Tips To Provide Better Customer Service For Ecommerce

Customer service plays a key role in the success of any business website

. You need to respond to a customers needs and queries whenever he or she requests for it. It becomes more important in case of eCommerce websites as there is more interaction between the customers and the business. Prompt customer services help online stores become big brands in the market allowing them to increase the conversion rate and turn one time customer into loyal ones. It is very important that you value each and every customer irrespective of the volume or goods and services they purchase from your eCommerce store. Here are five essential tips which will help you offer high quality customer service and add to your businesss growth.

1. Contact Information Is Must First and foremost you need to make sure your full contact information available to the users. These include your physical address, contact number and email. This is also a sign of genuineness of your store especially the physical address. It would be wise to have a toll-free number of the customers to call as this allows them to make enquiries before and after placing the order. This number should be highlighted all across your website to offer better experience to your customers. Also try including a chat based help as this allows customers to receive fast response from your agents.

2. Let Customers Serve Themselves An eCommerce website needs to be extremely user-friendly and should allow customers to serve themselves. They should be able to find the products they are looking for and easily add them to the cart and make the final payments hassle-free. The search and navigation factor in your website needs to be very user-friendly as this will improve your conversion rate enormously. Apart from this you also need to make sure that the customers can help themselves for their basic doubts and queries. You can do this by making the page interactive and including demo videos and presentations. FAQs also help in answering most of the basic things that the customers need to know about your website.

3. Collect Customer Feedback No matter how good your eCommerce website is you can always make improvements to your services. Customer feedback offers you the base to make such improvements to your website. It is important that gather regular feedback from your customers by the means of surveys. Try to know what the customers think about your website in terms of its pros and cons. Apart from this whenever a customer raises a complaint try to resolve it in the least possible time. Once the complaint is resolved, email and ask them if they are happy with the services or need anything else. You can also add feedback option to the FAQ section as this will help you judge their effectiveness. You will come across a lot of suggestions which will help you fix the loopholes in your eCommerce website.

4. Never over Promise and Under Deliver Whatever promises you make to the customers try and meet them word to word. It is criminal for anyone in the eCommerce industry to make tall claims and under deliver. It is better to make lesser claims and exceed the expectations of the customers as this will help you gain their loyalty and have a word of mouth promotion for your website. In case you are not being able to deliver the kind of service promised such as failing to deliver a product on time, let the customer know the reasons for the delay as this will show that you care about your customers.

5. Analytics Is Key Always try and gather as much data as possible in the form or sales statistics, queries, feedback etc. and have a dedicated customer service team analyze this data. Focus on things such as customer satisfaction ratio, number of returning customers, time taken to resolve complains, missed opportunities due to lack of payment options etc. This will help you take necessary decisions to improve the quality of your services and cater to the exact needs of the customers.

Customer services can make or break an eCommerce business. Serve your customers well and dont let them desert you and write an obituary for your online store.

by: Rekha Bisht

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