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  • Writer's pictureSsemujju Lewis E

5 Ways To Improve Online Customer Experience

Offering buyers an excellent customer service experience makes you a lion in the game.

The feeling and the environment a customer finds when they come to a store for shopping determines whether the buyer is more likely to return.

Did you know that 53% of shoppers say that they have stopped buying from an online store because of a bad experience or that a competitor offered a better one?

Excellent service makes the customer happy, satisfied and amazed at how they were handled. Such wonderful customer service and experience keep customers coming for continuous support/ purchases, thus resulting in more sales.

Customer service experience refers to how a brand communicates with its clients at every step during the customer’s journey. As competition evolves, you must find strategies to make customers shop from you repeatedly.

Sales can be improved dramatically by boosting the customer service experience.

Tips On How To Increase Your eCommerce Customer Service Experience

1. Go Mobile

Improve access and activity with your store by designing an application that your shoppers and customers can access remotely. The application is meant to serve as an easier-to-access and easier-to-use platform. In addition, it is supposed to make the whole experience smoother for your shoppers.

You can survey your shoppers and determine their feelings about using an application. Then, offer incentives for those who participate, like discounts and free delivery, to increase the number of responses.

2. Connect personally

Customize and personalize the interaction with a specific client. Emails that are not personalized are ignored by clients most time. Because people have a lot of work at hand and are busy, people read only what has been directed to them or a message meant to be theirs. And one of the easiest ways of letting a customer know that the news is theirs is by personalizing it.

3. Do some cross-selling

Some products complement each other. Offer your customers tips on which products work so well together. You can tie people to your online store and become regular customers by offering valuable discounts and complementary products.

It would help if you watched the frequency of your sharing messages. You don't want to bombard your customers with news and chase them away.

4. Reduce Abandoned Carts

Your customers and shoppers will experience some hardships when visiting your site.

Did you know in general as many as 88% of online shopping carts were abandoned across all industries worldwide?

You ought to figure out the hiccups and shortcomings causing your customers to abandon their carts, address them and ensure smooth experiences for new purchases.

5. Give Your Customers Choices

Over the last two years, the contactless business has gotten more popular. So instead, avail your customers of various modes of payment, from which they can choose what they want to use.

Furthermore, explore home delivery options to reduce the frequency of contact with customers. Home deliveries are very comfortable for purchasers.

Using Monkeypesa Customer Support Software

Monkeypesa is a customer support software catering to multiple arms of your business - from sales marketing, automation and customer support. With the spirit of helping small and medium enterprises grow and thrive in business, Monkeypesa is a user-friendly tool. The pricing, features, analytics, easy to interpret dashboard simplifies the users.

MonkeyPesa Features:

  • Team collaboration

  • 360-degree view of customers

  • Live chat software

  • Ticket routing

  • API

  • Automation

  • Community forums

  • Self-service portal

  • Insights, analytics and reports

  • Human Resources and payroll

  • Live Chat

  • Bulk SMS and email management

Monkeypesa has a live-chat portal allowing customers to interact with a customer service agent from the company's website. Clients use this chat-enabled service to reach out to the company for inquiries. The service is pertinent for businesses and companies relying heavily on their websites for traffic and customers.

It is important to note that clients do not want to be stranded waiting for replies. Therefore, employ a large team or use multiple software such as chatbots to automate chat interactions. Live chat software enables agents to solve customer issues in real time and from wherever they already are. Furthermore, it makes the process comfortable as it is instant and doesn't need a physical meeting. Here, the reps can catch issues instantly during the conversation.

Email management is another crucial aspect of MonkeyPesa customer support software. Email interactions are notorious for being slow, exceptionally if few monitoring agents and a high volume of emails daily. Customers may need a response faster than some email service strategies can provide, especially when the conversation requires more than an initial email and a reply.

Any capable customer service team should possess a central and accessible knowledge base to simplify simple inquiries. MonkeyPesa lets you build a knowledge base backed up by well-written articles for customers to peruse through searching for answers. Without the pieces, there is no knowledge base. A knowledge base is the end product of collecting and organizing that information into a usable form. This feeds directly into the self-service portal. This is the ultimate test for your customer support. This section contains an FAQ (Frequently Asked Questions) database and a knowledge base containing other information like product specs and case studies. Customers can easily comb through these and find answers to the queries of those before them.

Social Media is a very relevant tool for sales and marketing today. Every passing day, there is a new social media channel your clients, and prospects sign up for. MonkeyPesa provides a centralized location for all your social media interactions — tweets, posts, reels, videos, comments, replies, and Direct Messages. Accessible Communication is a giant step toward maintaining good relationships with clients. Strong relationships generate more sales and support, improve client satisfaction, and reduce business expenses.

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