High-quality customer service helps build trust and encourage repeat purchases. However, do not forget that the negative experience of your customers can lead to loss of sales, damaged reputation and negative reviews on the Internet.
Globally, 60% of consumers said they stopped doing business with the brand because of a poor customer experience. This figure increases to 68% for those aged 18 to 34 years.
According to statistics, it costs five times more to attract new customers than to retain them, keep this in mind if you want to be successful in the long run.
E-commerce is one of the most challenging sectors to work in, but one company that consistently provides good E-commerce customer service is Amazon.
Amazon is the most customer-focused organization in the world and has been focusing on customer satisfaction since day one. In 2019, Amazon won a hat-trick of customer satisfaction awards, including the GlobalData Best Retailer award.
GlobalData’s Customer Satisfaction Awards measure how satisfied customers are with the retailers they use. It is the result of two consumer surveys: one based on an online survey of 10,000 consumers that examines shopping habits across all channels; and one based on an online survey of 10,000 that looks specifically at online retail.
Key Elements of a Great Customer Experience in 2021
Excellent service-this means being able to respond effectively and efficiently to customer requests using email, chat, and social media.
Six key elements.
1. Getting the issue resolved quickly.
2. Getting the issue resolved in one interaction.
3. Dealing with a friendly customer service representative.
4. Being able to follow-up with the same person if necessary.
5. Being able to record, print, save a copy of the interaction.
6. Having some sort of follow up afterwards to ensure you’re satisfied.
Rising Customer Expectations
Recently, customer expectations regarding customer service have continued to grow.
Customer service and customer experience have become key hallmarks for e-commerce brands and companies.
Let's look at some strategies for improving the customer experience of e-commerce for new and existing companies.
1. Develop a Multichannel Strategy
Facebook, Instagram, WhatsApp or Live Chat. You need to know where your customers are and be there.
When you set up your communication channels, let your customers know that you can help them through these channels. You should strive to provide consistently high levels of customer service across all communication channels.
Your goal as an e-commerce business is to provide customer service and make them happy.
2. Ensure Customers Don’t Have to Repeat Themselves
Many customers point out that the most frustrating aspect of getting customer service help is waiting or not getting a response from brands.
This has probably happened to all of us at one time or another, and it can be very frustrating and a waste of time for both parties.
Ensuring that customers don't have to repeat themselves or wait several days for a response is an important aspect of good customer service.
3. Track Your Customer Satisfaction Score
If you want to improve something, you need to measure it.
Measuring customer satisfaction will help you see if the interaction with the customer was a successful one or not.
There are many different methods, each with pros and cons, but the most popular due to its simplicity is the Customer Satisfaction Score or CSAT for short.
Customer satisfaction surveys commonly use the CSAT to measure the consumers’ satisfaction with the product or service. They often include the question “How satisfied were you with your experience today?” and offer a scale of 1-10 or 1-5.
Getting customer feedback can give you invaluable insight into what is working or not.
4. Implement Live Chat
According to research, live chat helps increase sales. Having a live chat on your site can lead to a 3-5-fold increase in conversions. Instant messaging software allows customers (in most cases) to get a response right away, rather than waiting 24 hours or more for someone to respond to an email. Faster response times help increase customer satisfaction and loyalty.
This is very convenient and cheaper than phone support, as customer service representatives can have multiple chats at the same time.
5. Leverage Social Media
The popularity of customer service through social networks is growing. When customers can't reach you by phone or live chat, they often turn to social media.
And you have to be responsive... 42% of people who contact companies via social media expect a response within 60 minutes.
Social media can be a place where customers can vent their anger. However, it can also be a positive environment where brand supporters can sing your praises.
6. Make Key Information Available
If you're thinking about shopping online, one of the most frustrating things is not being able to find the information you need online.
To avoid this scenario, make sure that your ecommerce site has a FAQ section and a knowledge base that contains all the necessary information that the consumer needs. For example, exchange and refund information should be easily accessible.
7. Seasonal Staff
Q4 is the busiest time of the year for most e-commerce merchants.
More sales - more profit and more customer support. We have already stressed the importance of taking proactive measures to reduce customer support, such as an online knowledge base and a frequently asked questions section.
Longer response times can lead to lost sales and potential loss of customers, so consider hiring additional staff to handle the increased workload and maintain a high level of customer satisfaction.