In the perfect world, your ecommerce business runs smoothly all the time. Your customers are able to easily shop online and receive their orders in good condition and on time. While this is the case for the majority of orders, inevitably some issues may arise. Mistakes can happen at any point in the process or customers may want to return their product for a number of reasons.
Importance of Great Customer Service
Concerns, returns, or complaints that are handled well can be an opportunity for you to make a personal connection and increase that customer’s loyalty. On the other hand, if the customer is not satisfied with the way that their issue is dealt with, you lose that customer and risk negative reviews. Excellent customer service is essential in growing your business.
Five Ways to Improve Your Customer Service
Great customer service does not happen accidentally. In order to make sure that each and every issue is dealt with in the best manner possible, it is important to be prepared. Here are five ways that you can make sure that you retain as many customers as possible:
1. Easy to Understand FAQs
Make sure that your customers know what to expect in advance. The Frequently Asked Question (FAQ) section on your website needs to be clear and easy to find. A good FAQ page reduces inquiries and keeps your customer service staff available for issues that need hands-on solutions.
2. Respond Quickly
Nothing irritates a customer more than not being able to get a quick resolution to their problem. Make sure that customer service issues are dealt with as fast as possible. As your business grows, you will probably need to increase your customer service department accordingly in order to maintain fast response times.
3. Make Communication Easier
These days, people want to be able to reach out in the way that they feel is most comfortable to them. Offer a variety of communication methods including email, text, live chat, or voice. Many companies also deal with customer service issues through direct message on social media.
4. Software Can Help
If all of these communication methods are getting to be too much to keep track of, there are help desk software options available that can help. They act as a communication hub so all communication methods, including social media, can be managed from one place.
5. Don’t Forget the Details
Paying attention to the small details will make your customers feel as though they personally matter to you. Little things like making sure that they don’t have to repeat their concerns over and over, having one rep to deal with rather than being passed around, and providing personalized follow up after the issue has been resolved are all important.
If you feel as though you could use some extra coaching in the customer service department or any other aspect of your ecommerce business, take a look at what we have to offer here are Wizards of Ecom. We offer a wide range of classes, workshops, and training videos that are designed to help you and your business to succeed. Our expert instructors have years of ecommerce experience and can help you to achieve your business goals.