How to Improve Customer Service on Your eCommerce Store?
Congratulations on starting your online eCommerce business, and since you are here you are one of those people who know the real value of having a top of line customer service. The eCommerce industry is growing rapidly over the last couple of years, which means that the competition is getting tougher and tougher.
When it comes to running a successful eCommerce business the only way to make a difference is by offering impressive customer service. Customers nowadays will select a store with great customer service that offers higher prices, instead of buying cheaper products from a website with poor customer service.
In today’s article, we will go through some of the ways you can improve your customer service.
1. Ask For Feedback
The best way to know how people feel about your products, website, or business, in general, is by asking them for feedback after they’ve made a purchase. That way you can easily identify problems in your eCommerce business that can improve the overall user experience.
Obviously, you cannot expect positive feedback from everyone. However, critics can help you improve your customer service.
2. Provide Information
People usually contact customer support when they don’t have enough information about your business or product or service that you offer. That’s why it is important to provide all the necessary information that people need before they make a purchase.
You can easily add a FAQ and good quality product description that will increase your conversion rates and improve your rating.
3. Add Your Contact Information
There isn’t anything more frustrating than having trouble finding a way to contact an eCommerce store. Unfortunately, many people don’t add enough contact information or ways that customers can reach them with questions.
The best way to improve your customer service is by having a 24/7 online chat, but you might think that is very expensive and you need to hire more people. Well, that’s not the case. If you run your eCommerce business on Shopify, you have a wide collection of apps that are specifically designed to improve your customer service.
You can add the HelpCenterApp that will enable you to have a 24/7 online chat system, as well as a ticketing system and other ways of communicating with your customers. This is a really nice way to make you reachable to everyone that has some kind of question. Click here to experience their live chat software.
4. Improve Your Customer Interactions
Improving customer service isn’t just about communicating with people. It is more about the quality of interaction. In other words, you need to develop the right skill set that can transform the people interested in your store into customers.
For example, you should identify common ground with your target audience or shared interest that will improve the way you communicate with them.
You should also reply to comments on social media pages, and don’t forget about your sense of humor. Even though you run a serious business, people will appreciate a good laugh.
5. Actively Listen to Your Customer
Most people are making the same mistake of going for a robotic/generic response to each customer with similar problems. Copy/pasting the solution to their problem sometimes isn’t enough. They want you to listen to them and engage in a different way.
Unfortunately, many business owners don’t even listen to their customers, which is a shame since their suggestions will lead to identifying problems that you couldn’t see.
These are some of the ways you can improve your customer service on your eCommerce store. It is important to understand that building a successful eCommerce store takes time and a lot of effort.
In order to gain people’s trust, you need to use all of the things we mentioned in this article, and after quite some time, you’ll be surprised by the number of loyal customers you attracted with your customer service.