not have to repeat themselves
According to HubSpot Research, sitting on hold or repeating information to different agents is the most frustrating component of seeking customer service help for 66% of us.
It’s likely occurred to all of us at some point, and it can be quite irritating and time-consuming for both parties.
A strong customer service experience includes ensuring that consumers do not have to repeat themselves or wait days for a response.
3. Keep an eye on your customer satisfaction rating.
You must measure something if you want to improve it. Customer satisfaction can be used to determine whether or not a customer encounter was successful.
4. Implement Live Chat
Studies show that having Live Chat on your site can result in 3-5 times more conversions. Customers can (in most situations) obtain a response right away rather than waiting 24 hours or more for someone to respond to an email using instant messaging software. Improved customer satisfaction and loyalty are aided by faster response times.
Customer service agents can have numerous chats open at the same time, making it more convenient and less expensive than phone assistance.
5. Invest in Help Desk Software
Having the proper software is just as critical as having the right staff and processes.
When implemented effectively, customer service technologies like eDesk can be critical in terms of retaining clients and keeping them satisfied.
Consumer support personnel can use help desk software to better manage and respond to customer inquiries.
It can connect to social networking networks and contact forms on your website, allowing you to keep everything in one place.
6. Utilize Social Media Customer service
social media is becoming increasingly popular. Customers will frequently turn to social media if they are unable to contact you by phone or Live Chat. And you have to be responsive… 42% of customers who contact businesses via social media want a response within 60 minutes!
Customers can use social media to vent their frustrations and complain. When you do something well or go above and beyond, it can also be a good platform where brand champions may voice your praises.
Using social media to interact with customers helps you to engage directly with them, create relationships, and increase brand loyalty.
7. Make Key Information Available Online
If you’re considering making an online purchase, one of the most aggravating things is not being able to find the information you need. To avoid this scenario, make sure your eCommerce website has a FAQ area as well as a knowledge base that contains all of the necessary information for the customer. A knowledge base will not only reduce customer support calls, but it will also aid with SEO, thus it’s a win-win situation.
8. Employ Seasonal Workers
For the majority of eCommerce businesses, the fourth quarter is the busiest time of the year. Higher sales increase overall returns and customer service. We’ve already discussed how proactive tactics like an online knowledge base and FAQ section can help reduce customer support.
Longer response times can result in lost sales and customers, so hire more people to keep up with the growing workload and retain your excellent customer satisfaction ratings.