There’s no denying that great online customer service is a game-changer in the e-commerce world where success can be largely attributed to presentation. Since much of the experience and most of the transactions happen on a digital interface, brands compete with each other by polishing their online stores in a way that would make it visually inviting to shoppers.
Fuss-free usability could go miles, but what could truly make your site stand out is excellent assistance and modern support channels.
You probably have your e-commerce site equipped with the necessary tools and best practices, so bolster it further by following these customer service tips:
1. Multichannel your support
Live chat support is essential for entrepreneurs online, so if you have yet to place an instant messaging platform on your site, you’re denying customers a complete retail experience. Aside from chat support, you should have other channels ready to accept queries and deliver assistance. Address the varying preferences of your modern customers by also being available via phone, email, or SMS.
2. Be present on social platforms
Social media, your source of market insights, can double as a social customer service platform. In fact, 78% of customers sees social networks as the next tier for online customer service, according to data gathered by Desk.com. Additional findings say that 88% of customers will have qualms about doing business with a brand that ignores complaints sent through social channels.
3. Have a self-support center
Live chat is a great way to give instant solutions, but a readily available knowledge base, like an FAQ page, where customers can find answers on their own would be a convenient feature to add. With this, agents could focus on more complicated cases while customers won’t have to wait for a reply regarding common or easy questions.
4. Be lightning fast
The most advanced multi-channeled support system would only be rendered useless if it doesn’t deliver timely responses. People have high expectations for speed in live chat and social media in particular, so be ready to give speedy solutions on every customer service channel that your e-commerce site has.
Web-based or not, most businesses today owe much of their success to exceptional customer service. What other customer service tips can you give to online retailers? Let’s discuss them here.