How to improve customer service in your retail Ecommerce?
In an increasingly competitive landscape for the online retail sector, positive differentiation is played on the quality of service and customer service provided by the website. Hence the importance of customer service in Ecommerce, since it helps you increase the profits of your Ecommerce for retail.
When you make customer service improvements, you have loyal, satisfied, and enthusiastic customers. These customers will be the ones who give voice to the reputation, reliability and values that you have as a company.
What is customer service in retail Ecommerce?
Nowadays, the concept of customer service has evolved a lot. From the voice of objects, it has become the voice of your company. Therefore, it is based on people, emotions and above all relationships.
It is the human note that the customer perceives and claims to know behind the logo of an e-commerce. And it's the hand that guides customers through each touchpoint of the sales funnel, allowing them to break down any obstacle that prevents them from moving from one level to another.
Among the benefits of customer service, we can mention:
- It's a driving force for the customer retention rate: Excellent customer service is more capable than other tools of influencing the retention rate.
- It is a useful tool for overcoming resistance and eliminating the last friction before a conversion: a reactive and precise customer service manages to guide the customer towards the main objective, which is conversion.
- It's a useful incentive to increase your social proof: Online customer service that is truly focused on the customer and their needs will be positively reflected in the reviews you receive online. And, above all, it will trigger word of mouth that will act as a boost for your sales.
- It's an excellent opportunity for cross selling or cross selling and up selling: Being attentive to the customer's needs at the right time will allow you to propose actions of this type with a higher success rate than those registered on other channels.
- It's a powerful way to lower the acquisition cost per customer: Thanks to the combined action of word of mouth and loyalty, betting on excellent customer service will allow you to lower the cost of reaching and retaining new customers.
3 phases in which you must apply improvements to the customer service of your Ecommerce
Customer service is part of every crucial moment of the customer experience. That is why you should pay special attention to each of the phases of the purchasing process to improve each of them.
Phase 1: Before the customer makes their purchase
In the first phase or pre-sale, it is vital that you provide clear and timely information about the product and policies of your retail Ecommerce.
This way you reassure the potential customer both of the goodness of a hypothetical purchase and of the seriousness of it.
Phase 2: During the customer's purchase process
The second phase is when the sale of your product or service becomes effective. And, as a result, the purchase by the customer materializes.
During the purchase process, it is important that in your Ecommerce the customer overcomes the last doubts.
But above all, that it can solve and prevent some difficulties and, consequently, facilitate the conversion.
Phase 3: After the customer makes their purchase
The third phase or after-sales service is functional and very important for customer loyalty action.
Being certain that the company's support and support continues beyond the purchase makes the customer more likely, not just to contact you again for future purchases.
It also makes him more likely to become an ambassador for your brand. And so trigger positive words, both offline and online.
5 techniques to improve customer service in your retail Ecommerce
Text Knowing how to provide good customer service is key to obtaining a higher number of conversions.
Apply these 5 customer service techniques and start increasing your revenue:
1. Provide a personalized experience for your customers
The secret of customer service capable of differentiating itself from the competition is to make the customer feel special and unique: not a number, but a person with their own individuality.
Respond with a first and last name, use programmed systems to customize, let them know that you are there for them and to solve their problems.
Despite being an integral part of the sales process, customer service is not intended to make money, but should be focused on customer satisfaction and improving their shopping experience.
2. Keep the help center in your Ecommerce up to date
It's important to provide information to the customer before they request it.
For example, you need to have a Frequently Asked Questions (FAQs) area, or an area that collects all the questions that have already been asked.
The chat relieves the work and makes the customer happier, who will be able to find the answer to a question or a question to resolve independently.
3. Offer more communication channels for your customers
The customer is everywhere, so the omnichannel nature of the brand and the service provided is important.
Dedicated pages, emails, social networks, SMS, WhatsApp messages: no tool should be missing.
4. Design a process to respond to any request from your customers
One of the best ways to do this is through a live chat.
With or without bots, or Artificial Intelligence systems, it is important to have a chat that opens in case of need, easily accessible by clicking on the dedicated icon.
This tool satisfies the customer because the answers arrive immediately without interrupting the shopping service.
5. Use digital tools to manage your customer service
With customer support tools, you can have a clear idea of how your team works, how the workload is distributed and who is the fastest to close tickets.
Automate as much as possible through a chatbot, for example, and track the team's work to understand if and where improvements are needed.
How does Picker help you improve customer service for your home deliveries?
The home delivery service is another important aspect that helps you improve the customer service of your retail e-commerce. If you offer an optimal order delivery experience, you can ensure that the customer continues to trust you and has your company among their first options when ordering any of your products.
With Picker, you shorten the waiting times for your customers, since we are looking for the closest delivery people with experience in delivering orders placed through an e-commerce.
In addition, you can provide your customer with a real tracking experience, they know exactly where their order is. This improves your shopping experience, increases your trust and builds loyalty, which represents an increase for your online sales.
Conclusions
For the retail sector, today there is a hypercompetitive situation, characterized by the saturation of all market segments.
Hence the importance of customer service in Ecommerce. The success of your business depends on your ability to place the consumer at the center of the sales process.
Clarity, precision, listening skills and empathy are the basic characteristics that excellent customer service should offer customers.
Customer service is relevant for solving consumer problems, but above all it is a meter and a tool to optimize loyalty capacity and increase conversions in your e-commerce.
