Customer service for eCommerce stores is definitely not the typical type wherein consumers fall in line, asking questions to a store expert. Great customer service will not only do wonders for your business in terms of reputation but offering helpful service for your eCommerce store will encourage consumers to come back and do business again. For eCommerce merchants, providing great customer service poses a greater challenge because there is no way merchants can see their visitors face-to-face. All contact information should be available at the website, whether it’s via email, phone, or chat, so customers can easily contact your eCommerce store for any questions and be responded to in a quick manner. To improve customer retention, here are some ideas to keep in mind:
1. Information should be clear. Never make any assumptions when it comes to consumers. Avoid being vague about shipping, pricing, delivery, and return options and do not assume that visitors are familiar with how you operate your eCommerce store. FAQ sections are a great way to share information with visitors and it is also important that all web content is up-to-date at all times. Clarity on information also offers legal protection should a customer file a complaint against you.
2. Accessibility is key. For eCommerce stores, communication with customers can be a challenge, thus it is extremely important that customers can easily reach your business 24/7. By displaying your eCommerce phone number and physical address as well as offering an email contact form, you assure online visitors that you are ready to answer their inquiries anytime of the day. A live chat feature is your best option but it is still important to have contact information displayed on your website.
3. Great customer service means being friendly and approachable. Remember the saying, “The customer is always right?” Well, it doesn’t always apply but it helps to empathize and be polite with a customer when he or she asks about a product or service from your eCommerce store. Listen and value the insights of your customers because they are the ones who will ultimately make or break your business.
For eCommerce stores, having great customer service will bring wonders to your online reputation. This is what will help you build a loyal customer base in the online world.
