Ecommerce customer service best practices
What’s your share of the $4 trillion the global online market is estimated to close at, in 2020? Whatever your share is, you are probably looking to grow more. Everyone is and the competition is thick. So, how can your eCommerce business stand out? With effective e-commerce customer service, that’s how.
95% of consumers say they will only become loyal to brands with great customer service. Are you giving your customers excellent care? In this article, we explore 10 e-commerce customer service best practices that will not only ensure you increase brand loyalty but revenues too.
Ecommerce customer service defined
Ecommerce customer service is the art of serving online business’ customers.
It factors everything from pre-sales, sales, and after-sale service.
Great ecommerce customer service is a must-have. Though a business may have a customer service in place, it has been discovered that having bad customer service is worse than not having it.
Additionally, surveys show that millennials are willing to pay 21% more to do business with a brand that excels at customer service.
So, how can your company provide great customer service?
10 e-commerce customer service best practices
1. Set-up right.
E-commerce has a lot of aspects to it. You have pre-order questions, fulfillment, canceling, tracking orders, issuing returns, and refunds. To do all this smoothly you need to be organized.
Even the greatest customer support teams fail miserably if things are disorganized.
Tools that help you keep everything in the same place ease the process of customer service and helps your team handle customer requests in an organized efficient manner.
2. Use the right tools
Get organized with a shared inbox. Ecommerce customers have multiple contact points with your brand. Bring order and help your customer service team cut the response time by nearly 50% by having a good helpdesk enabled CRM.
A good CRM tool is one that integrates with your store. It should be able to track your customer actions, from purchase, sales questions, contact info, and more. Some good tools include Freshdesk, Zendesk, Gorgias, Salesforce, Monday.com, and a host of others.
3. Meet your customers where they are
Meeting your customers where they are is key to satisfaction.
Customers have different preferences when it comes to contacting your business.
Meeting them where they are means that you should answer the customer call if they call in. Respond to their chat in a fast and efficient way if they chat. Reply to their email if they email you a request or respond to their requests through social media platforms.
4. Capitalize on fast response times
60% of customers expect to get a response within 1 hour while 30% expect a response in 15 minutes or less.
The survey shows that most companies are averaging 12hours in response time. Do you see the mismatch?
Fast response makes your customer feel important, that is enough to improve your response times. If you want to meet your customer’s expectations, then a fast response is a must.
Studies show that fast responses also generate higher revenue.
5. Provide self-service option
Imagine if you had to wait for Google Support to respond to your email or call, how long would it take to resolve your issue? Eternity maybe?
Self-service options give customers the chance to find solutions to their problems quickly. Rather than wait on hold or for an answer to their email 24 hours later. Using your company resources, they can look up the answer for themselves.
6. Use personalized canned responses
Canned responses are quick responses to common questions.
You can save these responses in templates available. You can use your customer service tool to save these responses.
Canned responses are important in cutting down your response times. They help your CS team to provide answers much more quickly because they don’t have to type out the answer every time, they answer the same question.
When improperly made or used, canned responses can be quite frustrating.
With well-tailored canned response templates, you can add just enough key detail to make the response customized. This helps you to not lose the personal touch.
7. Wow your customers
Delivering amazing customer service that wows your customer, creates an emotional connection. It’s on this basis that great customer relationships are built.
When you give your customers great experiences you communicate that you care.
That’s what customers really want– to know you care.
“Have them walk out the door thinking, ‘I have never had a better experience with a human being,’ and they will come back to buy your car.
– Warren Buffett”
To wow your customers means providing the most incredible service to anyone who encounters your business.
8. Provide proactive customer service
There are two types of customer service: Proactive or reactive. Reactive customer service is where you field questions and requests coming in from the customers while Proactive customer service is when you identify possible customer issues and resolve them before they become a problem.
Proactive customer service is important because it improves retention rates which in turn improves customer loyalty. This helps you save the costs of acquiring new customers as retained customers cost less than new customers. It gives you a competitive edge and helps you report issues to customers way ahead of time, which helps them to be better prepared.
It also reduces the number of support requests. Plus, you get to save your customer’s time.
Wouldn’t it be nice to always be one step ahead?
9. Encourage feedback
Collecting, analyzing, and implementing customer feedback is highly valuable for improving your business.
Customer feedback helps you know what you are doing right or wrong, as a business.
It’s an important resource in decision making. That’s why it’s important to encourage your customers to give feedback. There are many ways to get customer feedback. You can use customer feedback surveys, social media polls, analytics tools, and more.
It’s not always easy to get customers to give feedback, so you have to look for the easiest and most convenient way for them to do it. For example, no customer wants to take a 30 minutes feedback survey. That is too much time out of their already busy day. Short straight to the point easy to do feedback prompting is better. You can even reward your customers for taking a survey as Google does.
10. Measure and improve
“If you can’t measure it, you can’t improve it”
How would you know if you have lost weight if you don’t measure yourself? How would you know whether you are improving in class if you don’t check your scores? This applies to business as well. How do you know if you are offering the best customer service if you can’t measure it? The only way to know if your customer service is living up to customer expectations is to measure it.
Luckily, there are various predetermined “Key Performance Indicators (KPIs)” that measure customer service. Customer retention, Net Promoter Score (NPS), and Average resolution time are probably some of the most common customer service metrics.
Customer Retention KPI measures your business’s ability to retain its customers and generate additional revenue through them.
Net Promoter Score is a KPI that measures the rate at which your customers are recommending your company to others. It’s a good way to gauge how your customers feel about your product and customer service.
Average resolution time KPI is the total time taken to resolve customer tickets in each period divided by the total number of tickets resolved in that period.
Using these three metrics for starters can help you measure your customer service and be better placed to make improvement decisions.
Great ecommerce customer service is the way to go if you want your business to stand out from the crowd. Though you might invest a bit in having great customer service, the results more than pay for themselves.
But you should not break the bank as well. Here at Happy Customer Service, we provide you with quality outsourced chat, email, phone, and social media customer service at affordable prices, starting from $200 monthly. Our team of experienced professionals has worked with e-commerce brands all over the globe including Amazon and Shopify based businesses and are ready to provide your customers with professional customer services. You can sign up for a free trial here today.