There is a lot of competition online right now. If you want to have a successful e-commerce store then you really have to rise above the competition. You need to have your marketing working very well to get traffic to your site. Your conversion rate must be good. And, you have to provide a great user experience.
Another big part of your success hinges on having stellar customer service. When your visitors feel like they are being taken care of then they will come back and shop with you again. A poor customer service experience will result in lost business. In this article, we will go over several ways you can provide great customer service so you can beat the competition.
1 – Focus on customer success
Prevention is always the best medicine. When you can be proactive you are able to avoid having to react to a negative situation. In other words, if you are able to anticipate some of the problems that a potential customer would have on your site, then you are able to mitigate them before it even happens.
This is called creating positive customer outcomes. Think about if you were a customer coming onto your site and seeing things from their perspective. Take a look around and determine what questions are likely to arise while browsing. Do an audit of the checkout process and try to understand if there are any sticking points that would prevent them from finishing it.
You won’t be able to eliminate things like returns or complaints, but you can seriously reduce them when you take this approach.
2 – Use a chatbot
It would be very expensive and inefficient to have a customer service representative working 24 hours a day. Yet, it is what is needed to be able to help people with problems right away. If somebody has a question that is answered immediately, then they are likely to keep shopping. If they have to wait for a response, they will likely go to a competing site.
Using a chatbot is a great way to have somebody answer questions nonstop without having to pay somebody. The AI used for these bots makes for a natural experience and helps customers. Since many people often have the same questions, the chatbot can answer them effectively.
3 – Always follow up
Once a situation is resolved, that doesn’t mean that you are done with it. You have to be able to follow up with the customer to make sure that they are happy with how the experience went.
Send them an email and ask them if the situation was truly resolved or if they still have an issue. This shows that you are operating in good faith and actually want to help solve their problem. They may still have something that needs to be worked out and don’t want to bother. When you follow up they will be happy to have somebody that is looking to continue to work with them to fix the problem.