There is a direct correlation between excellent ecommerce customer service and high revenues.
The American Express 2017 Customer Service Barometer found out that collectively, millennials are willing to spend more for great customer service. There is no question with this figure given that this generation was born in the advent of the internet — the beginning of the instant-driven age.
Taking a step forward to improve customer service also results in an astounding increase in sales. As such, it generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the customer experience research firm Temkin group.
With the increasing demand for better customer experience, do you think that your business can thrive? Or is your business just getting by without achieving anything significant?
In business, just “getting by” does not, in any way, give you any assurance of survival. The ecommerce world is like a jungle filled with many other entrepreneurs who have burning desires to get a space up front. You need to be aggressive enough to market your products and services and at the same time, sensitive to the needs, wants, and interests of your customers.
In the path you have chosen, those who are willing to make bold steps, despite high risks, becomes the most successful. See how celebrated businessmen like Jeff Bezos and Bill Gates achieved success by taking a huge leap into the unknown?
But of course, when you are ready to take a leap, there should also have an action plan or a step-by-step process in place. This would lay out a more concrete path which could help you get closer to your goals faster.
Increase your sales through actionable ecommerce customer service ideas
Ecommerce becomes a booming industry as many people use the internet to surf and shop for goods. Because it encompasses various channels, aside from your own website, you can maximize your creativity in delivering excellent ecommerce customer service. At the same time, you can also use your technical knowledge by analyzing customer service metrics and other related figures.
So what can you do to enhance your ecommerce customer service that would result in positive experiences? Here are some ways how.
Connect with customers through social media
The number of social media users continues to grow every year. According to Data Reportal’s Global Digital Report 2024, the number of active social media users reached 5.04 billion.
When you have an ecommerce store, your customers also expect that they can reach you out through social media channels. X (Twitter), for instance, is the common platform customers use to extend their concerns to a brand. The reason? They want instant answers.
Personalize every conversation. Let them know that they are talking to an actual person, not a bot.
Use live chat
Like social media, the use of live chat is also a fast and efficient way of answering inquiries and concerns. According to statistics, 51% of consumers believe a business should be available 24/7 which is possible through live chat. There is also a human touch when using live chat, the reason why 92 percent of customers feel satisfied when they use this function.
Offer 24/7 phone customer service
You can also use traditional methods for your ecommerce customer service. A 24/7 phone customer service caters to your buyers who want to actually talk to a real person right away. Even when you sleep, your business keeps on operating.
Keep your FAQs and knowledge base updated
There are customers who prefer to help themselves rather than to seek the assistance of others. For that situation, it would really pay if you have FAQs and knowledge base in place. Aside from being cost-effective, it also increases customer satisfaction without directing any additional effort on answering basic queries from time to time.
Create tutorial videos
Making things simple for your customers is another example of excellent ecommerce customer service. Tutorial or explainer videos is perfect if your business is concerned with gadgets, software, and other electronic or technical product. Producing this kind of material is a way of showing that you understand the difficulties or pain points of your customers. By explaining to them what they should do when problems arise, it would give them an assurance that purchasing your products are worth it; therefore, increasing your customer base and your bottom line.
Customers become more sophisticated when purchasing a new product, especially in online stores. Don’t let a bad reputation bring you down. Deliver stellar ecommerce customer service and see the difference.
For your ecommerce customer service needs, make sure to contact us.
