Have you ever utilized customer service channels that did not satisfy you? What were your thoughts while using it? What kind of experience did you get from it? Were you upset? Did you want to stop the transaction? Or did you want them to improve?
Waiting in today’s time is just a no-no. People want things in an instant. They want things to be easy, hence, the technology. E-commerce is probably the best thing that came with technology. It has been growing steadily in the past years and will probably not stop. With its improvement every single day like free delivery, deals, discounts, and same-day shipping, people are just more drawn to it.
People rely heavily on digital technology. Using their gadget, they book hotels, reserve a table in a restaurant, order fast food, and buy their needs and necessities, and many more.
This is why for e-Commerce business owners, creating different customer service channels is important.
Top 5 Customer Service Channels For Your E-Commerce Business
A customer service channel, like social media customer care, is very important. From 2012 to 2017, social media sales have been growing. In fact, consulting firm Booz & Company stated that it has increased up to 93 percent.
People are just glued to their social media account/s. Using this platform, they check out different online stores for shopping. In return, these businesses post about their products to entice a targeted audience. Though not entirely focused on customer service, many e-commerce businesses are shifting to solve that gap.
Social media giants like Instagram, Facebook, Twitter, Pinterest, and Reddit are just a few of the many social media platforms that people frequently visit. If you do not have at least one of these, then you are missing out on many possible customers.
Another customer service channel is live chat support. This option in your website is one of the top picks for customers. First, it is the fastest form of customer service. Second, it is the easiest. According to Small Biz Trends, 73 percent of websites have live chat support.
However, your agents should always be ready to answer consumers’ questions on your live chat or web chat. If not, then it is just as useless as a security guard without a gun.
The email support is another example. Based on statistics, almost 50 percent of people prefer an email address where they can send their complaints and questions.
Business owners should bear in their mind that this customer problem is real and it will help them differentiate themselves with other online stores.
Call centers are still a thing and they are still in demand. Not every person is using smartphones and computers. Older generations still prefer to talk over the phone with a customer representative. After-hours customer support is important when talking about these things. Phone customer service should be available 24/7, especially if it’s a global business.
FAQs, or knowledgebase, is also a crucial channel. Though it isn’t interactive, there are people who opt to solve their problems on their own. Searching the internet for the answer and one way to help them is to provide the answer yourself. With Frequently Asked Questions page on your website, it will surely lessen the people who will email, chat, and call your business.
Another possible customer service channel is web forms. It is a form that customers fill out then send to the right agent for them to answer. It is not as fast as the other five but it is the cheapest one.
Importance of customer service in e-Commerce
What is customer service to you? Is it giving the best quality products? Offering cheap products? Or presenting the best experience a customer could ever have? With online stores and mobile shopping, customer experience has never been more important.
If you are an e-commerce owner, it should be your top priority. Helping your customers and possible consumers solve their issues and giving them an experience they will never forget when buying is a must. It will not only boost your sales but it would also help you in promoting your business. Nothing can be compared to free advertising from a positive testament of a customer.
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