- Utilize the customers account information – emails, address, phone numbers
- Customer rewards or points program
- Send regular Email newsletters
- Stickers on Products saying thank you for your order or stickers on boxes
- Offer a discount for return customers
- Customer Finance for orders
- Google re-marketing
- Send special Birthday messages
- Thanks you notes
- Personalized printed Boxes
- Countdown to orders – create scarcity and urgencyNowadays, every online customer is aware that they can share their reviews on products/services be it positive or negative on different social media platforms. By simple one tweet, status update or blog post they can reach thousands of people in an extremely short amount of time. So the result can be either positive or negative for the company. One negative post from any dissatisfied customer can even ruin your brand image. Hence it is a must that you provide the best customer service in an e-commerce business.That being said, customer service should be at the center of your ecommerce business strategy — and maximizing it, is even more important.
“A satisfied customer is the best business strategy of all.” These wise words, said by famous business author Michael LeBoeuf, sum up the importance of customer service for the success of any venture.
According to the Microsoft State of Global Customer Service report for 2016, “97% of customers say customer service is very important to them. Interestingly, by 2020, customer experience has been predicted to take over price and product as the key brand differentiator.
By providing excellent customer service your customers will get satisfaction and will develop trust towards your company and this will help to retain old customers and attract new customers.
Let’s have a look at these best practices that you should consider when providing incredible customer service to your customers at https://www.salesforce.com/hub/crm/improve-customer-service-with-b2c-crm/
1. Develop a multichannel strategy
Multichannel strategy blends different promotional and distribution channel, positioning you to reach, connect and build rapport with your customers. An effective multichannel strategy is often optimized for results — that’s the end goal.
It’s no secret that ecommerce competition is killing most local businesses today, most of it consequence of the amazing selling machine method, which generates more online customers and improves the sales for e-commerce stores. Sadly, it gets confusing when brands are unable to determine the channel to use for customer service. When this happens, the brand suffers while the customers rule. This isn’t ideal; it’s supposed to be a win/win situation.
Truth be told, if you want to deliver top notch customer service, you don’t have to rely on one channel. Gone are the days when you limit customers to a single communication channel for customer service.
A study by Aberdeen Group found that companies with the strongest multichannel customer engagement strategies retain an average of 89% of their customers.
Developing a multichannel strategy means you’ll be where your customers are.
Are your customers on Facebook, WhatsApp, live chat, do they prefer to be serviced by email or phone calls? Make it happen for them.
The goal is to take customers service to your customers — and not make them come or ask for it. Make them happy. Remove the pains of having to wait for several days before replying to their queries.
When you establish these e-commerce customer service channels, ensure you let your customers know that you can help them through the channels they are already in.
Most importantly, it shouldn’t end with providing your customers with several customer service options. You should ensure you deliver quality customer service across all the channels you provide; otherwise, it’ll be a complete waste of time and resources.
2. Offer live chat
Live chat applications on websites provide fast means to communicate with customer’s service representatives and get customer challenges resolved.
50% of customers think it’s important to solve product or service issues themselves and 70% expect a company’s website to include a self-service application.
There are too many reasons and benefits to offer a live chat service on your eCommerce website. It’s hard to drive traffic to your e-commerce site and making your customers stay is even more important. According to Econsultancy, live chat is preferred for customer service.
Customers may decide to leave your website if they have challenges trying to purchase on your e-commerce site — especially if they remember that you took a long time to reply to their emails. But with live chat, they can quickly contact you and get their issue resolved instantly or as quick as possible. Also, if you’re running an e-commerce business, then it can be a great point of contact for product warranty, return policy and payment process.
It’s important that you add live chat as part of your customer service strategy.
If you’re already providing live chat on your e-commerce site, always check your chat history periodically to know how effective your conversations with customers have been.
3. Proactive Customer Service
“Here is a powerful yet simple rule. Always give people more than they expect to get.” – Nelson Boswell
Excellent customer service practices can create a positive relationship with consumers. In order to offer exceptional customer service, your coma must need to adopt a more advanced approach towards customer support. If you are looking to improve your team sales skills you should sign them on this One Funnel Away Challange, By adopting proactive customer service approach you will be able to deal with customers issues before it becomes a problem.