There are a lot of common e-commerce mistakes that people make when they get started. Although they dream of success, one of these mistakes can derail them completely. Poor customer service is something that can kill an e-commerce store since there is so much competition.
When you excel at customer service you can build a loyal customer base that has them shopping with you over and over. Offering great customer service will help you stand out from the competition. In this article, we’ll go over several tips to help you provide excellent customer service for your e-commerce store.
1 – Have your shipping streamlined
The weakest link in any e-commerce operation is usually the shipping. In fact, most returns are almost always because of a shipping issue. When you have your shipping strategy nailed down, it usually results in fewer returns and higher customer satisfaction. Since most people expect to have their packages in two days or less because of the Amazon effect, you should try to have that as your goal.
Packaging is also an important component in shipping. Poor packaging results in broken products and that leads to returns and customer dissatisfaction. Using durable materials like honeycomb cardboard sheets for packaging can significantly minimize the likelihood of damage during transit, leading to fewer returns.
The return process should also be straightforward and included in your shipping strategy. Make sure to have a mechanism in place so if a customer initiates a return, a new product is shipped right away and set to arrive as quickly as possible.
2 – Build an effective support system
Building an efficient support system is a key component of great customer service in the e-commerce industry. The best way to make that happen is to use a multi-channel approach to customer service. Customers should be able to reach out on the platform that is easiest and most convenient for them such as email, chat, social media, and phone.
To make sure this is cost-effective for you, try to automate as much of the process as possible. Chatbots, for instance, can provide immediate responses to common questions so that customers get quick answers at any time of the day. This not only improves response times but also enhances the overall customer experience since they are able to get their questions answered right away.
3 – Be proactive
Being proactive when it comes to customer service means keeping customers regularly updated about new products, services, and policies. This is a highly effective way to maintain interest and loyalty.
You should have an email list of loyal customers and keep them up to date through that channel. Otherwise, you can use social media to send updates and even your website itself.
Creating a sense of community among customers is another way of being proactive. People will stay loyal if they feel that you are connected to them and listen to their concerns and feedback. This information can also help you improve your products for even more success.