How to Improve Customer Service at Your E-Commerce Store

BY: ON MONDAY, NOVEMBER 07, 2016

Today, online shopping is more popular than ever before, and online shoppers have never been more aware of the weight that their voice can carry. Whether it’s positive or negative, all it takes is a single tweet, Facebook status or blog post to reach thousands of people in a very short amount of time, providing that it’s picked up by the right outlets. Even if an update doesn’t go very far, negative comments from customers regarding your e-commerce store can often come back to bite you. Because of this, providing exceptional customer service is an absolute must. We’ve listed some of the best ways to improve customer service at your e-commerce store.


Outsource

For those who are just starting out with a new e-commerce store, it’s not uncommon to be unable to get together enough funding to hire a good customer service and support department, or set up customer services essentials such as an in-house contact center. Because of this, many e-commerce stores tend to suffer within the first few months of doing business, meaning that it’s crucial for the owners of these stores to make dramatic changes, and quickly.

Customer service, in particular, is a vital part of e-commerce, especially in the early days when you need to retain customers. Companies like SandStorm Holdings constantly analyze the support they provide, and tweak it where necessary to improve retention rates. No matter what e-commerce platform you use, or what language your e-commerce store is in, they can help to funnel customers through the purchasing process, leaving you with much better sales.


Multi-Channel

For customers who shop online, the option to get in touch with the business and brands that they shop with through a variety of different channels is important. Today, it’s critical for e-commerce store owners to understand that their customers should, and will expect, to be able to use a range of different means when it comes to making inquiries or even making a complaint. Typically, customers expect to be able to get in touch via social media and live chat, although there should also be email and telephone channels available for those who prefer it.


Be Active on Social Media

Today, social media sites such as Facebook and Twitter provide an important customer services hub for many e-commerce stores. For customers, social media has become their first stop when they need to get in touch with the companies that they shop with, and because of this, ensuring that you are active on social media and communicating with your customers through these channels is imperative. Social media provides you with the option to give your customers an immediate, convenient response, therefore social media management is something that you should be prioritizing.


Go the Extra Mile

E-commerce stores work a little differently from high street retailers in that customers are highly unlikely to ever communicate face-to-face with customer services representatives. Because of this, going the extra mile is often absolutely crucial when it comes to making sure that each customer has an outstanding experience that they will never forget. Making the time to do small, but nice things for your customers such as sending them vouchers as a thank you or gift can go a long way!


With e-commerce becoming more and more popular, it’s vital for store owners to improve their level of customer service.




Image via Shutterstock

About the Author

Megan Totka

Megan Totka is the Chief Editor for ChamberofCommerce.com. As a small business expert, Megan specializes in reporting the latest business news, helpful tips and reliable resources, as well as providing small business advice.

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