eCommerce has revolutionized the way people purchase goods. With an online store, you can reach customers worldwide with just a few clicks of your mouse. This means that customer service is now more critical than ever before, especially when it comes to online shopping. It can be challenging to provide satisfactory customer service when your business is entirely online. But there are ways to do this right.
This article will teach you how to improve your customer service by taking these steps:
Have a Frequently Asked Questions Section
Make it easy for your customers to get the help they need by including an FAQ (frequently asked questions) section on your site. Most eCommerce stores should be able to get away without having an actual person answering phone calls and replying to emails because most of these items can easily be resolved via email or online chat. You do not want to leave any unanswered questions that could potentially lead to future problems, and this is why you should include an extensive FAQ section on your eCommerce store website. Be sure that you have all the basic questions, such as “What is your return policy?” and “How do I cancel an order?” in addition to unique inquiries that may only pertain to one product or service you offer.
Have a Phone Number You Can Be Reached At
Even though it can be more cost-effective not to have an actual person answering phone calls, some customers prefer this method of communication. If you can offer this option for customers who need assistance with their purchase (but only if they really need it), you should provide a phone number that can easily be reached during business hours.
Be Prompt With Your Replies
Suppose you hire customer service representatives throughout different time zones so that there is someone available around the clock. In that case, you should try your best to respond to customer questions as soon as possible. If there is someone available 24/7, then it will be easier for them to answer any inquiries they receive throughout the day quickly. Whatever time zone your reps are in, you want to aim for within one hour of receiving an email or phone call.
Make It Easy for Customers to Get in Touch With You
If customers do not find it easy to get in touch with you with their concerns, issues, or questions, they most likely will seek out the help they need elsewhere. This means that whatever method of communication you choose (email, phone calls, or live chat), make sure that it is prominently displayed on each page of your eCommerce store website so that customers can easily reach out to you.
Use Tools for Reducing Communication Barriers
Today, there are applications and computer software for people with hearing impairments to help them communicate with others. If you provide customer service through email or phone calls, this computer software can be used to make communication between you and your customers much easier. You can also take the time to learn sign language to communicate more effectively with people who do not hear via conventional means.
Treat All Customers the Same
Customers who make an effort to create a personal relationship with your staff by calling or emailing repeatedly are usually doing so because they have gotten to know your customer service reps and feel more comfortable reaching out to them for help. You should not punish these loyal customers or treat them differently from other customers. Even if a customer has an issue that seems to be a recurring one, you should still do your best to help them resolve it.
Take Precaution When Dealing With Difficult Customers
There will always be at least one demanding customer out there who will try to take advantage of every situation and will never be satisfied, no matter what you do for them. When you come across this type of customer (or even when dealing with someone like this on the phone), make sure that you stay calm and professional throughout the entire interaction. This way, despite how upset they get or how unreasonable their demands may seem, you will not lose your temper or say anything hurtful during the conversation.
Make the Shopping Process as Easy as Possible
When customers are shopping online, they should be able to find what it is they are looking for easily. If there is anything that may not be self-explanatory on your site, make sure you have an extensive FAQ section available so that customers can get the help they need before completing their purchase. Also, ensure that each product has accurate photos and detailed descriptions of precisely what you are selling so that every customer knows exactly what they are getting when they make a purchase with your company.
Customer service is all about creating client relationships and ensuring that your customers have a great experience with your eCommerce store. By using these tips to improve your online customer service, you can achieve this goal for most of your clients.
