eCommerce Customer Service in 2022: The 5 Best Ways to Improve

written by Carlos Alvarez
5 · 03 · 22

There are thousands of vendors out there in the eCommerce realm, and it is hardly unknown that the products that you offer, someone else may have available through their storefront; so how do you stand out?

Increasingly, people are getting picky with who they will come back to when they are shopping, and the best method any eCommerce company can employ to boost their customer retention is to offer impeccable customer service. While ideally you don’t want a customer to have to resort to needing customer service, issues happen, and that’s when you really need to stand out.

Many consumers, once they have had a problem with a company’s product and find that the customer service is lacking or completely missing, will decide to never shop with that company again. You want to avoid this! The following steps are five of the best ways to help improve your eCommerce customer service in 2022.

1. Streamline the Customer Service Pipeline

A big issue with modern customer service is that it often has you fill out a form to explain your issue, read the FAQ, and email a support representative. Then, if the first level of support can’t help you, you end up with the next tier, and have to explain everything once again. Coupled with long wait times, this can get very frustrating for customers. One of the best things you could implement is a system that ensures your customer doesn’t have to constantly repeat themselves to multiple tiers of support.

2. Multi-channel Customer Service Strategy

Offering customer service in a way that is convenient to them is an ideal thing you can do to improve your customer service. This may include offering support channels via live chat, email, Facebook messenger, Instagram, WhatsApp, WeChat, etc. Ultimately your goal should be to be able to provide the same level of support through all channels.

3. Making Key Information Available Online

Customers don’t always want to talk to a representative in order to fix their problems. A vast majority would be perfectly fine with key information made available to them in the form of FAQs or knowledge bases. This allows them to narrow down their issue without having to wait for customer service responses and will cut down on the amount of customer service load you will get.

4. Boost Service with Seasonal Staff

You will always get the most customer service requests around the seasons that you sell the most products, so you should adjust your service staffing to take that into account. If your products sell best around Halloween, have extra staff available during that time period; same for any other best selling holidays. Low support queue times are important to most customers, and lead to much better satisfaction levels.

5. Engage with Social Media

There are many customers that expect to be able to contact a company via social media if they wish, and if you make that option available you can get public recognition for good quality customer service through testimonials. Just make sure if you do offer social media support lines that response times are reasonable (most expect a response within an hour.) Good customer service is the best way for an eCommerce company to help retain customers, even after a product defect, For more eCommerce tips, training, and resources, visit Wizards of Ecom today.

Carlos Alvarez

Alvarez sums up his mission to help online sellers with a quote he heard early on in his career. New sellers constantly compare their Chapter 1 to another seller’s Chapter 20. They see what other veteran sellers are doing and they judge their success and failures by this benchmark. His goal is to show sellers a realistic path to success, and how they can enjoy every chapter of their own, unique journey.

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