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6 Key Elements of A Perfect E-commerce Customer Service Plan

 “A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” – Mahatma Gandhi

We at EcommBizKit firmly believe that customer service is essential to the success of your company and cannot be undervalued because it serves as a direct link between your clients and your business. Implementing fundamental customer service can enhance both your business and your connections with clients. Providing excellent customer service is another thing that keeps people coming back to your business over time.

Companies can lower their customer retention expenses and build a loyal clientele by providing excellent customer service. Loyal customers increase a company’s revenue. They persuade other potential customers to buy your brand, which is fantastic free marketing for any business.

In this article, we go over the reasons why customer service is important. With a better understanding of the importance of customer service, you can optimize the customer experience at your company. So keep reading to learn more about the e-commerce customer service plan.

What is E-commerce Customer Service?

E-commerce customer service mainly simplifies a customer’s shopping journey. It is defined as how online businesses assist customers with everything from making online purchase decisions to resolving issues. Additionally, you are providing answers to their questions and problems. Customer service is a primary concern to get your desired placement in the e-commerce marketplace. This is because, with excellent customer support, you can win your customers’ hearts and expand your business by getting good feedback. 

6 key elements of a perfect e-commerce customer service plan.

1. Put Customer’s Needs First

Every customer deserves to be treated as a vital business asset. Set this standard from the beginning to ensure your team knows that customer satisfaction is the No.1 priority in the running business. When a customer has an initial positive engagement with your company, it’s realistic to anticipate the same quality of service in future interactions. Therefore, you should always maintain consistent customer service. Not every customer interaction is going to be sunshine and rainbows. Some are going to be filled with friction as customers openly provide feedback about your brand.

In these scenarios, it’s important to maintain a professional interaction and treat the situation as a learning opportunity. Rather than taking the criticism personally, look it at as feedback that you can use to improve your customer service offer and your company as a whole.

Start with relaying feedback to management. If the problem isn’t serious enough for that, record the issue and forward the information to whichever team or department would benefit most. As you continue this process, you’ll start to see feedback trends forming that can help you make positive adjustments to your support strategy.

The future of your business depends on your customers, without them the business won’t succeed so be sure to treat them well every time. 

2. Streamline Your Process

It’s important to come across as well-organized and on top of things. After all, your customer support experience is an extension of your brand. Constantly tracking and improving your customer support process is essential. If you can develop a schedule of times when you expect a high volume of contact from customers, you can staff your team appropriately to address customers’ needs. Customer support needs to be prompt, comprehensive, customer-focused, and streamlined. Responding to customers as soon as you can, using the communication method they prefer, makes them feel valuable and comfortable. 

To deliver streamlined customer service, your team needs to be working together and understand their roles. If your customer service providers aren’t up to date with every offer, product, or service you offer, it will be impossible for them to provide consistency across their customer assistance channels. 

3. Develop a MultiChannel Strategy

More than 85% of customers prefer multi-channels for completing their shopping journey. It is clear that customers want to have business-related communication via multi-channels that includes:

  • Shopping-related search engines (Google Shop, Bing Shopping, Shopzilla, etc.)
  • Social Media Networks (Facebook, Twitter, Instagram, Pinterest, and many more)
  • Email
  • WhatsApp
  • Telegram

Your approach should include a multi-channel communicational approach. Customers feel comfortable communicating in their preferred channel because they can multitask under one significant channel. For example, if a customer is using Instagram to look for a product, they may land on your business page. Therefore, while asking or inquiring about a product they can use Instagram itself to communicate with your business page. The benefit of a multi-channel strategy is, that you will get all the customer queries on one platform. 

The multi-channel strategy aims to utilize the power of these channels and optimize the customers’ shopping experience. Also, it creates a bond between customers and the brands. In the ever-changing environment of e-commerce, the right channel and strategy can assist you in boosting your brand. You will get long-term success with stability if you consider how easier for customers to use your site and platform, read our blog 5 Best Practices to Increase User Experience in Your E-commerce Site.

4. Solve for Long-Term Solutions, rather than Short-Term Conveniences

Supporting long-term solutions over temporary conveniences is the best approach to demonstrate that you are on the customer’s side. This demonstrates to the client that you care about their success in the long run in addition to just tackling the issue at hand.

In some circumstances, you could be required to find a quick fix because it’s your best bet right now. As you continue to work on other issues, it’s crucial to make sure that temporary fixes don’t turn into permanent ones. Your team has to evaluate these issues and update customers as soon as a long-term fix is made available.

5. Prioritize Quality Over Quantity

In the words of customer service expert Micah Solomon, “Great customer service is fast but never rushed”. Rushing results in sloppiness and mistakes. You end up having to redo things or spend more time fixing errors than on the original task/problem. For example, during holidays or product launches, you may experience a customer service surge where the volume of your support cases rises significantly. At these times, it can be tempting to focus on solving as many cases as possible instead of thoroughly working through each issue.

Rather than prioritizing speed and efficiency, prioritize quality over quantity. In this way, your customers may feel that they are important. 

6. Measure, Optimize, Repeat

There is no set method for providing customer support. Businesses must be proactive in resolving consumer issues while continually optimizing their operations based on data.

You may improve some things by assessing and optimizing results, like evaluating your team’s volume by channel, monitoring busiest hours, and keeping track of client trending topics. Making decisions in the future will be supported by a procedure for tracking performance, which is the first step toward effective customer service. Measure the results, optimize, and repeat the process. 

To summarize here are the 3 advantages of why providing the best possible e-commerce customer service can help your business.

A. Retaining loyal customers. 

Online shoppers’ sense of customer loyalty grows when they are made to feel valued. In reality, people are drawn to customer experience firms that offer top-notch customer service, and these customers are more likely to sign up for newsletters, participate in promotions, and make subsequent purchases. That has a real, monetary effect that can improve your bottom line.

B. Attracting more customers

The good news spread quickly. The more frequently your consumers have pleasant experiences, the more probable it is that they will tell others about it and recommend new clients to your online business, which will ultimately generate value for you. 

C. Improving Conversion Rates

The E-commerce conversion rate is an important metric and one that can be hard to improve. Good customer service can help get potential buyers over the hump and move the most important conversion metric you have-SALES. 

Final Thoughts

Customer service is an essential part of any e-commerce business, and each of the areas outlined above is vital to providing good customer service. Businesses that don’t provide exceptional service won’t stand out from their competitors, who are likely using these same strategies. It needs to be constantly improved to keep up with evolving trends and technologies, so businesses need to get guidance from experts along the way. Join the incubator at www.ecommbizkit.com to get help from industry leaders!