5 Ways to Provide Superior Customer Service for Ecommerce

In the online world we live in, not only is it getting ever more difficult to differentiation your business among the crowd of competition, but customers now expect more from you in terms of online customer service.

n the online world we live in, not only is it getting ever more difficult to differentiation your business among the crowd of competition, but customers now expect more from you in terms of online customer service.

However, one way to make any business stand out online is by providng superior customer service for ecommerce customers. Here is a list of five great ways to provide superior customer service.

    1. Offer Multichannel SupportToday many customers regularly use more than one support channel. In fact nine out of ten online shoppers expect to receive a consistent message across multiple customer service channels. To offer superior service, not only do you support across multiple channels, make sure the message and experience is consistent.
    2. Listen on Social Media

Did you know that 78% of customers believe that social media will be the next tier of customer service? Or that 88% are less likely to buy from a company that leaves social media complaints unanswered? Like it or not, social media is now a major avenue for interaction online. And where there is interaction, there is influence. Make sure your business is on the right side of it.

  1. Track All Customer InteractionsTwo of the main hinderances of customer service for ecommerce businesses, or any business, is time and confusion. By tracking all customer interaction, neither the agent or customers’ time gets wasted, and
  2. Provide Online ChatWant your online customer service to be more efficient, while providing awesome value to your customers? Live chat is the ticket. 77% of online customers agreed that live hat positively influenced their attitude about the retailer.

 

  1. Focus On Timely ResponsesCustomer perception has been shown to be directly related to customer support response time. Streamlining your support process to enable the fastest response time can have a major impact on both customer satisfaction, as well as your bottom line.

Keep Them Coming Back: How to Retain Customers In An Online Environment

Most companies generate revenue by some combination of securing new customers and selling to existing customers. However, even though we all know that generating revenue by retaining customers is more cost effective than securing new customers, we tend to focus first and foremost on new customer acquisition as opposed to improving existing customer retention.

Most companies generate revenue by some combination of securing new customers and selling to existing customers.  However, even though we all know that generating revenue by retaining customers is more cost effective than securing new customers, we tend to focus first and foremost on new customer acquisition as opposed to improving existing customer retention.

Are you interested in increasing your customer retention rates?  This is a stupid question – right?  For everyone out there that wants to increase customer retention (which should be everyone) here are a few tips to consider:

Three Tips To Retain Customers Online
  1. Know Your Customers – If you can anticipate the needs of your customers and proactively address their concerns, then it makes sense that your customers would attribute more value to their relationship with you.  The greater the value of the relationship, the more difficult it will be for your customers to leave you.  One way to proactively address customer concerns while at the same time creating an upsell opportunity is to leverage the power of proactive live chat.By analyzing common customer concerns and needs you can develop automated live chat triggers that can be used to engage with a customer based on an action or a set of actions that the online customer has taken.  This is a great way to appear to “magically” know what your online customers want before they need to ask.

 

  1. Solve Problems Promptly – Annoying a customer isn’t a good thing.  Imagine having an issue, contacting customer service, and getting lost in a maze of automated telephone options that take you nowhere.Or, imagine connecting with a customer support representative who doesn’t know who you are or what you’ve purchased in the past.After asking you a bunch of questions that the support rep should already have the answers to, they then decide that they can’t help you and they need to connect you to someone else.   It makes total sense that if we want to retain customers that we should do everything in our power not to piss them off.By leveraging the power of online live chat you can provide instant access to a live support representative that can access a customer record in your CRM system directly from their chat window so that they can promptly address the needs of the client in a tailored manner.  This use of online live chat software turns a customer problem into an opportunity for improving customer relations and retention.
  2. Build Brand – owning a positive position in the mind of the consumer is what brand is all about.  But to develop and maintain a positive brand image you must have consistent and persistent communication.You can’t build a brand if every interaction your customers have with your staff feels like they’re talking to someone in a different company.  With live chat software you can establish a library of canned responses to common questions that can ensure message consistency.For instances outside of those that are common, training is essential and with live chat you can monitor conversations, view a wide variety of performance reports and review live chat transcripts.  All of these are incredibly valuable in training staff to make sure the company speaks with one voice.

A strategy to retain customers is critical to growing a successful business and live chat software is without a doubt a tool that can help.

4 Integrations That Will Make Your Live Chat More Effective

Live chat alone is an amazing tool for any online business. The wealth of knowledge gained from data collection, the level of customer service and satisfaction, and the lead generation opportunity of live chat makes it one of the most innovative forthcomings for online business in recent history.

Live chat alone is an amazing tool for any online business. The wealth of knowledge gained from data collection, the level of customer service and satisfaction, and the lead generation opportunity of live chat makes it one of the most innovative forthcomings for online business in recent history.

However, in order to really harness the true power of this technology, live chat integration is a crucial piece to the puzzle. Let’s take a look at four key live chat integration that can make your online business run more effectively.

Live Chat Integration with CRM

With live chat, whether being used primarily for customer service, sales, or a combination of both, the interactions that take place between your live chat agents and consumers is invaluable. However with live chat alone, that data can sometimes be disconnected from the tools necessary to take things to the next step.

With seamless live chat integration with CRMs such as Salesforce, SugarCRM or Netsuite, sales and service data can be pushed, allowing your staff the capability to not only capture data in one place, but allow for lead nurture, up selling and more.

Live Chat Integration with Analytics

Analytics are a staple for any online business. Whether using Google Analytics or another offering, using visitor data allows the ability to make data driven decisions. So why not capture data from your live chat software?

By integrating your live chat with analytics using event tracking, it allows the ability to track user engagement with you live chat modules, helping to make live chat more effective.

 

Live Chat Integration with Ecommerce

Ecommerce platforms are an amazing asset for bringing your storefront online.

With seamless integration with Ecommerce suites like Magento or ASO.Net, live chats can be conducted directly from within the online shopping cart environment.

Live Chat Integration with Help Desk

Help desk software such as Zendesk allow for a seamless approach to online customer service.

By integrating your live chat with help desk platforms, things such as accessing support tickets and ticket updates can all be taken care of right within the live chat interface.

Whether you are using one, a few or all of these systems to make your online business activities more efficient, integrating them with your live chat software allows for seamless data transfer to all parties.

What other types of software do you use for your online business that you would like to see integrated with live chat software? Leave us a comment below.