At the end of the day, the bottom line for your e-commerce business will be determined by how much money customers spend on your website. That means that no matter how valuable your product, how innovative your website, and how reasonable your prices, you won’t make a dime unless you have customers who want to buy from you. Making a good impression on prospective patrons is key. Here are a few things you can do to improve your website’s customer service.
Respond in a Timely Manner
According to a survey by Desk.com, 84% of customers reported that they would be likely or very likely to do business with a website that responded to their query in less than a minute, while only 53% said the same if the response time were greater than a minute. That’s a pretty steep drop-off. The quicker your e-commerce business is designed to reply to potential clients, the more likely these potential clients will have good associations about your company and ultimately make a purchase.
Provide Online Chat
Providing an online chat function on your website is a simple and effective way to increase your conversion rate. It requires very little work on your end, and it’ll automatically help you get in contact with people who are eager to make a purchase from your website but need assistance. Plus, even those who don’t intend on using the feature will have a more positive perception of the quality of customer service at your store, as it’ll make your website seem more professional.
Listen on Social Media
The advent of online marketplaces has made consumers’ shopping experiences faster, easier, and cheaper. However, it has also drastically decreased the amount of human interaction that takes place between the customer and the store’s sales force. For some people, that doesn’t work. They want or need a salesperson to help them make a purchasing decision. If you don’t respond on social media, not only do you lose out on these shoppers, but you essentially attach a sign to your company’s web presence that says: “We Don’t Care About Our Customers.”
Offer Multichannel Support
Everyone’s different. While some consumers want to ask a question on Twitter, some want to send an email, and some want to place a phone call. By offering support via a variety of channels, you will enable as many people as possible to reach out. Additionally, you make sure people know that delivering top-notch customer service is important to your company. It’s a win-win scenario.
If you want to know more about how you can improve your online company’s customer service, please contact Numinix.
What forms of customer service do you offer your patrons? Let us know in the comments below.