Nowadays, you can buy nearly anything online at your fingertips. More and more businesses are going online so that you can easily find whatever you want on eCommerce platforms.
However, the buying process can’t be that simple without your customer service team. If your team is not ready to help customers with issues about products or services whenever they need, you will drive them to your competitors.
In this article, we’ll show you what eCommerce customer service is, its benefits and best practices for serving online shoppers. Let’s dive right in now!
Table of Contents
What is eCommerce customer service?
eCommerce customer service is the act of helping customers throughout the customer journey, across digital channels and platforms. It was born to make sure customers have the most enjoyable experience with the brand and get any customer problems solved quickly.
How does eCommerce customer service matter to your business?
Improve customer retention
Customer service is the key to retaining your customers. The statistics show that 86% of customers will return to your brand and pay more for a better customer experience.
Whatever the problems your customers face, they need customer service to help them deal with them immediately. The longer the time they spend waiting for your support, the bigger the chance they will leave your store.
Build customer’s trust and loyalty
Customer loyalty will drive people to keep coming back to your eCommerce store. To win customer loyalty, merchants should personalize the customer service experience. When an agent is talking and resolving customers in person or face-to-face, their attention will not be driven away by anything else. That will show your customers how important they mean to your company.
Merchants can use emails, personal messages, and online meetings to personalize their experience.
Besides, customer service is also a key to building customer trust in your brand. If merchants perform consistent customer service across all channels, you can easily win customer trust. Remember to reply to your customers’ questions as soon as possible, making them feel truly heard and valued.
4 eCommerce customer service best practices
You have understood what eCommerce customer service is. Now, let’s move on to the best practices that will help your online business build great customer service.
1. Multichannel customer support
The most important thing to improve your customer service is performing consistently across all channels. Merchants should use multi-channel app chat or customer relationship management systems. This will help you to do so by integrating all your social channels such as Facebook, website live chat. No matter where customers come from Facebook or website, you can easily answer them privately in just one chat box. It is much more easier and convenient than accessing all your channels one by one to reply customers’ messages
Make sure you are available to support your customer anytime, across all channels. Do not miss any messages on your channels. One missing message will make your customers leave your brand.
2. Make the process more friendly and faster
Merchants also need to process more friendly and faster to improve customer service. Only one simple mistake will drive your customer away forever. Macro, private notes, and assignment are great features to improve customer service. Macro is a quick, efficient way to send repeated sentences to many customers. Private note is the internal note that an agent leaves on a specific ticket to inform other agents about the message’s details. Assignment is a feature where you can assign messages to agents to give customers faster support.
Moreover, being friendly and kind to your customer while helping them is also critical. If any brands make them feel uncomfortable or disrespectful, customers will leave immediately.
3. Resolve customer’s pain in personal
There is no better way to improve customer service than personalizing the customer experience. By using customer relationship management systems, merchants will have all customers’ data next to the messages. They don’t have to search, wait, and analyze customer data because it is already shown on their screen. Agents will have enough information to support customers.
Also, these systems will provide merchants with customers’ email addresses, and phone numbers so that merchants can perform individual support to customers.
4. Research and follow up with customers after the problem has been solved
After you have solved customers’ problems, it’s important to know how satisfied your customer is. You can ask a simple question such as “How do you feel about our service? Or What can we do to please you?”. But, if you want to have more insights, you need to do a survey and get primary data to start researching.
Also, you can follow up to ensure the issue is fully resolved. By doing so, you will fulfill your responsibility to customers and make them feel how important they are to your business.
Kick off your customer support revolution now
To make your online business succeed, you need to invest in the customer service team, and continuously improve the performance. By doing so, the customer service team helps you win trust, loyalty, most of all, retain customers.
Besides, NestDesk can help you make your customer service great to scale your business. With NestDesk, you will not miss any messages by integrating all sale channels in one place, also it will help you improve customer service internal processes to boost the efficiency of your teamwork.
It’s time to kick off your customer service revolution! Let’s try NestDesk app for free now.
