Improve the experience in your ecommerce through good practices in your customer service.
In the digital age of business, the zero moment of truth in your ecommerce is a process that can last a matter of seconds. With the new subscription models, customers can easily and quickly decide to change their usual consumption routine in one click.To ensure that a customer is recurring and loyal to your business, you must make a good impression on them every time they make the decision to buy from your store and make sure that the entire value chain is the same or better than the first time they bought from you.Positive experiences lead to positive reviews and referrals and satisfied customers, but the time to sell is only the beginning. As of today, it is essential to offer optimal quality both at the time of pre-purchase and post-purchase to your customers.
It is very common to make the mistake of offering an exceptional browsing experience through your online store and, hardly, having efficient logistics for shipping the products sold or a very questionable quality of customer service.
In fact, poor customer service is the number one reason customers switch brands, with 67% of that loss avoidable if the customer’s problem could be resolved at first contact. So how can we fix the problem?
Artificial intelligence systems and self-service technologies like the FAQ on your website offer a quick solution to streamline customer interactions. However, it is not sufficient to cope with increasingly complex requests. In addition, the need for contact with a real person is a fact that is increasingly demanded by consumers since they relate, in many cases, bad experiences with virtual assistants or automated bots.
Consequently, the average cost of a live customer interaction has increased by 38% since 2009. Given the importance of the increasing complexity of agent-managed requests, it is very important for e-commerce companies to optimize department resources. customer service.
It is essential to implement the following 5 good practices to improve the customer service experience in your ecommerce:
- Offers multi-channel support and assistance tools
Keep your activity active on social networks to receive information from your customers and, in case they need help or are unhappy with your service, ask them why. Angry customers like to be heard and understood. Update the FAQ section on your website with updated requests and provide a phone number on your website if possible. In many cases, one phone call can be much more effective than multiple email exchanges. You can activate a click to call service with Livebeep on your website or offer a call request form if the customer prefers to be contacted.
- Share information and be transparent
If the shipment of orders is delayed for reasons of the transport agency, report the incident and apologize. When the website fails for technical reasons, please report it and apologize. You made a mistake in preparing an order and you sent a different product, call the customer and apologize. The client will be understanding and will appreciate your sincerity.
- Implement incident management tools
It uses incident management software to keep track of each client’s queries and includes updates in the database. You can have the information organized and classified to easily identify the needs of your customers. All the information you collect may be used to improve the experience of your online store.
- Offer recurring training to your customer service team and optimize their workspace
They are the ones who offer direct contact with your customers and should be the ones who best handle all the relevant information of your company. From time to time, you should remind them of good company practice and motivate them in their work. You must not forget that listening to the frustrations of others is a very tiring and emotionally poorly compensated job, so it is highly recommended to offer them an optimal and relaxed work space.
- Verify with the customer that the problem was resolved
Once the customer’s problem is resolved, it is essential to verify that everything is correct. You can contact by email or by phone and confirm it personally. Thus, your customers will receive good news from your customer service and they will see that you care about them. It would be an unpleasant situation if you unilaterally report that their problem was resolved and it turns out that it is not. So it is always advisable to ask before.
At Livebeep we try to spread that every second that you are in contact with your client, is a positive and quality interaction.