How to Provide Stellar Customer Service on Your Ecommerce Website

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When shopping online, most of the time, people do not have a personal interaction with a salesperson. As a result, many customers get frustrated each time they encounter issues on your site or buy your products.

Also, many online businesses provide subpar customer service. This is evident in the slow loading website, delayed responses, and a complicated checkout process. In case you are unaware, 3 out of 5 customers will not pursue buying from your online store due to poor customer service.

In this post, we will explore how you can provide your customers with a stellar service through your e-commerce site:

Be proactive

According to a study by eConsultancy, 83% of users almost need help when buying from your e-commerce website. And you can generate a sale depending on how you treat your customers.

Meaning, customers will stop coming back if you provide them with an unsatisfactory experience. Offering excellent customer service is all about anticipating and resolving potential problems. Providing your prospects with proactive support is one of the best ways to enhance your customer service experience.

Doing so helps you build your customer’s trust in your brand and promotes retention. It also allows you to reach out to your customers and make their journey with your brand positive experience.

Set up your customer support team

When you provide customer support, you should be focusing less on the process, and instead more on your customers. It would be ideal if your customer service team should mirror your e-commerce business and what it stands for.

Setting up a customer support team for your business is vital, and it allows you to gain and keep your customers.

The right training, tools, and a system to follow helps empower your customer support team. It also helps stream your business operations and processes.

Provide self-service options

Another way to provide answers to your customers is through self-service features. Such tools allow them to find solutions to their problems. It also saves a lot of time on their end, as they don’t have to make a formal inquiry. One great example of this is offering a knowledge base.

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Usually, this is a section on your site that provides service and other supporting documents. Most of these discuss the most common roadblocks a lot of users face.

Customers could review this information first before reaching out to your customer service team.

Implement a live chat support

Offering a live chat feature on your site helps you boost your sales and drive 3-5x more conversions. This instant messaging software allows users to get answers in an instant—no need to wait for at least 24 hours until someone replies to their query.

 

Quicker response times for your brand enhances customer satisfaction and brand loyalty in the long run. This is a lot more convenient for your customers and less expensive than offering phone support.

Use customer service tools

No matter how big or small your business is, using the right customer service tools can significantly impact your e-commerce business. Most of these tools work to automate support functions and broaden the bandwidth of your customer service team.

For instance, using a ticketing system allows you to manage customer inquiries better. This gives customer representatives an idea of what they need to work on and ensures that they do not overlook any cases.

Provide many contact options

Before, most businesses aren’t as prompt in providing many contact options. But this has changed over time, as more and more people expect several ways to contact a company.

Businesses are now offering customers through various channels to meet growing customer demands. This includes email, live chat, phone support, and social media. Also, the more support channels that you add to your business, the more you’ll enhance your customers’ satisfaction.

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Meanwhile, you risk losing your customers if you don’t know the support channels you’ll offer them. Thus, it would be ideal to include them on your Contact Us page.

Track your Customer Satisfaction Score

If you want to continue improving your efforts, then you must measure it. Measuring the customer satisfaction score lets you know whether your customer interactions are successful or not.

One of the most popular methods used is Customer Satisfaction Score or CSAT. It often includes questions that ask customers how satisfied they are with a service or brand, and as you ask them to rank it from a scale of 1-5, or 1-10.

Depending on your goals, here are two other ways to measure customer satisfaction:

  1. Customer Effort Score (CES): Ideal if you want to calculate how easy it is for your customers to complete a transaction.
  2. Net Promoter Score (NPS): Ideal if you want to know how likely a customer will recommend your business or products.

Final Thoughts

Excellent customer service is essential to your business success. It keeps customers happy, making sure that they are satisfied with the purchase they made. It also encourages them to continue buying from your business, turning them into loyal customers over time.

Jake Rheude
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