Tips On How To Increase Your eCommerce Customer Service Experience
Updated: Apr 19
Offering an excellent customer service experience to buyers 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 come back or not.
The bright welcome and goodwill you portray to customers to help them find services make them reconsider shopping with you. A salesperson who helps a customer find their best products while factoring in their budget and allows customers to address any queries in the selling process usually wins more sales and the hearts of customers. Excellent service leaves the customer feeling 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 of the way during the customer’s journey. As competition continues to evolve, you need to find strategies to make customers shop from you again and again.
Sales can be improved dramatically by boosting the customer service experience.
Tips On How To Increase Your eCommerce Customer Service Experience
1. Promote customer retention
Research by HBR shows that improving customer retention rate by 5% boosts profits by 25%. Therefore, customer retention is an essential aspect of the survival of organizations. Business people who understand the value of Customer retention always strive hard to ensure that their customers get the best experience to keep them as their existing buyers.
Essential action points to help you grow your customer retention rate;
Give gifts to your customers like capes, umbrellas and more.
Send out appreciation messages and emails to your customers after shopping.
Put in place a referral program that offers benefits to potential existing buyers and new customers.
Give loyalty points to customers after making purchases.
2. Be organized
To have a successful and outstanding customer service experience, you must organize your entire business. If you lack a team that is highly organized, then things will keep flopping. Being organized involves maintaining and following up on customer interactions and helping couples find tools that can enable cooperation so that teams can keep working together and be on the same page.
Being empowered helps customer service teams address customers' concerns in a manner that is efficient, structured and highly effective, which promotes a good customer experience for your e-commerce business.
3. Customize client experience
Customization is now the thing. Therefore, what is not personalized is not given attention. Emails that are not personalized are ignored by clients most times. Because people have a lot of work at hand and are busy, people read only what has directed them or a message that is meant to be theirs. And one of the easiest ways of letting a customer know that the news is theirs is by personalizing it.
You have to customize a customers’ journey depending on the variables. You can use recommendation engines to get personalized product recommendations. You can find suggestions based on location, shopping and browsing history.
Additionally, you can use exit-intent pop-ups, abandoned cart messages and discounts to excellent your customers and improve their experience.
4. Meet clients on their terms
A personalized approach to a customer makes them feel unique. And as a business owner, you have to interact with your clients so that you can get to know more about them and better your relationship. In addition, every single day, customers' demands, expectations and habits change. This means that you have to keep engaging them to find what their new needs are.
Customers love to approach and contact businesses in different ways. While some prefer using Twitter, Instagram, Facebook, live chat, e-mails and LinkedIn, others prefer making direct calls to speak to a customer service representative. This means that you have to communicate with your customers through their preferred communication channels to meet their needs and build a more significant customer service experience for your e-commerce business.
5. Surprise your clients
By nature, most people love to be surprised, which is one way of growing and improving the customer service experience. You can bring in surprises in a customers’ purchasing process to excite them and enhance their experience with your business. One of the most recommended ways of surprising your clients could be; offering them free shipping or an incentive to complete the purchase and inform them during the checkout process. This motivates a customer to continuously support your products again and again and also bring in more referrals.
6. Enable self-service
To promote good customer service for your e-commerce business, ensure self-service. Most consumers prefer automated self-service, for instance, using websites and mobile apps to run simple customer service tasks. In addition, the research puts it that 77% of customers have used self-service support portals. They prefer the Knowledge base to create and publish answers for customers to decrease customer support volume.
Giving customers the power to do certain things for themselves empowers them and improves their experience with your business.
7. Provide an omnichannel customer experience
If many people know your company, you have customers present in several regions and social internet channels. The presence of your customers all over the internet requires you to ensure that you deliver a successful omnichannel customer experience.
Omnichannel presence helps to harvest more conversions. It is also advisable to make your contact details and email address available on your website page all the time. This becomes easy for website visitors who would like to contact you directly or send an email message.
Additionally, you can add a live chat on your website for customers—this aids you communicate with customers in real-time, 24/7. Chatbots have been invented and could do their best to ensure full-time availability. Therefore you have to avail chatbots for your customer service function to ensure general time availability. Chatbots also automate responses for FAQs.
8. Build a community of fans
Having a community of fans is one of the most significant measures that can help you improve the customer service experience for e-commerce companies and businesses. A community could mean several or groups of people who are ready to stay and support your products. Everything you do represents and stands for your brand; for instance, community people will advocate for your products if your brand is good. The most commonly used platforms for building social communities are majorly two: social media and emails. This also makes it easy to have peoples’ thoughts from the different channels by simply asking customers to leave reviews, ratings and comments.
9. Use content marketing to build an impactful strategy
Content marketing helps your brand get known all over, which allows you to get more conversions into sales given an excellent customer experience. In addition, content marketing helps customers address their most significant challenges through video or image demonstrations. Therefore you can include blog posts, tips, interviews, videos, GIFs and animations in your marketing content about the products and the services you sell and how customers can use them to address their biggest challenges.
This attracts more sales but also gives customers a feeling of having a great experience. You can plan what to include in your content marketing by trying it out on the content calendar.
10. Engage the customers’ through social media
Social media channels allow e-commerce brands to project their unique brand voice. You can find a social media manager to help you run your social media accounts and respond to people's queries and comments. Ensure that each question is answered satisfactorily.
Respond to all questions positively, whether on Facebook, Instagram, Twitter or LinkedIn. Be mindful of the language you have to use, especially when responding to some of the negative comments from the audience. Ensure that your reply is not causing more harm but rather solving a problem.
You currently realize that customers are excited by the good products that businesses offer them an excellent service. As a business owner, you can keep ahead of your competition by providing exceptional services coupled with good customer care. That will help you to get more customers and referrals and be able to retain them as well. Good customer care is essential for the growth of your e-commerce business and can be offered through several avenues.