Even though a lot of retail shopping is done online these days, it doesn’t mean that the relationship between the customer and business is no longer relevant. Customer service is still as important as ever even when you are running an e-commerce store and not a brick and mortar.
There are certain ways to make sure that you take care of customer service so you can make sure to keep customer loyalty. There is a lot of competition online these days so it makes sense to not give any reasons for them to go to the competition. In this article, we will give you several tips to be able to improve your customer service for your e-commerce store.
1 – Prompt shipping
There is something that has taken over online shopping called the Amazon effect. It means that since people have gotten so used to how things operate on Amazon that they expect the same from every e-commerce store they order from. One of the things that they expect above else is fast shipping.
This means that you need to use a service like Reliable Courier Services to get packages out quickly so they arrive within a reasonable time frame. This will keep your customers happy and will keep them coming back to shop over and over again.
No matter how small your operation is, the shipping needs to be professional and on time. This also includes offering return shipping for returns if they have an issue with the product.
2 – Rapid responses
When people have a problem with a product that they bought at a store, they can get it remedied by making a quick drive and talking to the customer service desk. Because of this, they still expect to resolve their issue in a timely way even when they’ve bought something online.
This means that you have to have a system in which people can get answers to their questions right away. Making a situation right is also important so it has to happen as soon as possible.
This means that people should get a response when they send an email or start a chat. Many e-commerce stores have chatbots since AI has gotten so good that it can anticipate many of the questions that people will have. This way you don’t have to have a team on call 24 hours per day.
3 – Make sure to follow up
When a return is made, or there is a question answered, it is important to not just feel like the situation is resolved and dealt with. There may be some lingering issues or the product replacement is still not working properly. If you don’t follow up then there may be no way to know about it.
This will lose you a customer instead of solving the problem to their satisfaction and creating some loyalty. When you follow up it shows that you care and are looking to actually help. They may have given up if the issues went unresolved but will be willing to give your store another try when you don’t drop it.