Eight Ways to Improve Your Ecommerce Customer Service in 2021

Track Customer Satisfaction Score

It is essential to have an accurate measure of a service or product progress in order to successfully improve delivery. Therefore, for you to improve your eCommerce customer service, you first have to measure the progress. One of the most popular methods to help eCommerce businesses track their customer satisfaction is the Customer Satisfaction Score. By measuring customer satisfaction, you get to see if each interaction with your customer is successful.

One technique you can use to gauge satisfaction is by directly asking the customer to rate the quality of service. Your customer will then be required to respond with a number on a scale of 1-5 or 1-10. Whatever number your consumer gives will provide sufficient insight into what strategies are working for you.

Leverage Social Media

Social Media has made it possible for businesses or brands to connect with their clients even from a distance. With more people using social media platforms to find products and services rather than social interaction, it's crucial for any eCommerce business to improve its social media reach and interactiveness by always being responsive.

When your clients can't connect to your business via live chat or phone, the next step is reaching you via social media. And, if you aren't responsive, then there's a high likelihood that your customer would never engage your business so readily in the future. The best part about including social media as part of your customer service is that you can use it as a platform for positive reviews as well.

Make Information Available

One of the most common complaints from online shoppers is the scarcity of information about a product or service extremely. The more scarce the information is, the harder it is for some clients to make purchases. By providing essential information about your products and services online, you give your consumers the information they require to make that purchase.

You can try to give more information through your website’s FAQ section, making it easier for your customers to find the information they are looking for. You can also use this section to improve your SEO ranking, as search engines appreciate websites that answer readers' questions.

Employ Seasonal Staff

Every eCommerce business has that one season where everything gets too busy. The more sales you make during that season equals more returns. This, in turn, will also necessitate more customer service. But with an influx of customers, it can get quite challenging to provide each customer the same experience. The best way to ensure that all your clients get equal treatment is by hiring seasonal staff.

With more help, your clients will have the same treatment. You also get help with the increased workload that comes with each busy season.

Create a Community

Every brand has a story to tell. Therefore, it's essential to have your clients connect with your brand story. The best way to do this is by creating a community that identifies with your brand story and loves your products. Your brand community can instantly become your product advocates. Some of the ways you can build your community are through email subscriptions and social media. You can also use this platform to leave ratings and reviews on your website.

Have an Impactful Content Strategy

Search engines like Google rely on several aspects for them to rank your website. One fundamental aspect you need to include for your site to rank better on search engines is by creating quality content. This is where content marketing comes in handy. The primary goal of content marketing is to help your clients access products or services efficiently and answer their questions.

To help make a content strategy successful, try to incorporate infographics, videos, blog posts, interviews, and tips related to your services or products. For instance, if you have an eCommerce store focused on electronics, ensure that the content you create offers your customers advice, tips, and more information on technology.

Personalization

Your customers need to feel like you understand what they require. They need to know that you are an authority on your trade and will make repeat purchases if they trust your recommendations. Another way you can significantly improve your customer experience is by personalizing it for every client. Start by segmenting your consumers depending on their aspirations and expectations.

You can use data aspects like their job title, geolocation, device, purchase history, or order value, among others, to tailor each customer's response. By doing so, you get to build a rapport with your clients. However, ensure that you're prudent in the way you use the data, as you wouldn't want your clients to question the safety of their personal information.

Ensure Your Customers Never Have to Repeat Themselves

According to marketing research, 66% of customers find it quite frustrating to repeat information to various business representatives constantly. They also don't like to be put on hold. By ensuring that neither of your clients waits for days for a reply or have to repeat themselves every time to a different representative, you will massively improve your customer service.

Remember, excellent customer service is the foundation of a successful business. And, for you to grow your business, you need to attract and retain your customers. By improving your customer service, both you and your consumers will end up happy.

If you require help in improving your eCommerce customer service, Transaction Heroes is here to help. You can find out more through our website https://www.transactionheroes.ca/e-commerce-order-fulfillment

Transaction Heroes 

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