This post may have affiliate links.
Ecommerce stores know that their enterprises live and die on their ability to provide their customers with exceptional service. If they don’t manage it, they could fall out of favour rapidly.
That’s where this post can help. It’s a sort of guide, designed to help stores improve their customer service and make their patrons happier, even if they are relatively new to the industry.
High quality, affordable web content writing service
100% original and unique content
Website copywriting
Blog writing
Article writing
SEO writing
How Are Top E-Commerce Stores Boosting Customer Service?
Here’s what you should know:
Using AI Chatbots
Using AI chatbots is a massively important change in the way e-commerce stores do customer service. These virtual assistants support customers instantly by answering queries and other frequently asked questions, along with guiding them through shopping and even processing orders. They are available 24/7 and bring down response times while keeping your customers supported around the clock without overloading human support teams.
Most businesses use them as part of their internal triage systems. That means that they get customers to use the bots first and then forward them to a human rep if the problem is challenging to solve.
However, some systems are becoming intelligent enough to solve problems by themselves. Banking apps already heavily rely on these, but they could also be coming to online retailers.
Leveraging Omnichannel Support
Ecommerce companies are also offering omnichannel support, another game-changer. These services meet their customers where they are, with support across email and phone to live chat and social media.
An omnichannel approach guarantees that customers can reach out through the channel of their choice and receive consistent, high-quality service. Integration across channels makes for seamless transitions so customers don’t have to repeat their concerns when switching platforms.
Companies often use dashboards to manage all these communications, regardless of channel. For instance, you could have a firm that receives emails, texts, and Whatsapp messages from its customers, but they all go to a central platform with response functionality integrated (so agents don’t have to keep switching between services).
Scaling Personalisation
There’s also a movement towards bespoke offerings. Personalised service is no longer a nicety; it’s an assumed part of business for many customers interested in shopping with high-profile brands.
Therefore, ecommerce stores have been using customer data to customise experiences with recommended products that reflect browsing history, while personalised emails follow up purchases. These approaches can help to ensure customer loyalty. Through the help of advanced analytics and CRM tools, stores may anticipate needs and provide very relevant solutions that will feel bespoke in nature.
Scaled personalisation is another area prone to disruption by AI. Intelligent systems could potentially read the minds of customers and offer them items that are closer to what they want.
Improving Self-Service Options
Self-service options are another way ecommerce stores are boosting their customer service and all-around capabilities. Providing adequate self-service options, ecommerce companies enable many customers to try solving problems themselves, thus making them faster and more convenient.
FAQs, knowledge bases, video tutorials, and community forums let customers serve themselves fast, bypassing wait times altogether. Not only does this benefit customers’ overall experience, but these services will allow the support team more availability for complex issues at hand.
Using Social Media Support Tools
Related to this last point, many companies are using social media-related support tools. These provide them with more channels for interacting with customers and meeting their needs faster.
What’s nice about social media is that it lets ecommerce stores make quick public responses. Everyone can see the result of customer service interactions (if they take place on public forums). Furthermore, many customers view social media as “the internet,” so providing services here can also be helpful for capturing customers who don’t like to go elsewhere.
Social media support tools are a kind of social proof. They prove your brand is willing to engage the public and help them with the problems they face.
Improving Packaging
Another avenue ecommerce stores are going down is making improvements to their packaging. Increasing its user-friendliness means that it can better serve their needs and do what they want it to do.
Numerous companies are offering advanced solutions in places like Australia and more globally. Packee is one such example, known for its third-party options that provide consumers with a more pleasant experience while protecting products inside.
Improving packaging is challenging in-house. But, usually, there are other options that you can use that don’t require massive internal investment to enhance the consumer experience.
Prioritising Easy Returns
Prioritising easy returns is another way to impress customers and get more of them to use your brand. If you can make it simple for them to ship products back to you, it can foster confidence and ensure that you have the best of all worlds.
Yes, returns are expensive. But they are also worth investing in. Most customers will remember the positive experience they had with you and decide to shop with you again (hopefully holding onto their products the next time).
Of course, if you have people who constantly send items back to you, you can refuse to ship them. These individuals may take advantage of you, but it is your prerogative.
Training Your Support Team
Ecommerce stores can also train their support team to offer better customer service. Having people on board who understand the issues and know how to deal with them is often a godsend and saves so much time.
Ideally, you want to start training with soft skills. Teaching agents about the value of empathy can help a great deal.
You also want them to be efficient. Ideally, you would resolve issues within the first phone call. It’s not always possible, but if you can bump up this number, customers will appreciate it and begin using it.
Training could also include things like de-escalation and understanding why customers act the way they do.
So there you have it: some of the ways ecommerce stores are boosting customer service. Mostly, it boils down to improving their technology and making their services more customisable. That seems to be the secret to satisfying customers and encouraging them to buy more.
Are you ready to create Something Spectacular?
Here, at Moss51 Art & Design, we specialise in SEO content writing for your business website or blogs. Your blogs and website pages need to look nice with well-written content to attract customers and search engines. Let’s talk.
We specialise in writing trustworthy website content for web pages and blogs.
I hope you enjoyed reading this article. Did you find the information on this post useful? Leave your comments below.
Print and share this article friendly; you are free to use and reproduce it, just please attribute Moss51 Art & Design as the original author, and link back to this post!
