In the age of online shopping, good customer service has become more important than ever. Whenever a store’s customer service is unresponsive or outright nonexistent, you can bet that word will quickly spread. Thanks to popular social media outlets and prominent consumer feedback websites, no business can get away with phoning in their customer support. Because ecommerce typically doesn’t involve face-to-face interactions, many online store proprietors wrongly believe they can get away with poor customer service. However, this notion couldn’t be father from the truth – and if you put little to no effort into this area of your business, you’re liable to see a steady decline in sales and traffic. In the interest of providing your patrons with first-rate customer service, take the following tips to heart.
Be Prompt in Offering Responses
Few things are more frustrating than having a query or concern ignored for long periods. No consumer looks favorably upon such lax business practices, so if you frequently let a great deal of time pass between the receipt of a correspondence and your eventual answer, it’s strongly advised that you speed things up. Regardless of whether it’s your intent, this type of behavior makes customers feel as if their concerns aren’t important to you – which can greatly diminish your chances of attracting repeat business. With this in mind, make a point of responding to all customer correspondences within 24 hours of receiving them. Knowing that their voices are being heard and that their concerns are a priority can turn many first-time patrons into repeat customers. Anyone looking to build an ecommerce website or become well-versed in the tenets of stellar customer service is urged to get in touch with 1ShoppingCart.
Engage With Customers on Social Media
Creating profiles for your store on social media mainstays like Facebook, Twitter and Instagram can be an effective way to get the word out. In addition to providing you with outlets through which to keep customers informed about upcoming sales events and new merchandise arrivals, social media functions as a great line between you and your customers. Engaging with your followers on social media will help you seem more relatable to your patrons and encourage them to feel personally invested in the success of your business.
Provide Live Online Chat
If your store does well in sales and receives a significant amount of daily traffic, live online chat support may be a wise investment. This ensures that all customer questions, concerns and grievances will be heard immediately and responded to in a timely manner. If responding to customers ASAP is among your foremost priorities, live chat is certainly worth considering.
Customer service is not something any business owner can afford to take lightly – especially in the digital age. In extreme cases, a single scathing indictment on Yelp or social media can sink an entire enterprise, so it’s in every proprietor’s best interest to bring their A-game when dealing with customers. While this may not always be easy, the previously discussed pointers are sure to prove useful to any business looking to improve its customer service.