As an online retailer, you face challenges. You have to sell your products by merely an image and description. There is an abundance of competition from the internet, and you have to ensure your store stands out. A great way to help your business grow and get your products out there is by offering high-quality customer service. How can you improve yours?
Flexible Shipping
When it comes to buying a product online, lots of potential customers can be swayed by the shipping. There are a few factors that go into this: the cost, the speed, and security. Your business needs to tick all these boxes. Offering tracking can ensure peace of mind, for both you and the customer. Make sure to update your customer when their order has been dispatched so they know when they should be receiving it.
Finding Touchpoints
Are you familiar with customer touchpoints? These are moments when a person comes into contact with your brand, before, during, or after a purchase. It’s not just seeing a product, or adding something to their basket. It’s reading social media posts, receiving emails, and contacting the company. Touchpoints will differ from brand to brand, and from person to person. To help find and improve yours – put yourself in the customer’s shoes. What kind of experience would you like them to have on your website?
Live Chat
It’s important to be available and responsive to your customers throughout a potential transaction. 69% of consumers want to talk with a company in real-time. Live chat software is becoming increasingly popular for online retailers. It offers real-time interaction and saves the hassle of being on the phone. This could be a worthy investment for your business.
Reviews
Customer reviews are vital to an online store. They can highlight your products to other customers, and give your listings a boost. 93% of customers said online reviews impact their buying decision. While your positive reviews are great, don’t ignore the negative ones. Take the time to respond to them. This helps represent your brand as open and keen to resolve issues.
Evaluating Services
To truly know what the customer experience is like, communicate with them. Create feedback forms and ask what you could do better. Great customer service is not a fixed spot, it’s something you can always be striving to improve. Just as online reviews are important, so is reviewing things with your team. Discuss solutions and ideas. You should create a culture where customers are key. This should be done no matter the size of your team.
Final words:
Offering online customer service is vital for your business to grow and succeed. Always be looking for ways you can improve it. What do you think is the most important part of customer service?
Frequently Asked Questions:
- What are the 3 most important qualities of customer service?
However, the most important 3 qualities of customer services are:
- Professionalism
- Patience
- Good attitude
Follow these guidelines to stay on the right track.
- What are the top 5 elements of customer service?
The top 5 elements of customer service are:
- Respect
- Understanding
- Listening
- Responding
- Serving
- What are the 6 key elements of service?
The 6 key elements of services are:
- Reliability
- Availability
- Simplicity
- Adaptation
- Anticipation
- Accountability
