How to Improve Customer Service in E-Commerce
The world of e-commerce is ever-expanding. There are no signs of e-commerce slowing down, and with people shopping more often on their smartphones and while on the go, fewer people are visiting the high streets for their goods and services.
The beauty of e-commerce is that it is an easy business venture for the everyday person to explore. You do not have to have the extortionate running costs of running a brick and mortar store, and neither do you necessarily need to hire an army of employees. You could, for instance, set up shop in your home office instead.
There is one constant in business though, and that is offering impeccable customer service. Millennials and younger generations expect a personalized and attentive service online. They are less trusting when it comes to spending their money, and for an e-commerce store to tick all their boxes, they need to forget about their corporate nature and, instead, focus on a more human approach.
If you run an e-commerce store or are thinking of setting up shop, the following guide is going to highlight ways to improve customer service in e-commerce.
Analyze your existing data
Data is your best friend. By analyzing the data you have collected on your customers, you can garner a better understanding of what makes them tick. You can gather data by speaking to your customers directly through surveys, or you can look at the data you already have stored. If you work and write in SQL, then SQLBot can offer quick and easy-to-use SQL reporting in Slack.
By reading such data, you can gain immediate insight into customer trends, meaning you can offer a better and more personalized service. You can also use the data to create a buyer persona if you do not have one already.
Offer live chat
We live in a world where we want an instant response and answer to our queries. However, the younger generation would rather speak through the internet than pick up the phone. This is where live chat comes into play.
Live chat supports offers the following benefits:
- Reduced expenses
- Improved customer service and loyalty
- A faster problem resolution
- Added convenience to customers
- Expanded market reach
To make life easier on your customer service team, you can also install pre-written messages. While it is still vital to offer human customer services, such responses such as “Hello,” “Goodbye” and “How can I help you today?” can be crucial time savers. What’s more, you can review customer transcripts to see if there is room for improvement.
Otherwise known as Frequently Asked Questions, FAQs can save your customer service team a lot of time and resources. Plus, customers will be able to seek the answer to their questions much more easily, saving them time while also offering an extra layer of persuasion. If there is less confusion when buying a product or service, they are more likely to make a purchase. For certain businesses, an FAQ is also an opportunity for SEO – but that’s another story.