This post was most recently updated on May 27th, 2022
If you think customer service is overhyped, since it doesn’t play a direct role in a business’s success, you’re wrong. As per the Microsoft State of Global Service Report, 61% of global customers deem customer service as ‘very important’ in their choice of or loyalty to a brand. Customer service is predicted to grow and be the strongest differentiator among other brands. As a customer, the brand you choose may reflect your taste, but customer service of the brand reflects what they do with your trust; in other words, it is extremely valuable. With negative customer experiences, negative reviews, etc., causing people to avoid your brand—it only goes from bad to worse. Reports say that it takes 5x the cost and resources to retain existing customers than to acquire new ones. So, the next time you’re procrastinating, you know where to look to face the facts.
In terms of the eCommerce industry, customer service can be a game-changer. While it started as a small online bookseller, it was excellent customer service that skyrocketed Amazon’s growth to put it where it is today. On the other hand, Comcast struggled because of its lack of consistency in maintaining good customer relationships.
In the current times of instantaneous customer service by brands and getting issues resolved in a single interaction, friendly representatives are just the tip of the iceberg. Here are some other elements that can truly put your brand right up there:
Know Where Your Customers Are at:
Gone are the days when the most you knew about your customers was their name, address, and favorite color. Today, your customers are on Facebook, Instagram, Twitter, and other social media networks––places your competitors are also present. Therefore, sticking to age-old customer experience mediums can cause you more harm than good. You need to establish and define numerous channels for your customers to reach out to you, interact with them, as well as resonate with their opinions to ensure maximum engagement. This will contribute richly to your online presence and open new possibilities for delivering smart, quick, and convenient customer service.
Ensure Your Customers Are Heard Loud and Clear:
HubSpot says that 66% of customers get frustrated with brands when they’re kept waiting or repeating their issue to every representative they interact with. This not just causes irreversible damage to your brand reputation, but also wastes important time on both sides. One of the best ways of handling such issues can be that of implementing a live chat feature that helps customers get quick replies right away without having to wait for longer periods over email or phone.
Collect Your Customer Satisfaction Score:
Not everyone realizes, but your customer feedback data can give you gold insights to understand where you went right or where you went wrong as a brand. You can also follow the scores of Customer Satisfaction Score (CSAT) in case you’ve applied to a newer strategy or technique to see if it makes any noticeable difference.
Make Crucial Information Accessible Online:
For a customer keen on making a purchase or resolving an issue, the last thing they need to struggle is with finding the model name or other key data. Therefore, as a business, you need to set up a quick, informative FAQ section that contains such relevant data fields for each time they show interest in a product or visit your profile. You can also post your exchange and return policy on your social media, in case of any queries. This way, your customers will be well-informed and keep coming back, thus helping your SEO.
Develop and Enable Help Desk Software:
You can also proceed to create the right assistive mobile or web app that may help you to respond to your customers better. It can be further integrated with social media platforms to keep things streamlined and stored in a single database.
Having a growing eCommerce business requires delivering a par excellence customer experience in all areas of your business––which includes customer service. To get the best results, here are some products we can recommend to make your life easier.
An ultimate CRM that can help you build eCommerce websites, necessary plugins, and other products essential to growing your eCommerce business. Their expertise across CRM, CMS, and other areas can be helpful to get your requirements fulfilled.
Their innovative and Custom eCommerce website building tool can amp up your digital performance and presence. With services like eCommerce website development, design, UI/UX, and road mapping, they’re a great choice for businesses just starting.
Unify Checkout by CodeClouds
Unify Checkout is a custom checkout champion for multiple platforms. With many features and plugins, this product not only allows you to customize your checkout experience entirely, you also get access to important customer service features like a ticket system and a customer portal.