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Build an Effective Ecommerce Customer Service

We at FSP Global Group serve customers with a consistent level of quality through different channels in a short amount of time, helping you to deliver a full-featured multi-channel customer service strategy, by applying some of the best practices for an effective E-commerce Customer Service.

Get organized

One of the essential aspects of a successful customer service department is the organization.

There is an efficient process and a very ambitious team, but without organization, everything can collapse. Everyone can share the same page if they have provided tools to track your conversations and help your team collaborate.

You can use your shared inbox to save answers to recurring questions and use collision detection to help your customer service team resolve customer requests in an organized and efficient way.

Meet customers on their terms

In e-commerce, one size doesn’t fit any. Customers expect a personalized approach to feel special. Today’s businesses need to know them well and talk to them to form meaningful lasting relationships.

“E-commerce” means meeting customers’ ever-changing and increasingly demanding habits and expectations. Some of the customers would like to speak with a customer service representative, others choose interacting through live chat or email, or simply want to tweet.

According to Forrester, 31% of customers report that they contacted the company via Twitter, 33% use Facebook to contact the company, and 45% have used online chat.

Altering devices to complete tasks has become our reality. According to Microsoft, over 60% of consumers contact customer service through at least three communication channels. So, it’s no wonder that more than half of businesses see a problem with their most important customer experience “will provide a seamless experience across multiple channels”.

With that said, you have to serve your customers through their favorite communication channels. Beyond meeting customer expectations, it is important to establish a well-rounded multi-channel customer service strategy

Enable self-service

One of the most underrated tactics of great e-commerce customer service is self-service. Many consumers prefer to choose automated self-services, by engaging through websites and mobile apps, for solving simple customer service tasks.

Additionally, 77% of consumers are using a self-service support portal. According to Forrester, across all self-service channels, customers prefer the knowledge base. Knowledge bases allow customers to write and publish their own answers, reducing the amount of customer support by at least 20%.

Customers are unknowingly looking for the line with the least resistance, so they will stop if it’s too complicated. 

Stand out from the rest using personalization

Unlike the situation where clients just want to answer basic questions quickly, they sometimes need personalized methods and expert advice.

In order to ensure the best customer experience, the customer care agents have to provide guidance to help customers make the right purchases for them.

According to Accenture’s data, 33% of customers leave the business relationship because of a lack of personalization. Consumers generally want to adopt a personalized approach, and a Segment report found that 71% of respondents are frustrated with non-personal experiences.

The introduction of personalized and informed services is what distinguishes leaders from other online businesses.

Leverage the power of customer reviews

Customers today are more empowered than ever to make informed decisions. They want to be heard and they want to hear from other customers about products and services. In addition to the fact that reviews are one of the key factors in purchasing decisions, they are also a great source of ideas for improving the customer experience.

Brands are viewed by 77% of consumers as more favorable if they actively invite and accept customer feedback. Additionally, 52% of people globally believe businesses should act on customer feedback.

Better your response time

E-commerce is speed and comfort. Customers who choose to buy online expect fast, and fast response, According to Statista, 12% of Americans rate their first complaints about customer service as “insufficient.”

It’s not enough to allow customers to communicate with the customer service team using other channels. At the core of a successful team is a balance between speed and comfort.

Measure, optimize, repeat

There is no hard and fast approach to customer service. Businesses must proactively solve customer problems while continually improving data-driven processes.

Assessing the number of teams per channel, tracking busiest hours, and targeting hot topics for customers are just a few of the things you can improve by measuring and optimizing results.

Establishing a process for monitoring performance will serve as the basis for future decisions. This is the first step towards successful customer service.

Customer service is the backbone of your E-commerce business

As customers’ expectations rise, customer service is critical to your success in the evermore competitive e-commerce world.

Reinvent the journey of online buying and benefit across multiple parameters by incorporating some of these highly efficient customer services best practices.

This helps retain customers and increase lifetime value while attracting important new customers in all industries.