eCommerce Customer Service
As a budding eCommerce seller, it’s crucial to have a well-rounded strategy that encompasses all aspects of running an online store. While you may be focused on purchasing inventory, creating an online store, and implementing a marketing strategy, one vital aspect that is often overlooked is customer service.
eCommerce customer service involves handling product queries, processing returns and shipments in a timely manner, and keeping customers updated on shipping times. These services are typically provided through various channels such as phone, email, live chat, and helpdesk software. Smaller online stores may start with less labor-intensive methods like chatbots before scaling up their customer service team as their budget allows.
Successful online stores prioritize customer service by incorporating live chat and other eCommerce customer service software into their websites. This not only reduces the manual workload but also ensures excellent customer service is at the core of their business. But why is customer service so important, and how can you improve yours? Let’s delve into the details.
Importance of eCommerce Customer Service
Customer service plays a significant role in the success of your eCommerce store. Consider the following statistics:
- 90% of Americans factor in customer service when deciding whether or not to shop at an online store.
- Businesses that prioritize better customer service can grow their revenues between 4% and 8% above their market.
- 89% of customers are more likely to make repeat purchases after a successful customer service experience.
- 83% of consumers feel more loyalty towards companies that respond to and resolve complaints.
- 72% of customers will share a positive customer experience with six other people.
These statistics highlight the importance of customer service in building a successful eCommerce business. Here are some key reasons why customer service is crucial:
Increased Social Proof
Social proof, such as reviews, testimonials, and word-of-mouth recommendations, is crucial for building trust with potential customers. Positive customer service experiences lead to more satisfied customers, who are more likely to leave positive reviews. These reviews act as social proof and can attract new customers to your store, leading to increased revenue.
Increased Repeat Customers
Repeat customers are the backbone of any business. While many businesses focus on acquiring new customers through deals and rewards, repeat customers contribute significantly to sales. Providing great customer service ensures that customers have a positive experience, increasing the likelihood of them returning to your store for future purchases.
Increased Revenue
Improving your customer service solutions can directly impact your revenue. Positive customer service experiences lead to increased customer satisfaction, which, in turn, can result in higher prices for your products. According to research, 68% of consumers are willing to spend more on products from a brand known for its excellent customer support.
Avoiding Bad Publicity
Reputation is crucial for any brand, and poor customer service can lead to reputational damage. Negative posts on social media can quickly go viral, damaging your brand’s image and making it challenging to regain customer trust. By providing excellent customer service, you can avoid negative publicity and maintain a positive reputation.
Types of eCommerce Customer Support Channels
To provide effective customer service, it’s essential to utilize various support channels. Here are some common types of eCommerce customer support channels and their benefits:
Phone Support
Phone support allows customers to speak directly with a member of the customer service team. This channel is ideal for complex queries that may be challenging to explain via live chat or email. However, phone support can be labor-intensive and often requires a dedicated customer service team, making it more suitable for larger eCommerce stores with a higher budget.
Self-Service Support
Self-service support allows customers to find the information they need without the need for direct customer support. This can be achieved through knowledge bases, FAQs sections, and tutorial articles and videos. Self-service support reduces the need for a large customer service team and saves time by addressing common queries. However, it may not be suitable for more complex queries that require personalized assistance.
Helpdesk
A customer service helpdesk, such as eDesk, combines various support channels into one platform. This allows for centralized customer interactions, making it easier for the customer service team to manage and respond to queries. Helpdesk software often includes features like ticketing systems, live chat, and order information, streamlining the customer service process and improving efficiency.
Email is a common customer support channel that provides customers with the opportunity to communicate their queries and concerns. Email support allows for more in-depth responses and gives the customer service team time to investigate and provide comprehensive answers. However, email support may require a larger team and can be more time-consuming to manage compared to other channels.
Live Chat and Chatbots
Live chat and chatbots offer real-time customer support through instant messaging. Live chat allows customers to communicate directly with a customer service representative, while chatbots use AI and machine learning to provide automated responses to common queries. Both channels can be effective in reducing response times and improving customer engagement. However, it is recommended to combine chatbots with other support channels to ensure all queries are handled appropriately.
Social Media Platforms
Social media platforms are increasingly becoming a popular way for customers to interact with brands. Offering customer support through social media allows for direct communication and can be convenient for customers. However, it is essential to have a system in place to manage and track customer interactions across different social media platforms.
How to Improve eCommerce Customer Service
To improve your eCommerce customer service, consider the following strategies:
Centralize Multichannel Customer Support
Centralizing customer support from different channels can streamline the process and improve efficiency. By using a platform like eDesk, you can consolidate all customer communications into one dashboard, making it easier for your customer service team to manage and respond to queries from various channels.
Improve Response Times
Response times are crucial in providing excellent customer service. Aim to respond to customer queries as quickly as possible to ensure customer satisfaction. Automation tools, such as those offered by eDesk, can help improve response times by automating manual tasks and providing template responses for common queries.
Streamline Customer Service Processes
Streamlining customer service processes can help improve efficiency and ensure a consistent customer experience. Using tools like eDesk, you can automate repetitive tasks, track customer interactions, and collaborate with your team to resolve queries more effectively.
Utilize Customer Service Insights
Customer service data provides valuable insights into your customers’ needs and preferences. Use this data to inform your customer service strategy and identify areas for improvement. Analyze customer feedback, reviews, and order history to understand customer behavior and tailor your approach accordingly.
Reward Loyal Customers
Rewarding loyal customers can help foster brand loyalty and encourage repeat purchases. Consider implementing a customer loyalty program that offers incentives such as free shipping, discounts, or exclusive offers to reward customers for their continued support.
Speak Your Customers’ Language
If you cater to a global audience, consider offering auto-translate features in your live chat or customer service software. This ensures that customers who speak different languages can communicate with your customer service team effectively.
Key Areas for eCommerce Teams to Work on in 2023
To stay ahead in the eCommerce industry, focus on the following areas in 2023:
Increasing Average Order Value
Increasing the average order value can significantly impact your revenue. Encourage customers to add more items to their shopping carts by offering incentives such as free shipping for orders over a certain amount or bundle deals. Utilize live chat prompts to nudge customers towards adding extra products to their carts.
Increasing eCommerce Conversion Rates
Improving your eCommerce conversion rates is vital for driving sales. Utilize social proof, such as reviews and testimonials, to build trust with potential customers. Personalize the digital experience by tailoring your communication to individual customers’ needs and preferences. Implement self-service tools and live chat features to reduce friction and improve the overall shopping experience.
In conclusion, eCommerce customer service plays a crucial role in the success of your online store. By prioritizing customer service and implementing effective strategies, you can increase customer satisfaction, boost revenues, and build a loyal customer base. Utilize customer service software like eDesk to streamline your processes, improve response times, and gain valuable insights into your customers’ needs. With a strong focus on customer service, you can differentiate your brand and thrive in the competitive eCommerce landscape of 2023.
