Online business is booming. For more and more consumers, shopping online has become second nature, whether it’s buying new shoes or a new car. However, that doesn’t mean online businesses can afford to get complacent when it comes to providing excellent customer service.
Discover below why creating a seamless customer experience is essential for your brand.
1. Create a personalized online shopping experience
Personalization is where you can be stronger and more prominent than your competition – provided you have the tools to do it. For example, Wix Ecommerce includes fully integrated functionality that creates the data you need for a personalized shopping journey. Make sure your website offers the ability to store customer data and offer repeat buyers a quick checkout and services like personalized confirmation emails and tailored special offers.
And providing customer service helps you achieve those levels of personalization. Online shopping is easier when you know your customer – their previous browsing history, their preferences, their payment methods. When you use this to create a valuable customer experience, people buy more and come back more often.
Use the maximum personalization potential of your e-commerce website.
2. Retaining customers and gaining loyalty
Did you know that, according to this infographic, the cost of acquiring a new customer is seven times that of retaining an existing one? So you really don’t want to send away the customer that you’ve spent a lot of time and energy on.
Unfortunately, a lot can go wrong on the internet. A customer’s screen freezes and they are unable to complete their purchase. You cannot apply a discount code. Having trouble finding the right size. If your customers don’t get help with these issues, they may leave the company and never come back. After all, it’s easy to leave a page; much easier than walking out of a store. When you set up effective customer service, you minimize the risk of your existing customers leaving unsatisfied.
Online customer service may include a phone number to call if there are technical problems or if a customer is unsure whether their order has been processed. Most people appreciate speaking to a real live person when their purchase is expensive and they have doubts as to whether they have been successful in making it.
For other occasions, chatbots are more convenient. Frequently asked questions and customer service questions answered on the site also make it more likely that your customer can solve any problem they encounter. Customer loyalty is extremely important in both online and offline retail.
3. Develop an amazing customer experience
Companies that view customer service as part of an overall positive customer experience harness the power of this determination to build brand and increase following. After all, you want to create the “wow” effect with your online customer service.
You want to retain customers, but you also want to attract new customers through the power of your brand. And as users increasingly turn to their phones or tablets to express their opinions of you, you have an amazing opportunity to develop your brand through social media presence.
A great review for your brand can go viral and create excitement for your business. And exceptional customer service can also be broadcast across the web in a millisecond, showing that you care about your customers. On the other hand, a bad example of customer service is more than likely to be tweeted or shared — and it could be months before the effects of this viral mud-sling are reversed.
Look at customer service as a whole, from the basic “questions answered” to the idea of answering customer questions before they’re even asked. There are many examples of companies using imaginative customer service to surprise the internet and their future customers.
4. Optimize your order fulfillment
Customer service is an essential part of ecommerce order fulfillment, which is the foundation of your online retail operation. Ecommerce fulfillment encompasses the entire process from when your customer places an order through to “fulfilment” – delivery to their door or hand, in a direct-to-consumer model. Customer service streamlines order fulfillment, eliminates stumbling blocks in the process, and empowers you to predict and resolve issues as they arise or before they arise.
Use your online customer service to quickly answer questions and respond to issues after the customer places an order. Having a phone number to call will help avoid backlogs in your fulfillment process. Even more convenient is a chat bot that allows users to solve problems at the touch of a button.
The excellent customer service to go
Hopefully we’ve demonstrated that the capacity and impact of great customer service isn’t limited to brick-and-mortar stores. Your online presence is a valuable asset and you can use your online store to strengthen your brand and provide great customer service and an experience that helps you stand out from the crowd.