Digital technology has become an integral part of everyone’s lives and has led to eCommerce not only becoming increasingly popular, but easier to start. Many online entrepreneurs overlook many factors when running their eCommerce business, with customer service being notable.
Even when it’s considered, it’s easy to feel as though it’s too complicated to tackle. Figuring out how to improve your eCommerce customer service is vital to growing your business, however. Customers want to be treated well, no matter whether they buy online or in person.
If treated poorly, they’re not going to come back. When you nail your customer service, however, you can rest assured you’ll see more repeat business. There are several ways to do this.
How To Improve Your eCommerce Customer Service: 3 Best Practices
1. Add Live Chat
Potential customers will inevitably have questions. These could be related to deliveries, product quality, materials, and many other aspects of your product. Many of these could come before they buy it. If customers aren’t able to get answers to these questions, they’re unlikely to buy.
Implementing a live chat function on your site lets them get answers to these questions in real-time, increasing your chances of a sale. You can have an employee do this manually or even automate most of the process.
You can also have a Whatsapp that you add which is purely for business. There are many ways now that you can have two WhatsApps on one phone so you can still have it for personal use on your device too.
Customers don’t like feeling like they’re simply a sale. If they feel like you only want to take their money, they’re not likely to buy from you. Personalising the customer experience is an effective way of doing so while building a relationship with customers.
You can do this in more than a few ways. Implementing data collection measures lets you store cookies related to employees, which then lets you target them in increasingly personal ways. Email and social media marketing let you enhance this.
The more you personalise your customer experience, the better customers will feel about your company. In time, you’ll see increased brand loyalty and repeat sales. Remember to keep this information secure as you collect it.
3. Improve Response Time
eCommerce revolves around speed and response times. These don’t only mean how fast your website loads and responds to search engines. You’ll also need to focus on how fast you respond to customers. Live chat, as mentioned above, is an effective way of responding in seconds.
There are more than a few other ways you can address this. Having someone responsible for answering phone calls and responding to emails is recommended. They can even respond to social media comments and messages.
With the use of technology at your fingertips, responding to customers quickly should be a breeze.
How To Improve Your eCommerce Customer Service: Wrapping Up
Figuring out how to improve your eCommerce customer service doesn’t need to be difficult. By implementing a few particular strategies, you’ll have a much better customer experience in no time. You’ll start seeing more and more repeat business in time.
It could even help with your branding and bring in new customers. There’s no reason not to improve your customer service.
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