If they run into problems, customer anger rises and they can’t find a representative to speak to quickly. There are many online businesses that are not responding to customer complaints or their responses are very sluggish, adding insult to injury. However, response time is crucial because three out of five customers never complete their purchases due to poor customer service.
American shoppers believe that customer service is a “true test” of how much a brand values them. Which is to say, they recall the customer service you have. For both negative and positive reasons the customer service that you provide is strong. 70% of consumers said they would remain loyal to certain retailers because of good customer service and 70% of customers cite poor customer service as a reason for not buying from a brand.
It costs seven times more to attract new customers than to retain existing customers. Providing excellent customer service not only improves revenue and revenues but also allows businesses in the industry to stand out. There are so many ways to offer excellent online service, even without face-to-face contact.
What is Good Customer Service?
Customer service is the position that lets clients get the value they’ve paid for from a product or service, particularly when things go wrong. Most companies have a dedicated customer service team, but those invested in providing quality experiences make support a priority for the organization at large.
The word ‘good customer service’ is intended to help clients make the right decisions. Your eCommerce brand needs to reduce the uncertainty of your customer, answer any questions and build enough confidence to persuade the shopper to pull the trigger and purchase. In comparison to traditional retailers – online shops don’t benefit from supportive customer service assistants.
Good Customer Service Strategies
Below are some best strategies to exercise good customer services on your WordPress webstore:
Build trust and relationship with customers
Loyalty is both the rarest asset in eCommerce and the main determinant of sustained eCommerce performance. When you can produce loyal customers consistently-you have a competitive advantage for yourself.
Note, the market is full of rivals and if your customer service fails by any measure, online shoppers need not walk far to visit one of the thousands of other rival stores in your niche. eCommerce brands need to work harder to maintain customers and create trust than any other company. It’s just that quick to abandon your online shoppers without having to offer any explanation.
Request Customer Feedback
Let’s face it, most consumers won’t leave reviews or suggestions unless you ask them to. Write a follow-up email asking them to rate their experience or write a short review on your blog or on social media. They’ll more than likely jump on it, particularly if you’re offering a small discount on a future purchase for that.
Feedback and ratings are also important for the company as they provide useful information and allow companies to see what works and what isn’t. Poor reviews aren’t all negative either, they’re an opportunity to find out and fix what went wrong. If the review was constructive or negative, reacting and thanking the client is often the right way to. Getting a conversation started is often a win-win. And the name of the game is being positive with social media.
Live Chat With Customers
Live chat is a great way for current and potential customers to get easy, easily accessible help. Fixes real-time consumer issues. There’s no need to have live chat available 24/7. You should set hours and post them on your website, so that customers know where you can be found. The duration of live chat will be dependent on the highest traffic levels, with additional hours added during a sale or directly after a promotional email has been sent.
Provide Service Through Social Media
Community Support for the clients. Social networking is where people meet and talk and connect, so why not be where your clients are and talk with them to answer any questions or concerns they may have. Your customers will not only appreciate the immediate attention, but it will also encourage future customers to see how open your company is.
Alerts from social media let you know when your business is being addressed, and let you join in the discussion. According to a report by Bain & Company, businesses that connect with customers and respond to customer service requests on social media end up generating 20 to 40 percent more revenue from those clients.
Prepare FAQs to lessen customer inquiries
Head off (and reduce) supporting questions by developing a FAQ page or other documentation that communicates your specific policies and responds to the most popular queries. Providing this knowledge to your customers, and making it easy to find, gives them the opportunity to self-serve and saves valuable time.
5 Tips in replying to a customer
1. Respond as soon as possible – Always get back to the customer as soon as possible whenever there’s an issue. Cases like these need attention since they could’ve spotted a technical issue happening on the website. Otherwise, it is still important to be active in answering inquiries and questions.
2. Be helpful by offering assistance – If the customers complain about not being happy with the digital product they bought, instead of directly conducting a refund, it is better to ask the customer what they are unhappy about the product.
Negative feedback will be very helpful in further improving the product. Or in our case, we simply assist the customer and help them on how to use the product properly. This way, we are showing that we truly care about the customer’s thoughts and that we are putting effort into connecting with our customers.
3. Avoid compromising the store’s reputation – If there was an issue with your system and caused inconvenience to the customer, if possible, avoid divulging too much information when explaining to the customer. Compromising the store’s reputation is the last thing you want (e.g. web stores system being faulty). As long as it can be fixed as soon as possible, an apology email works but it’s best to not make it sound severe and be simple about it.
4. Always investigate customer claims thoroughly – There was actually one time where a customer lied about purchasing a product from us. It turns out, he was just trying to get a free product. But we handled it by being nice and polite all the way.
Showing screenshots (if any) of unpaid transactions or no transactions at all under the same name/email. Another case would be a customer did purchase a product but used a different email and name. As such, there was a misunderstanding but was easily resolved by asking politely without judging the customer right away. At the end of the day, staying polite is the best solution in handling cases like these and at the same time being thorough.
5. Always be polite – Customers often get nervous when buying digital products online due to fraudulent cases, hence, if there’s a case where they don’t receive the product after purchasing, they mostly complain, reach out, and scream “scam”. Cases like these are unavoidable and happen quite often for digital marketplaces/stores. But, don’t get discouraged. Just reach back and explain the cause of the delay after investigating the case thoroughly. It could be there was a system bug, payment not going through, or other hiccups that delayed the process.
Again, being polite is the best way to go and, of course, don’t forget to add the line “Thank you for your understanding and patience”. Though the customer might be quite the opposite of what the line means, in this way, we can calm their opinion about the store.
Conclusion: Good Customer Service equals to Sales
Customer service is vitally essential for any company. While the internet breaks down barriers to retail market entry around the world, competition for eCommerce is intense. The goods are a commodity more than ever before. Customer service is an important part of the brand.
When the best customer service in your market is offered by your eCommerce shop, you can build loyal customer relationships, create daily repeat sales and maintain profit margins by persuading consumers to pay a premium. Focusing on customer satisfaction and providing your customers with the very best experience gives your company an incredible, competitive advantage that goes way beyond your competition. Concentrate on the entire shopping experience through consumers ‘eyes to make sure it’s simple, friendly, and personal all over your web.
As for a Digital Product Marketplace, apart from exercising a Good Customer Service, one must also know how to properly manage their vendors, since they are a vital component of a marketplace. This article How to Manage Vendors in a Digital Product Marketplace could be very helpful for you.
As many experienced online marketers know, you’ll be on the road to success when you put your customers and vendors first and meet their needs, rather than putting your goods or services first.