Even though more and more people are shopping online these days, they still expect it to be a similar experience to shopping in person. They want the same expectations while also enjoying added benefits from doing their shopping from home.
This means that when you run an e-commerce store you have to make sure the experience fulfills the expectations of these shoppers. One of the biggest issues with e-commerce stores is the low-profit margins due to lots of returns. To make sure you don’t get so many it pays to make sure that your customer service is on point.
In this article, we will go over what it takes to improve your customer service for your e-commerce store.
The influence Amazon has on online shopping is that people expect to get their deliveries very quickly. Even though you’re a small company, people still expect their packages to come quickly. Make sure to have a process that is able to provide the type of service people are expecting.
Having courier services that are reliable and will always pick up and deliver on time is essential to maintain good customer relations. You should also have a system for returns so you can get the right product to people as quickly as possible.
There is nothing that bothers customers more than when they have a problem and can’t reach somebody to help them. It is quite frustrating when they are either put on hold for hours, don’t get their emails returned, or can’t get through to your customer service at all.
Have a call center that you outsource to if you are not able to maintain a fast communication system with customers. Many e-commerce businesses are very small operations and taking somebody away from other areas for customer service is not always feasible.
Outsourcing is the best way to solve this problem so you have somebody dedicated to communicating with customers. Even using a chatbot to help them solve problems before a person has to get involved is also helpful.
Always follow up
Whenever you have a customer that has had a problem the best bet is to always follow up with them. Check back with them after a period of a few days after the problem has been resolved and ask them how things are going. They may still have some lingering problems and this is a good opportunity for you to fix them.
Or, they may simply feel relieved that somebody cares and wants to make sure that they are taken care of. This builds trust and will make sure that you don’t lose them as a customer because of a problem.
Use good packaging
Most issues arise when people receive their product damaged or broken and have to return it. Make sure to use the right packaging so you don’t risk them getting a damaged item and this will avoid any future problems from coming up.