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.
- 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.
- 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.
- 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
- 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.
- 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.