Follow These Customer Service Tips to Grow Your eCommerce Business!
TeleworkPH
Published: November 6, 2020
We’ve seen a boom in the eCommerce industry in the past few years and its role has also become more important during these trying times. The COVID-19 pandemic has made eCommerce grow to what it is today. However, to catch up with the demand of consumers, you need to create an excellent customer service structure. Fortunately, we’re sharing with you several customer service tips to help your eCommerce business grow.
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10 Customer Service Tips to Help Grow your eCommerce Business
1. Have an Omnichannel Presence
While having a presence on multiple channels may work some time ago, nowadays, it’s all about the omnichannel experience. The omnichannel method provides a holistic experience for your customers. As an eCommerce business, having an omnichannel strategy can help you engage with your customers at the right place and time. You can also communicate with your customers in a synergized way by integrating all of your customer service channels.
2. Provide 24/7 Customer Support
Providing 24/7 customer support is a must for every business that’s serious about taking care of their customers. Since we live in an always-on nature, your customers should be able to reach you for their issues or concerns no matter what time of day. The most ideal channels which you can apply 24/7 customer support are live chat and phone support.
3. Seamless Communication Channel Structure
In connection to having 24/7 customer support, it’s also important to have a unified communication structure among your channels. Sometimes, customers get in touch through multiple channels. You might already solve their query via social media but there also might be an unresolved issue via email by the same person. So, integrate your communication channels to avoid confusion and redundancy.
4. Website Optimized for UX
The eCommerce industry is becoming more competitive as more online shops emerge. To stand out, you need an eCommerce website optimized for UX (user experience). A website optimized for UX has a lot of factors. It should be easy to navigate, loads quickly, and has a pleasing design. The goal is to make the shopping experience of your customers easier and hassle-free.
5. Mobile-Friendly Online Shop
We live in a mobile-first culture today. With over 3 billion smartphone users worldwide, having a mobile-friendly online shop has become a necessity. Whether you intend to build a mobile app or a website that’s mobile-optimized for your eCommerce business, make sure to follow the rules of the UX application.
6. Detailed and Precise Product Descriptions
For product-centric eCommerce businesses, accurate product descriptions should be consistently practiced. From the customer’s point of view, a product description that doesn’t match the actual product can come across as a fake item. Customers will think that you’re trying to fool them, and this can severely damage the reputation of your business. Instead, write product descriptions that are detailed and accurate. This can not only gain the trust of your customers but boost your rankings in the search engines as well.
7. Provide Order Statuses and Updates
Providing order statuses and updates is also a vital part of running an eCommerce business. Updating your customers on the status of their orders sends trust to your business. This reflects an image to your customers that you’re reliable and honest when doing business. Coordinate with your web or app developer to display these order updates to your online store.
8. Create How-to Guides
While it’s important that you always have your 24/7 customer support channel, not all customers want to directly seek help. Providing an alternative way to help these customers is ideal. Allow your customers to solve their issues by creating self-help or how-to guides such as blogs, FAQs, tutorial videos, etc. These types of content can also be used for marketing purposes.
9. Create Promotions That Resonate with Customers
When creating marketing promotions, put your customers and their buying journey first. As an eCommerce business owner, you should remember to make promotions at every point of the customer buying journey. Speaking your customer’s language during each step of the buying journey will help you resonate with them and form an emotional bond. At the end of the day, your customer’s experience will determine whether or not they’ll stay with your business.
10. Observe Customer Feedback on Social Media
The advent of social media has paved the way for customers to talk about their purchase experiences. It can either be a negative or a positive experience. But most of the time, they don’t send feedback directly to your channels. You can get social listening tools to reach and address them properly. These social listening tools notify whenever someone on social media mentions your brand. This way, you can easily find out who’s talking about your business and answer their feedback.
Outsource Your Customer Service Needs
It’s undeniable that an excellent customer service structure can grow your business and boost profits. The above mentioned are just a few tips to help you establish your customer service efforts. However, for a winning customer service unit that won’t break the bank, outsourcing is the way to go. Outsourcing is not only a cost-efficient way to build an excellent customer service team, but it can also streamline your business processes. Outsource your customer service needs to Telework PH to scale up your eCommerce business.
