8 Ways to Improve Your Ecommerce Customer Service

having a hard time getting repeat
customers on your ecommerce website or
seeing a lot of add to carts but not
many actual purchases
your customer service can say more about
your business than your brand
personality does
being hip and relatable all goes out of
the window
if you don't have this element fully
realised customer service
when done well can turn your casual
website onlookers
into loyal customers that spread the
good word about your business
stay tuned to this video as i uncover
eight tips for killer customer service
for your online business
hey guys it's hannah here from
neighborhood where we help brands find
sell and keep their people the
importance of customer service to your
ecommerce business is sky high it can
literally be the differentiating factor
between casual website browsers
and actual real-life customers in fact
it's known that when customers are
unhappy
there's a 91 chance they won't do
business with that company again
as consumers ourselves we've come to
expect not just good but great customer
service from brands we support the bad
taste of poor service can linger in our
mouths for a long time after the
purchase has been made
so much so that we tell anyone who
mentions that particular brand in the
future
regardless of the type of product or
service you deliver service and
relationship
should be at the forefront of what you
do because it can cost 5 to 25 times
more to acquire new customers
retaining your existing ones and keeping
them loyal are key
while direct customer service involves
physically standing in front of the
customer
and helping them out with a positive
attitude and delivering above what's
expected
the same rules apply to customer service
in e-commerce
while you may think your brand
personality can't shine through your
ecommerce site
as much as face-to-face interactions
here are eight tips to create that
lasting impression on your customers
that can keep them with your brand for
longer number one focus on how fast you
can respond to questions
in the fast-paced world of online
shopping convenience and efficiency
are what customers go crazy for
customers expect the service to be
at the same time as clicking add to cart
and putting in their card details
and so how long it takes you to respond
to consumers can affect their shopping
experience
by reducing service response times it
reduces the chances
that your customers will get distracted
and potentially navigate away from your
page out of frustration
second is to use social media as a
customer service platform
rather than going through your website
channels many people have started going
direct to social media
to address issues or questions so having
your social media manned at
all hours of the day ensures no inquiry
is missed
thirdly use self-service options such as
faqs
if you're hammered with queries and
don't have the time to respond to every
single one
an faq or knowledge base is your best
friend gathering your most
asked questions and compiling the
answers into one
easily accessible page in your site is a
really efficient way to serve your
customers at any time of the day
number four implement your customer
feedback because getting bad feedback
can sometimes feel like a real punch in
the gut taking action from it
rather than ignoring it can do wonders
for your business if you're not taking
the feedback on board
and making changes you'll just be stuck
in a cycle
of poor service and creating bad
experiences for your future customers
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number five is to make sure your team
knows what they're talking about
this one pretty much explains itself
what good is an online shop
if your team doesn't have the solid
knowledge of a product inside and out
they should have the customer service
skills and knowledge honesty
and the ability to problem solve and
find solutions
remember ask yourself this question if
you don't know how to answer the
question your customer is asking
how is the customer supposed to know
next is to ensure your customer service
team is good with people
a customer service team that aren't
people persons
is a sure way to have unhappy customers
and a bad reputation for your brand
make sure the people you are hiring
don't have a short fuse or are likely to
bite back at customers
ensuring the right people are at the
front line of your business and
representing your brand
is crucial to success so be smart with
your hiring
number seven is to put yourself in the
customer's shoes
when shopping online customers can peg a
lot of things as poor experience
from rude customer service reps to bad
web design
while you may think you have the most
detailed customer service automation
and an easy back end for your staff if
it's difficult from the customers side
of things
then that's a big red flag map the
experience from your customers
perspective
and ensure your understanding and
addressing their pain points
and create a world-class experience to
keep them coming back
for more and lastly is to keep improving
i'm sure you're no stranger to the
sentiment of always looking for ways to
improve your business
and your customer service should
absolutely be a part of that plan
always ensure your live chat is
optimized your team is up to date with
product updates and response time
averages are trending down
if you're unsure of where to start with
improvements a great start is through
implementing an nps or customer feedback
survey
as well as internal staff feedback
programs to gauge where your
opportunities lie
returning customers are happy customers
no longer is average customer service
accepted as people are quick to spread
the word when they've had a bad
experience
it's important to ensure you deliver
excellent customer service
and support at every step of the way if
you found this video helpful
then feel free to share it with someone
you know that needs a hand with customer
service
you can also subscribe to our blog where
you'll find a bunch more tools tips
and templates to help you find sell and
keep your people
just like neighborhood does well that's
it from me happy servicing