With the growing reliance on eCommerce for purchases, optimum customer experience has become a key factor for success.
An SSL certificate, a firewall, and a mobile-friendly web design are some of the fundamentals that every website must follow to create an optimum customer experience and ensure adequate protection from rampant cyber-attacks.
According to research by Nasdaq, by 2040, 95% of all purchases will be made through online eCommerce platforms.
So, if your website is not equipped with the right tools, you are setting yourself up for a disaster.
But don’t worry. Now that you are here, we will equip you with nine ways to improve eCommerce customer service.
9 practical ways to improve eCommerce customer service
1. Feature live chat
People hate waiting for answers. Instead, they want them swiftly, which is where live chats can help.
Instead of dialing a customer care number where lines can sometimes be busy and can prevent customers from connecting, live chats are as easy as sending a message.
The best part about live chat is that it is convenient for the customers. They simply have to type their problems, and your support team can provide instant answers to them.
Remember, the easier you make your customer’s life, the better chance you have for their conversion.
2. Treat customers as your team members.
Unlike your team members, your customers won’t be bounded by their salaries, and they can throw some big stones at you, which might be painful. So, ensure that you give them a secure environment to share their valuable PII with you while making purchases. For ecommerce business owners, it is strongly recommended to buy and install a cheap wildcard SSL certificate on their web shop. So, with this single certificate, you can ensure premium encryption across your chosen primary domain and an unlimited number of first-level subdomains under it. Not to mention increased customer trust, improved SERP rankings and extra profits!
But, as an owner, you need unbiased opinions that can help you modify your business strategy, not biased ones.
So, invite customers to review your products and services. Ask them to give their honest opinions (which, in most cases, they do give).
Customer opinions can be taken as surveys and polls. However, social media is the best place to test your brand recognition.
3. Get an SSL certificate.
Customers value security. They feel safe when they know that they are on an SSL secured website.
An SSL or Secure Socket Layer certificate is a security protocol designed to protect your website from the wrath of cybercriminals.
SSL works on Public Key Infrastructure that encrypts the data transfer between the server and the client.
No one can trace the encrypted data, and it gets decrypted at the receiver’s end only, making it an extremely safe process.
SSL are of two types, namely, a Regular Single-Domain SSL certificate and a Wildcard SSL certificate.
A regular SSL is good for you if you own a small website store that you don’t wish to expand to multiple extensions or subdomains.
On the other hand, a wildcard SSL can protect multiple subdomains and the primary domain to level 1.
If you have a website store that you want to expand, then a wildcard SSL should be your priority.
If you are looking to protect subdomains, we recommend you go for an affordable or cheap wildcard SSL certificate; it is incredibly safe, inexpensive, and comes with a site seal.
4. Figure out Key Performance Indicators
As a business owner, tracking your progress is quite essential for your business’s growth.
After you have sustained significant progress, you must figure out what made you achieve success.
It would be best if you asked questions like,
● What did my customers like about my product?
● What made them come back to me again and again?
● How has my customer service been throughout?
By finding answers to such questions, you can figure out what needs to be improved and what needs to be trimmed down.
So, figure out the KPIs and grow your eCommerce store.
5. Eliminate bottlenecks
Patting your back for figuring out KPI for your eCommerce store is not enough. To improve your customer service, you must also figure out the reason behind bounce rate and cart abandonment.
Different customers face different issues in their journey, which is why you must run online surveys.
You can ask them to share their thoughts on the journey and what they think needs improvement.
Polling is another excellent option. You can ask random questions and see how your customers respond.
After figuring out the cause, you can ask your team to eliminate them one by one.
6. Be active on social media.
Your customers don’t have the time to visit your store to register their complaints. Instead, some customers prefer to share their problems by tagging or calling brands out on social media.
It is essential to ensure that your support team works in tandem with your social media team to address every query and issue within no time.
Moreover, being active on social media can help build your brand image as customers will easily tag you across social media platforms and promote you to their loved ones.
7. Be quick to respond.
Leaving a frustrated customer unattended for long can be catastrophic for your brand, which is why having a quick response team in place is essential.
However, if you do not wish to invest in an in-house QRT, we recommend you get chatbots that can at least send the first few messages and start the engagement until your support team catches up with your customers.
8. Good customer service spreads positive word-of-mouth.
Customer service is an integral part of the customer experience journey. If your customer is dissatisfied with the service, they are highly unlikely to come back.
Moreover, they would spread negative word-of-mouth about your brand but, if you give attention to their needs swiftly and value their time, they will spread positive word-of-mouth, which will benefit your business.
9. Personalize customer experience
Personalization is essential for today’s customers. They want to get attention and expect brands to know what they want.
So, it would be best if you focused on getting to know your customers. Then, it would help if you analyzed their behavior by what they share on their social media.
Moreover, their demographics can give you an idea about what cultural and ethnic values they possess.
In 2021, if your eCommerce store has poor customer service then, you are bound to fail sooner or later.
Customers have become more skeptical about the experience they get from a brand which is where brands have to ensure that they are giving the best of experience to their customers.
By following these nine practical tips, you can help your eCommerce brand create an optimum customer service experience.