In the world of online sales, keeping up with the latest e-commerce trends is essential to your company’s success. After all, if your customers see your competition going above and beyond, and you’re not keeping pace, you may lose out on their business. These days, consumers expect excellent customer service, and not just by phone. Corresponding through email, social media, and live chat is quickly becoming the new norm, so you may want to revamp your approach to e-commerce customer service to ensure ongoing customer satisfaction.
1. Offer Live Chat
Even if you’re not able to provide 24/7 live chat, just offering it during work hours goes a long way in making your customers feel more confident in and connected to your business. Consumers like to know that they can get in touch with someone quickly if they have questions or concerns, and sometimes a fast response means the difference between them converting or moving along. If you already offer customer service by phone and email, integrating a live chat feature shouldn’t be too difficult — it’s just another communication platform. There are plenty of software options on the market that make it easy to incorporate live chat into your website.
2. Make Your Return Policy Clear
A transparent, readily visible return policy makes life easier for everyone. If a customer isn’t satisfied with a purchase, the first thing they’re going to do is reach out to your customer service team. If you have a very clear return policy, you can reference that as needed to resolve the situation quickly. Additionally, making your return policy easy to find ensures that everyone is on the same page before a purchase happens, naturally helping to prevent future conflicts. You may want to make your return policy as straightforward as possible to encourage sales. For example, you could offer a full refund or equal exchange within 30 days of the purchase.
3. Use Customer Names
Referencing your customers by name creates a more personal, pleasant experience. Beyond that, it helps your customers to view your business as real human people, not just as a faceless company. This helps to create a more positive experience where both parties are willing to work with each other to find a resolution. Beyond using customer names, it’s important that you find your “voice” for customer service. Depending on the nature of your company, you could use punctuation and emoticons to create a more uplifting, non-robotic feel while interacting with customers online.
4. Respond to Social Media Posts
Innovating your customer service requires that you focus heavily on social media (if you aren’t already). In today’s largely digital world, many customers seek out social media pages before traditional websites or even phone numbers. If they have a problem, they may leave a comment in order to vent frustration. The opposite is true, too — social media is a great place to receive positive feedback and reviews that the public can see.
Responding to comments in a timely fashion shows that you care. You can attempt to resolve the situation publicly in the comments section, but you may want to ask people who comment on your page to message you directly to avoid sharing personal information. Simply engaging with your followers regularly helps to form deeper connections with your customer base, improving customer retention and loyalty.
Although e-commerce customer service is generally a bit stiff by nature — you’re generally limited just to text, after all — these simple steps should help you to better connect with your customers. You shouldn’t have any issues implementing these fairly easy changes; plus, upgrading your e-commerce customer service is a surprisingly budget-friendly endeavour. Some basic website upgrades and a few policy changes help every customer interaction to end with a smile.