Running an e-commerce company can be an enormously profitable enterprise, one that can enable you to truly make the most of the opportunities that the internet has given you overall. An important part of running an ecommerce service is customer service and support. Here are some tips to help you maximize your customer support within the context of an ecommerce business.
#1 Incorporate Live Chat
When your customer is browsing a particular product, they might want to find out a little more information about that product. In such situations they are not going to want to have to make a call every time they have a query that they need addressed. They would probably much rather just chat with someone. Offering live chat services is essential, and you need to make sure that you train your CSRs to focus on live chat in a way that is meaningful to customers, handling as many customers as possible without lowering the quality of customer service that they are offering.
#2 Use a Customer Support Software
No matter how good the CSRs you have hired are, at some point it is going to become very difficult indeed for them to handle the immense customer traffic that your company is getting. Kayako is an Intercom alternative company and getting a customer support software from them is going to really take your customer service to the next level. You will be able to reduce customer wait times and incorporate a lot more diversity into the approach that your CSRs go for when they are dealing with the various customers that are out there.
#3 Create a Knowledge Base
If you want to truly give your customers the best experience possible, it is highly recommended that you create a knowledge that they would be able to use, one that would enable them to track information down for themselves rather than having to contact someone about it. This is very important because of the fact that it can help you save on CSR costs and can also make your customers a lot more self sufficient, not to mention the fact that getting the information they need so quickly is almost certainly going to make it more likely that they are going to end up buying what they are looking into.
#4 Work on Your Returns Policy
Having to accept a return is never easy. Quite on the contrary, it is the sort of thing that is going to be very difficult to do because, after all, you are going to have to part with some of your hard earned money; no one is going to enjoy doing something like this. However, you need to create a returns policy that is as lenient as possible so that your customers know that you are on their side, and that if something goes wrong you are definitely going to be willing to give them the benefit of the doubt and help make their experience the best that it can possibly be.
#5 Reach Out to Customers Proactively
If something goes wrong and a customer has a complaint, you shouldn’t wait for them to contact you on a regular basis. Instead, you need to think about reaching out to them yourself. This makes it apparent that you are willing to meet them halfway, and also that you genuinely care about whether or not they get the experience they deserve. It also gets customer problems resolved a lot more quicker than would have been the case otherwise.
#6 Work Extra Hard During Holidays
You may want to take some time off during the holidays but the fact of the matter is that doing so is only going to make your job even more difficult moving forward. E-commerce sites get the most traffic during the holidays because people are going to want to buy gifts for their families. Electing to work on holidays could prove to be enormously profitable for you in the long run, this is one of the biggest reasons why so many customer support executives enjoy working on the holidays. Try offering your team bonuses so that the thought of working on the holidays doesn’t bother them too much.