It is no surprise that online shopping is growing at an exponential speed. As per Statista, the global online market is all set to hit 4 trillion dollars in 2020. And the result of this is a huge traffic in online marketplaces and eCommerce sites. In fact, Amazon sees over 206 million people every month. In this competitive and crowded space, how can a business set itself apart? The answer is eCommerce customer service.
What is eCommerce customer service?
eCommerce customer service basically includes everything from providing assistance to customers from making online purchases to resolving their issues and maintaining a smooth customer experience across all channels. eCommerce customer service is now no more a nice to have feature, but rather an indispensable factor for success. Data from Microsoft shows that 95% of customers deem customer service to be the most important for brand loyalty.
Hence, customer service is the key to build brand relationships and trust. To help you achieve that we bring to you five best practices that can step up your customer service.
Five tips for better eCommerce customer service
i. Personalization: Personalization is more than just tracking the package and processing refunds. It entails a personalized approach and expert guidance while making purchases. This is an important aspect as a survey by Accenture revealed that 33% of customers abandoned a business because of lack of personalization.
ii. Improve your response time: Online shoppers look for speed and convenience while shopping in eCommerce marketplaces. Hence, it is important to provide prompt answers and help your customers smoothly navigate across different channels.
iii. Leverage customer reviews: Customer reviews do not only give social proof of your products but also provide valuable insight into customer journey and experience.
iv. Organized customer service strategy: It is important to equip your business with tools to keep your customer service organized so that you can solve your customer’s requests in an effective manner.
v. Measure your performance: Customer service is not a one-time but a continuous process. You will have a higher chance of success if you continuously evaluate your service, customer reviews and optimize accordingly for better results.
By capturing and analyzing data from 50+online marketplaces across multiple geographies, optimizing your marketplace sales performance, setting up the means to reach out to more customers, and providing tools to keep an eye on your business at all times, we will ensure increased overall customer satisfaction. Contact Alep Digital to know more!