eCommerce Customer Service: Ultimate Guide (2021)

Stellar eCommerce customer service is vital to earn customers’ confidence and boost repeated purchases. Studies show that almost 60% of the buyers stopped online purchases due to poor response from the customer service. The majority of them are millennials.

Moreover, creating new customers is even more difficult and expensive than retaining the existing customers satisfied.

This guide intends to provide you with some useful tips to improve your eCommerce customer service to take your business to success by better customer retention.

What is eCommerce customer service?

Ecommerce customer is of paramount importance when it comes to maintaining the success of any online business. In fact, well-formulated customer services strategies take the new and existing businesses a long way in reaching the customers.

Tips to improve your eCommerce customer service

1. Come up with a multichannel Strategy

Businesses, nowadays, ensure omnichannel presence in order to take their products to their customers. Similarly, customers should be able to reach you whenever or wherever they want through emails or chat. Most of the buyers also tend to check the review on their phone rather than calling and waiting in a queue.

Hence, it is important to implement multichannel eCommerce customer service for the convenience of your customers. Create an app for your online store to pave the way for better communication even through social media.

2. Implement Live Chat

Instant connection with your customers is possible by implementing live chat. Faster responses help to improve customer satisfaction and loyalty. Also, providing prompt response builds customer trust among the customers and drives more conversions.

3. Support the customer’s journey

Every touchpoint that a customer makes is a part of their journey. Try to be with them at every step of the way to reduce their incoming queries and thereby increasing customer satisfaction. For example, you can provide better product images or size charts right from the beginning when they check your products.

4. Ensure vital information online

Having an FAQ section and a knowledge base accessible by the customers. Thus, providing all the vital information that is relevant to the customer decreases the number of incoming customer queries. In addition, it is also good for SEO, promotes your products, and attracts customers who are looking for specific information.

5. Ask for feedback

With the emergence of social media, a large percentage of the customers have started relying on social proof. Therefore, encourage your customers to leave a review or share your experience to give them a happy ending. It helps to build your in front of the potential customers when they look for reviews and ratings before purchase. Genuine reviews also allow you to make adjustments to your operations in a way that pleases the customers.

An effective feedback system and active interaction with your customers improve your visibility and ranking, thereby giving you an edge over your competitors.

6. Accept criticisms and praises alike

Excellent customer service means continuous feedback from customers, both negative and positive. Negative feedback can give you a platform to listen to your customer’s voice and learn to improve and optimize.

Wrapping up

Thus, building an effective eCommerce customer service system and active interaction with your customers improve your visibility and ranking, thereby giving you an edge over your competitors.

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