The digital native considers technology a vital part of their lives. Answering questions, solving problems, and buying items are done on devices to get instant satisfaction. The online shopping industry has grown at an accelerated pace as a result. Statista projects that the global online market will reach $4 trillion in 2020. U.S. digital buyers numbered 263 million in 2019. By 2024, 282.7 million people will shop online. Online commerce services has become the norm for all kinds of products, and online marketplaces are seeing record-breaking numbers. Around the world, Amazon is visited by over 206 million people every month. The online battle for consumer attention is evident in all of these numbers. However, how can businesses become more competitive? Ecommerce customer service is the short answer.
Customer Service In E-Commerce: What Is It?
The goal of e-commerce customer service is to help customers make a purchase decision or resolve an issue efficiently and effectively across multiple channels and platforms. E-commerce companies cannot be successful without good customer service. Microsoft data shows that customer service plays a significant role in building brand loyalty for 95% of consumers. Having a customer service department is not enough. An incompetent service department will do more harm than good. When it comes to the quality of service, there is a significant discrepancy between company and customer perception, with 80 percent of business owners believing they provide exceptional service while only 8 percent of customers believe it.
Customer expectations have skyrocketed in recent years. Even though there are fewer problems in customer service today than ever before, customers complain more about it than ever before. Recent research suggests that Millennials are willing to pay 21% more for outstanding customer service from companies.
Seven Best Practices For E-Commerce Customer Service
The buyer landscape is changing, so companies must adapt. Providing excellent customer service is key to establishing a successful business. You can turn your business around by creating stellar customer service.
The following are seven ways to step up your e-commerce customer service.
- Organize Yourself
The organization is one of the most important aspects of a successful customer service department.
Without organization, things would easily fall apart, even if the process and the team are effective. By monitoring customer conversations and providing collaboration tools to your team, you ensure that everyone is on the same page (so nothing slips through the cracks).
You will be able to resolve customer requests in an organized, efficient manner by using a central inbox, saved replies for repeat questions, and collision detection.
- Learn To Know Your Customers On Their Terms.
There is no such thing as one size fits all in e-commerce. Personalized service makes customers feel special. Businesses must interact with their customers today to form meaningful, long-term relationships.
To meet your ever-evolving expectations and habits mean embracing Me-commerce. Customers may still prefer to speak with a customer service agent, while others may prefer live chat or email, while others may prefer to tweet you. The Forrester Group reports that 31% of customers have contacted a company via Twitter, 33% have used Facebook to contact companies, and 45% have used an online chat service.
Multitasking has become a reality for most of us. According to Microsoft data, 66% of consumers contact customer service via two-three different channels. Over half of companies say that providing a seamless experience across multiple channels is their most critical customer experience issue.
Consequently, you should serve your customers via their preferred means of communication. Multichannel customer service is the only way to meet and exceed client expectations.
- Provide Self-Service
Customer self-service is underrated as a good form of e-commerce customer service. Most Americans prefer automated self-service for simple customer service tasks, including online and mobile apps. In addition, 77% of consumers currently use a self-service support portal. According to Forrester, knowledge bases are the most preferred self-service channel. Knowledge bases allow you to create and publish answers for customers, drastically reducing customer support volumes.
When something is too complicated for them, they will likely give up. Customers are unconsciously looking for the path of least resistance.
Rather than focusing on customer satisfaction, we have focused on customer effort since a low effort experience is a better predictor of customer loyalty. Associating customer retention directly with customer service has been a paradigm-shifting change for all of us at our company. We are identifying ways to reduce customer effort across the board. An instant response lives chat tool like Help Scout’s Beacon, which surfaces immediate responses, is ideal for companies during peak periods or when customers seek prompt assistance. You’ll be able to increase your sales when preparing for busy sales seasons by helping customers solve their problems.
- Make Your Business Stand Out Using Personalization.
When customers seek professional advice, they may prefer a personalized approach and not just a quick answer to a simple question.
E-commerce customer service extends far beyond tracking packages and issuing refunds, says Rachel Thaw, customer experience, and logistics manager at Andie Swim. For customers to have the best experience, agents must guide them to make the right purchase.
Accenture reports that 33% of customers who terminated a relationship did so due to a lack of personalization. Generally speaking, consumers expect personalized service, and a Segment report found that 71% were frustrated by impersonal service. Leadership distinguishes itself from other online businesses by offering a personalized, knowledgeable service.
- Utilize Customer Reviews To Your Advantage
Consumers are better equipped today than ever to make informed choices. The customer wants to hear other customers’ opinions about the product or service. Reviews are among the most crucial factors in purchasing decisions, and improving customer satisfaction can be achieved through them.
Consumers view brands more favorably if they proactively solicit and accept feedback. More than half of people around the globe say that companies must respond to customer feedback.
The DB Method’s Head of Customer Experience, Laura Marciano, says the main impact of using Yotpo for customer reviews was on their growth. As well as being valuable social proof, customer reviews also give the customer service team a better understanding of the customer journey. Marciano finds that negative reviews of The DB Method are an invaluable teaching tool. The implementation of Yotpo has changed our shipping flows and customer experiences. A customer complained about the notifications during ordering (they didn’t realize their package was on its way, didn’t receive a tracking number). This feedback led us to change our email provider, making the whole process much faster.
- We Have Improved Response Times.
Speed and convenience are the keys to e-commerce. They expect quick response and prompt responses when shopping online. The number one frustration with customer service is “lack of speed,” according to Statista.
Different channels are not enough to let customers contact your customer service team. Having the right balance between speed and convenience is the key to a high-performing team.
A fully multichannel customer service strategy becomes fully functional when you can serve customers across different channels with a consistent level of quality.
- Optimize, Measure, Repeat
It is essential for service organizations to keep improving processes based on data and always remain proactive in resolving customer problems. Track your busiest hours, evaluate the volume of your team by channel, and observe the topics that are popular among your audience. The first step toward improving customer service is establishing a process to track performance. This system will serve as a guide for future decisions.
Your E-Commerce Business Depends On Excellent Customer Service.
Customer service becomes increasingly crucial to thriving in a competitive e-commerce landscape as shoppers’ expectations for the ideal online shopping experience rise. Introducing these highly effective customer services best practices and reinventing the online buying journey will yield dividends across multiple measures. Having a customer retention program that boosts the lifetime value of current customers while attracting new ones is imperative to any business.