1. Create an omnichannel marketing plan
An omnichannel strategy combines many promotional and distribution channels into one, allowing you to reach, interact, and establish relationships with your customers. The eventual goal of an efficient omnichannel retail strategy is usually to maximise sales.
Using an omnichannel retail strategy to increase e-commerce customer service is an excellent way to do it.
In today’s world of e-commerce, there is tremendous competition, therefore firms that are unable to select the appropriate channel to use for customer care lose.
However, you can’t rely on just one channel to provide excellent customer service. Limiting customers is no longer an option.
Are your clients active on social media platforms such as Facebook, WhatsApp, and Instagram? Would they rather be contacted via email or phone? It’s no problem. Make it a reality. Developing a multichannel approach allows you to be available whenever and wherever your clients need you.
According to Aberdeen Group research, businesses with the best multi-channel customer engagement strategy keep 89 percent of their clients.
The idea is to bring the service to your clients immediately – they shouldn’t have to beg for it. Make their lives easier by eliminating the agony of waiting days for a response.
Make sure to notify your clients about the many options available to them as you set up these e-commerce customer support channels. But, most importantly, give excellent customer service through all of your platforms.
2. Provide a live chat option
Websites with live chat software offer customers a rapid way to communicate with customer support experts and a way to solve their problems.
Offering a live chat feature on your e-commerce website can be beneficial for a variety of reasons. Not to mention the fact that it is well-liked by clients. Live chat is the preferred mode of customer care, according to Econsultancy.
Customers may leave your website if they have trouble making a purchase, but if you have live chat, they may instantly contact you to remedy the issue.
It also serves as an excellent point of contact for questions about product warranties, return policies, and payment methods.
It’s a no-brainer to incorporate live chat into your customer support approach.
If you already offer live chat on your e-commerce site, review your chat history on a regular basis to assess how effective your client dialogues have been.
3. Customer service that is proactive
Positive relationships are formed as a result of excellent customer service techniques. Adopt a proactive customer service approach to deal with possible issues before they develop in order to provide great customer care. E-commerce enterprises that operate in this manner are viewed as partners rather than abstract entities.
According to one study, 50% of customers believe it is crucial to resolve product or service concerns on their own, and 70% anticipate a company’s website to contain a self-help tool.
Customers can get fast answers to their questions by visiting the FAQs area, which has answers to all of the most frequently asked questions. This eliminates the need to contact customer service. However, it’s still critical to prominently display contact information so that clients can readily contact you if they can’t solve the problem themselves.
4. Make your email marketing more personalised
Emails that lack personalization are easy to dismiss. They don’t address the client directly; perhaps they believe it’s an error or that it has nothing to do with them. A personalised message that includes your customer’s name, on the other hand, makes them feel valued and increases email open rates.
5. Estimated inventory requirements
Forecasting your inventory requirements ahead of time allows you to meet client expectations on schedule.
- Determine your reordering point – how much to order and when to order it.
Ordering too many items will result in carrying inventory costs, whereas ordering too few items will result in a greater need to replenish stock.
The calculations below show you the exact number of items you need to order at any given time.
If you know when to reorder, you can plan your purchases ahead of time and ensure that you have the right amount of inventory at the right time.
Reorder Point Calculation
Reorder point = (Lead Time + Safety Level Stock + Basic Stock) * Unit Sales
LEAD TIME: The number of days that pass between placing a purchase order and receiving the product (s).
SAFETY LEVEL STOCK: The number of days of inventory you keep on hand in case of emergency.
BASIC STOCK: The amount of merchandise you usually keep on hand for a few days.
UNIT SALES PER DAY: The daily average number of things you sell.
Safety Level Stock Calculation
Safety Level Stock = (Maximum Daily Consumption * Maximum procurement time in days ) – ( Average Daily Consumption * Average procurement time in days)
6. Optimise and automate the fulfilment of online orders
If you haven’t already, it’s time to switch from a manual to an automated order fulfilment system. Order fulfilment systems that rely on manual labour are slow, inefficient, and prone to human mistakes. Using an automated system to handle the entire process from start to finish will save you time, increase productivity, and improve customer satisfaction.
7. Identify the flaws in your order management process
This is a fairly common issue in the e-commerce industry. When parts of the order management process system are not effectively stitched together, problems and inaccuracies can arise.
The most important aspect of a successful order delivery model is gaining visibility in the order fulfilment process. If the fulfilment process is not streamlined, businesses may send the incorrect order or customers may not receive their orders at all.
Automation helps to prevent this problem by eliminating human error, which is frequently the cause of these types of miscommunications.
8. Storytelling can help you sell your brand
Enough with the sales emails, blog posts, and other promotional materials. Begin telling your brand’s story in a way that will pique your customers’ interest and make them want to buy.
Customers dislike being sold to, but providing them with the information they seek in a way that is consistent with your brand will keep your brand in their minds, converting them into brand advocates.
Content marketing, rather than being pushy, allows you to provide value to your customers and urge them to buy.
Dannijo, a jewellery brand founded in 2008 by sisters Danielle and Jodie Snyder, is an excellent example of a storytelling business. They believe that trustworthy storytelling is essential for building a successful brand. These sisters use Instagram to share snapshots of their daily lives, as well as lifestyle photos of their products and celebrities or models wearing them.
9. Connect and engage with mobile customers
Because your customers are mobile-savvy, you should be as well. Check that your payment processor accepts mobile payments. Some e-commerce sites do not offer payment options for mobile users, but this is a sure way to lose sales. No customer wants to choose what they want to buy only to discover they can’t then pay.
It makes perfect sense to provide your customers with a secure mobile payment system.
10. Provide 24-hour phone support
Customers sometimes prefer to speak with a customer service person over the phone. Develop 24-hour phone support capabilities, if possible, to meet these needs and keep customers engaged.
When you’re not online, you can use a variety of products to capture voicemails. With a 24-hour live answering service, on the other hand, you provide your consumers the option of speaking with a real person anytime they choose.
The human touch has a significant effect. Invest in this level of customer service, and your e-commerce customer service will excite customers and increase sales.
11. Customer support software for E-commerce is a good idea
It might be aggravating when a customer’s question is distributed among several reps. Customers are at risk of not receiving adequate answers to their questions. It’s not fair to make your customers explain their problems repeatedly.
Using conversational customer experience software streamlines the process – ticketing is the most common technique of dealing with issues.
By automating processes and supporting you in making informed decisions to boost your ROI, smart e-commerce customer care software will make your life easier.
12. Customer satisfaction should be measured
Customer happiness should be measured since it is the most critical metric for enhancing your whole customer service and marketing strategy.
If you have CRM software, you can ask consumers to fill out surveys after each customer care session to record their thoughts on the service they received. You could even follow up with an email asking them to tell you about their experience or write a brief review for your website or social media.
It’s easy, but this form of feedback is highly powerful at revealing what you’re doing well and what you may improve upon.
13. Billing history is displayed
Customers expect to be able to access their invoices, purchase history, transaction history, and inquiries. On their dashboards, they should be able to see everything. Make certain that everything is accessible and available. If they are unable to access this data for whatever reason, inform them of the reasons so they are not concerned.
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