One thing that makes a customer fall in love with an eCommerce brand is customer service. Apart from the wide range of products available on the website, it is all about how a customer is treated by the customer care representative. Consider this like being a salesperson in a shop that witnesses a large number of footfalls.
Some best customer services for eCommerce companies include a polite attitude, knowledgeable attitude, and resourceful resolutions, to name a few.
Such customer services can make an eCommerce company a billion-dollar empire. The success that sustains for a longer duration is what every company strives to achieve. eCommerce companies are no different in this matter.
5 Key Services
An eCommerce company can serve its customers in more than one way. All of them are done to make the customer happy.
The 5 best key eCommerce customer services that can help you to grow your online business are mentioned below.
You do not necessarily have to come up with a unique idea. All you need is to offer a solution that the customer could not think about.
Resolving a customer’s problem is the central part of the entire customer service process. Customers approach a customer care representative to seek recommendations or general answers as well; however, resolving the issues of a customer remains under the limelight. Customers purely want their needs to be satisfied. This can be done by offering the best solution to the customer.
For instance, a customer may be unable to browse the website while looking for a particular product. This can be resolved by recommending the customer to use the search bar of the website. Such simple recommendations are many times exemplified by the customer in their feedback about the eCommerce company.
Customers seek immediate acknowledgment of the issue that they have reported to the eCommerce company. In various cases, customers may seek acknowledgement after leaving feedback about the services.
The biggest factor to consider at such times is to be as responsive as possible. Customers don’t like to remain on hold for a long time. They tend to get frustrated and switch companies. This escalates into a bigger problem if the issue is time-sensitive. A product may turn out to be defective on the last day of return. A no answer from the customer care service of an eCommerce company can lead to the customer incurring a huge loss.
Various software and/or platforms offer tools that enable auto-responses. Such tools also allow an eCommerce com[pany to customize the first line by including the name of the customer in it.
Understand The Product
Your job as a customer care representative majorly includes troubleshooting the errors faced by the customer. This is in addition to the stage where you have to discuss the features of a product to offer insightful recommendations.
This requires you to understand your product better than anyone else in the market. The Internet has got its arms spread widely in everyone’s mobile device. A customer can get every piece of information that he or she wants. Your job remains to offer information to the customer that would add to what he or she already knows. This requires a complete understanding of the product.
A customer may have accessed your eCommerce website to look for a particular product. You can still pitch for another product if you justify the benefits that the customer would get by using that product.
Indulge In Active Listening
The real problem lies hidden in the conversation that can last for more than 10 minutes. Interrupting the customer in the first minute itself can divert you from understanding what the real problem is.
You may also end up providing a wrong resolution. The customer may have contacted you to inform you that he has received an invoice of $50 less. You may end up giving a refund of $50 to the customer. Hence, the key is to listen to everything that a customer says. Look at it as the opportunity to understand the matter in a better manner.
There is a chance that the customer may give you feedback about what your eCommerce company must do to improve. This piece of information can only be passed on to the upper management if you listen to what the customer is trying to say.
While the entire objective of customer service is to help the customer, there is a secret to make the customer happy without you helping the customer.
Customers, in many cases, prefer to resolve the issue themselves. They do not require to get in touch with a human, or even a bot for that matter. Such customers seek a sense of accomplishment by resolving the issue themselves.
You can act as an assistant to let the customer resolve his or her problem. This has been recommended by every customer experience analysis company, quoting that customers love to discover that they are capable of solving a problem themselves.
Treat a customer as a human. This applies to every eCommerce company irrespective of who they deploy as a customer care representative. It is crucial to humanizing the process of customer service. This increases loyalty among customers and the eCommerce business skyrockets overnight.