The natives of the digital age consider technology a part of their everyday lives. When it comes to solving problems, finding answers, or shopping, customers use technology to get instant gratification.
The Web has resulted in an explosive growth of online shopping. Globally, the online market will reach $4 trillion by 2020, says Statista.
263 million Americans bought digital goods in 2019. Experts predict that online purchases will reach 282.7 million by 2024.
These days, it is unlikely there are any products or products that do not have an online presence, with online marketplaces experiencing record sales. The number of people visiting Amazon each month across the globe exceeds 206 million.
Consumers now spend the most time online, according to these statistics. However, how can businesses improve their competitiveness? E-commerce customer service is the short answer.
How Can E-Commerce Customers Be Helped?
The company’s customer service team assists customers through their online purchase decisions to issue resolution – keeping the customer experience seamless across all channels and platforms.
It is not simply nice to have e-commerce customer service in this digital age, but rather a requirement to succeed. Approximately 95% of consumers value excellent customer service in maintaining loyalty to a brand.
However, having a customer service department isn’t adequate. There is no substitute for poor customer service. Several differences exist between business perceptions and consumer perceptions of customer service. For example, 80% of businesses believe they provide great service, and only 8% of customers think the same.
Customer expectations have skyrocketed in recent years. The number of problems with customer service may be decreasing, but consumers are more apt to complain about it now than ever before.
Millennials are willing to pay 21% more for products and services from companies that excel at customer service.
Seven Best Practices For Customer Service In E-Commerce
The buyer landscape is changing, so companies must adapt. Customer service is a vital part of any business as it builds relationships and trust with customers. You can change how your company does business by delivering stellar customer service.
These are seven tips for improving customer service in e-commerce.
Organization Is Key
Customer service departments need an organized approach to succeed.
The best process and the best team might not matter if there is no organization. Monitoring your customers’ conversations and providing your team with collaborative tools will keep everyone on the same page (so nothing slips through the cracks).
Sharing inboxes of frequently asked questions and collision detection enables your customer service team to respond efficiently.
Take Advantage Of Customer Preferences.
E-commerce isn’t a one-size-fits-all industry. The customer expects a personalized approach that makes them feel special. Organizations today need to interact with their customers to build relationships.
By adopting “E-commerce,” a company can meet its customers’ fast-paced and increasingly sophisticated expectations and needs. Many customers still prefer to call customer service when they have questions, while some prefer live chat or email, while others merely want to tweet you.
Approximately 31% of customers report contacting companies via Twitter, 33% have done it through Facebook, and 45% have used online chat.
It has become commonplace to juggle devices to accomplish tasks. According to research, 66% of consumers have contacted customer service on more than three different channels. So it is not surprising that more than half of companies consider providing a seamless customer experience across multiple channels their top priority. You must serve customers through the communication channel they prefer. To meet and exceed customers’ expectations, you need to set up a cohesive multi-channel customer service strategy.
The self-service tactic is underrated when it comes to good E-commerce customer service. In the United States, more than 60% of consumers prefer self-service options, including websites and smartphone apps. More importantly, 77% of consumers use self-service support portals. According to Forrester, knowledge bases are popular with customers. Knowledge bases make it easy for you to publish answers to questions and reduce customer support by 20 percent or more.
The best course of action is the most attractive to customers, so if it is hard, they will leave. Rather than customer satisfaction, concentrate on customer effort because lazy customers tend to be more loyal. Linking customer retention with customer support is a great way to improve customer retention. To identify ways to minimize customer effort across the organization.
When companies use live chat tools to provide instant answers, they can stay on top of the high volume or peak customer service periods. Any step to assist customers in finding answers during busy sales seasons will increase sales. Utilize personalization to make your business stand out from the crowd. Customer questions are not always straightforward, and sometimes they require personal attention and expert advice.
Accenture estimates that 33% of customers who abandoned a business relationship did so because of poor personalization. The average consumer expects a specialized approach, and 71% of respondents cited impersonal service as their biggest complaint in a Segment survey. Differentiating leaders from other online businesses are introducing personalized, knowledgeable services.
The Power Of Customer Reviews
Nowadays, it’s easier than ever for customers to make informed decisions. All consumers want to hear what other customers think about products and services. In addition to being an essential part of purchasing decisions, customer reviews provide valuable information about how the company treats its customers.
Seventy-seven percent of consumers are more likely to view brands favorably if they proactively seek out and accept customer feedback. Additionally, 52% of respondents believe that companies should respond to feedback provided by their customers.
The reviews of customers are not only powerful social proof but also provide customer service teams with a better understanding of the buyer’s journey.
Improve Response time
Speed and convenience are the hallmarks of online shopping. When shopping online, customers expect a prompt response and quick responses. Statista estimates that 12% of Americans think customer service is slow because of a lack of speed.
Customer service representatives should be available via different channels, but that is insufficient. Speed and convenience are key ingredients to a successful team. Once your multichannel customer service strategy is fully operational in a short timeframe, your multichannel customer service strategy will be fully operational.
Measuring, Optimizing, Repeating
There are no hard and fast rules when it comes to customer service. To solve customer problems, companies must continuously improve data-driven processes.
Monitoring your team’s productivity by channel, tracking peaks inactivity, and tracking customer trends are just a few ways monitoring and optimizing results can improve results. Establishing a performance tracking system will help you make future decisions, thereby improving your chances of providing excellent customer service.
A Successful E-Commerce Business Relies Heavily On Customer Service.
The increasing expectations of customers for the ideal online shopping experience mean a high level of customer service is crucial to business success in this competitive environment.
Re-inventing online shopping and incorporating a few of these principles has several benefits. Your customer retention and lifetime value will increase and gain new customers, which is crucial to your industry.