A satisfied customer is the best business strategy of all. — Michael LeBoeuf
Perfect customer service and support in e-commerce are crucial for any business. To stand out from the competitors, your brand needs to answer all customers’ questions, reduce their doubts, and build enough trust to convince buyers to click on the right button and purchase.
Flawless user experience will turn your first-time customer into a regular one by establishing customer loyalty and creating lasting relationships with your brand. Unlike physical shops, online stores don’t have assistants who are ready to help customers and answer all their questions right away.
E-commerce businesses should go to great lengths to interact with buyers and meet their needs at every stage. If UX is not top-notch, you’ll find it challenging converting interest into revenue. The support you offer can either make a difference in your business’s success or ruin your brand’s image at one stroke.
So if your e-commerce customer service leaves a lot to be desired, keep on reading to learn how to turn around the failing customer support strategy using e-commerce outsourcing.
Why Customer Support is So Important for E-commerce
According to Zendesk, 78% of respondents believe that a brand’s reputation for customer care is significant. Today, every online buyer can leave their feedback on products or services on different social media platforms in a matter of seconds. Just by one blog post or short tweet, they can build or destroy a company’s image in an extremely short amount of time.
Customer service has a huge impact on whether your clients share a positive or negative review of your business. In fact, 75% of respondents say that they will return to a brand with excellent customer service and 56% will recommend it to their family and friends. Microsoft’s statistic shows that 96% of customers pay attention to provided customer service as an important factor in their choice of loyalty to a company.
An effective customer service strategy is a must if you want your e-commerce business to grow. The Walker study found that CE (customer experience) will overtake price and product as the key brand differentiator by 2020.
Let’s have a look at 6 best practices that will help you provide effective customer support with the help of e-commerce outsourcing at every stage of a customer journey.
6 Practices for Providing Incredible Customer Service
Improving your customer service doesn’t need to be complicated, but it can be difficult to decide which practice to use and how to implement it in the best possible way. We’ve made a list of the most effective steps you should make to enhance your customer service strategy. Also, you’ll find out how e-commerce outsourcing companies can help you put all these practices into action.
Create a multichannel strategy
In the past, businesses used a single phone support line to service their customers. And while this channel of communication is perfectly acceptable today, it’s not enough. Modern customers expect to get in touch with a brand in a way that works best for them. Days, when they have no other options but only one communication channel, are gone. Thus, if you want to provide first-class customer support, you should implement a multichannel strategy.
According to research conducted by Aberdeen Group, businesses with extremely strong multichannel customer engagement retain 89% of their customers. Adding more channels has a huge influence on the customer satisfaction rate. Thus, making communication with your brand more convenient for your customers is worth extra efforts from your part.
Are your customers use Facebook or WhatsApp? Do they prefer a live chat over email and phone calls? When e-commerce business can’t determine the channel to use for customer service, it’ll be financially squeezed. Hence, you should find out what channels works best for your clients.
But what’s more important, providing your customers with omnichannel customer service is not the end. You should make sure that you deliver quality support across all the offered channels. Otherwise, it’ll be a total waste of time. If your goal is to provide top-quality customer support without working 50+ hours per week, it’s the right time to outsource e-commerce customer service. Here at Wow24-7, we offer scalable 24/7 support and use the most effective channels to suit your customers’ needs in the best way.
Make the most of live chat
If you’re running an e-commerce business, then you must know how significant live chat is for your website. Forrester’s survey shows that 44% of respondents consider live chat as one of the most important features a website could offer. It helps them communicate with a customer’s service representative who can answer all their questions and guide them during their purchase journey.
Users may leave your website if they experience trouble with purchasing. But with live chat, they can easily reach you and get their questions answered as soon as possible. If you already have this tool on your site, always check its history from time to time to evaluate how effective your chatting with customers have been. Outsourcing e-commerce customer care to Wow24-7, you’ll get effective live chat support implementation as well as regular reports on all interactions with your customers.
Provide personalized support
Every customer is unique, and they want to be treated accordingly. The statistic shows that more than 70% of American shoppers expect personalization from online businesses.
E-commerce has an advantage over physical stores as it can deliver a specific experience to every single client. Personalization includes targeted advertisements, customized landing pages, emails with special offers based on customer’s shopping behaviour, and other methods.
As all activities happen online, it’s possible to track and analyze customer shopping behaviour. That means once a customer contacts for support, the agent will already have access to data about the customer, including purchase history. This allows the support representatives to provide a more personalized experience to each of your customers.
Stay connected 24/7
Fast response time is key to customer satisfaction. While live chat has the benefits of getting the problem solved right away, phone calls remain highly-demanded channel of communication. At the end of the day, there is nothing more engaging for a customer than a live conversation with a real brand representative.
And here is when 24/7 e-commerce call centre outsourcing provider can come in handy. In fact, outsourcing in e-commerce will help you provide your clients with valuable assistance any time it’s needed. Experts at Wow24-7 are ready to meet your customers’ needs in any time zone.
Help your customers help themselves
As eConsultancy claims, more than 50% of customers prefer to find solutions to their issues by themselves. In order to stay ahead of competitors, your company should make it easier for users to find the information they need.
This is where having detailed product descriptions and an accurate FAQ page on the website becomes extremely helpful. Besides, this frees your customer support to handle more complicated issues instead of answering the same questions all over again.
As your business is growing, you may have enough to cover all the tasks your business needs to operate. Today, you are free to outsource e-commerce development as well as data entry and content moderation to keep your website as informative and user-friendly as possible.
Measure customer satisfaction
The best way of enhancing your customer service and marketing strategy is through measuring your customer satisfaction rate. The easiest method is to ask customers to complete a survey about how they evaluate the customer service they received. Also, you can send a follow-up email asking them to their experience or leave a product or service review.
Top-notch customer service is an essential part of every successful e-commerce company. If the quality of your service needs to be improved, or if you just want to take it to the next level, you can use these steps to achieve your goal.
But if you need expertise that is outside your knowledge base, have no time for all these tasks or have limited resources, turn to e-commerce outsourcing services provider for professional help.
Here at Wow24-7, we specialize in e-commerce full outsourcing and know how to develop the most effective strategy which will help you improve customer experience and earn excellent customer service reputation.