Last updated on September 15th, 2022
Convenience is the backbone of e-commerce, and it is one of the reasons why shopping online continues to thrive. From the consumersโ point of view, convenience is the middle name for shopping online. Consumer convenience is any element of the customer experience that saves the customer time and effort. While shopping online, customers are often motivated to save both time and energy. Thus, products and services are designed keeping this in mind, with the sole goal of customer convenience. This concept has gained momentum so much so that a recent survey brings to light that 52% of customers stated that they prefer convenience in purchase experience over the productโs price.
In the online world, where time is short and with an array of options available, it takes more than price to beat your competitors. Thatโs why โ you need to consider options that create a perfect balance between the price and convenience, supporting both the convenience shoppers and the economical shoppers.
But how to deliver a convenient experience? Read on as we have discussed this subject in great lengths.
While most eCommerce entrepreneurs consider delivery speed to influence convenience, the customer experience includes the entire eCommerce purchasing process. Letโs take eCommerce customer support, for instance, when your visitor has a question while making a purchase; you need to be right there on time to answer. Even a minor glitch can sway away your customers. The quality of your eCommerce customer service will reflect in your customer loyalty. Here are the tips from Vserveโs decade-long industry experience to avoid any negative experience and dominate the marketplace with your customer support service.
Top eCommerce Customer support Tips for Enhanced Customer Convenience
Deliver real-time interaction
Stay committed to delivering an instant solution to your customersโ queries. Strictly adhere to the phrase โAs soon as possibleโ. It is a matter of concern as your customers might grow impatient. Your eCommerce business revolves around the trust factor; ignoring or delaying to address customer needs may end in losing your customer base. Make sure you place a trained customer support service team for active and real-time interaction.
Build an informative website
Your website is the primary platform for all your brand information. Structure your webpage with extensive information regarding your brand, products, variants, new launches, prices, discounts, purchase options, social media links, and an active chat and call center service link. This allows your customer to know more about your brand and products before engaging in your business.
Create frequently asked questions page
Incorporate an exclusive section for FAQs on your website. Note the commonly raised queries during your personal interaction. Draft a detailed answer for the question, collate from reviews, and assemble them based on their appeal frequency. Visiting FAQs for clarification is the latest customer behavior. Maintain your FAQs with updated content to develop customer convenience in approaching you.
Be honest when answering reviews and complaints
Your response to customer review isnโt specific to the one who raised the issue. Remember that the responses hang in the public domain and are open to view. Customers usually study the reviews, comments, and testimonials before the business approach. So be honest and transparent while addressing all your customer reviews and complaints.
Interact through social messaging apps
Employ social messaging applications and address your customers swiftly and effectively. A social messaging app is a live medium to interact with. Such a move can transform your business in accordance with the current trend. Apart from customer service, these apps can also update and promote your brand among the customer base.
Grow an active community on social media
Most sellers misunderstand social media as a platform for marketing and promotions. It could also be an excellent platform for adequate eCommerce customer support. Growing a community helps you share thoughts and also receive feedback from time to time. Consider all the shared thoughts and bring in necessary changes to grow your business and provide convenient customer service.
Set up dedicated 24*7 call center services
Nothing can equal a personal voice-over interaction with your customer. Your customer will also prefer to communicate with a company executive. Hence it becomes mandatory to deploy full-time call center services. A 24*7 customer service is required to accept customer calls round the clock. Delegate the task to a remote customer service assistant if you are too busy to handle an in-house team.
Avoid redirecting your customers
Regarding your voice-over assistance, be reminded that it is annoying to redirect a customer call. Your customer service assistant must be aware of your businessโs aspects and act as a one-stop solution. If it is unavoidable that the call needs to be transferred, donโt give your customers another number to call. Instead, add music to listen to, while you can do a warm call transfer.
Limit automated response
An automated response can be instant, but it doesnโt appear to be personal. Complete automation of customer chat and call service cannot resolve a customer query. So there are limitations in automation. Use automated response for instant responses; for instance, send messages like โthanks for connecting. Our customer support service executive will contact you soonโ and thereby delegate an assistant to personally contact the customer. Such a limited automated response will be appreciated.
Such repeated automated responses are a sign of customer service failure and break the trust in your brand.
Partner with an eCommerce Customer Support Agency
Tips and advice can improve your customer service. But there are back-end processes incorporated with the customer support service. And multi-channel customer service has to be flawless to ensure customer convenience and eventually satisfaction. Thatโs why partnering with an eCommerce customer service agency will be a solid move to gain an edge over your customer support.
With years of expertise in the industry, a service provider can rope in expert assistance to your business. Check for the best eCommerce customer service agency to outsource your customer support services.
