7 Useful Customer Support Tips For E-commerce Websites to Boost Sales

When it comes to the brave world of e-commerce, exceptional customer service is often key to success. In fact, Forbes reports that three out of five customers never complete their purchases if customer support is substandard. Moreover, onboarding new customers can be up to 7 times costlier than retaining existing ones.

While such statistics are always eye-opening, chances are that your competitors are already tapping into it.

If you are falling behind in your strategy for having exceptional customer support in any way, its time to rethink from the ground up and implement a strategic do-over. Let’s look at the best ways in which you can explore this:

1. Offer Live Customer Support

E-commerce is all about recreating the experience of an offline shopping environment. Live chat support helps to bridge this precise gap!

Think about the possibilities! You can solve every product or process related query, indulge in active up-selling and cross-selling, and even provide post-sales support. It can also pave the way for hands-on customer feedback, helping your processes/product/services to be more robust.

But you also need to realize that this is just the tip of the iceberg. With integrations such as omnichannel chatbots, conversational AI, or co-browsing (a revolutionary new concept from Acquire), customer service can chart original boundaries. This can significantly boost your response time, leading to even more sales.

2. Have a Transparent Returns Policy

About 15-30% of online purchases are returned! This can leave behind a significant dent on your cash flows if your return policies are not smart. Actually, a transparent and friendly returns policy can even boost your conversions. It should be free from any unnecessary legal jargon so that customers are able to easily understand it.

While it can be tempting to make customers jump through hoops to avoid returns, it doesn’t work as a long-term strategy. The trick is to have a returns policy that wins the customer for life. This is only possible if you claim their trust first.

3. Quantify Customer Satisfaction and Measure it

Actively digging for customer feedback can be a life-changing move for your online store! It will give you an instrument to tap into the actual psychology of your customers. Here are a couple of ways in which you can do this:

Net Promoter Score (NPS): This is the willingness of your customers to recommend your product or service to others. It operates on a scale of 0-10. After every successful online purchase, you can ask your customers to rate it. Responses can then be categorized as follows:

  • Net Promoter Score (NPS): This is the willingness of your customers to recommend your product or service to others. It operates on a scale of 0-10. After every successful online purchase, you can ask your customers to rate it. Responses can then be categorized as follows:
    • 0-6: Detractors, or customers who are dissatisfied with their experience.
    • 7-8: Passives, or satisfied customers that won’t recommend you to others.
    • 9-10: Promoters, or satisfied customers that will put in a good word about you with their friends and family.
  • Customer Satisfaction Surveys (CSAT): These are surveys that can be used to gather feedback on specific moments of customer interaction. For example, after a customer engages with your support agent, they can be asked to simply rate their experience.

4. Create a Comprehensive Knowledge-Base

Knowledge-base works as a great strategic tool to reduce the stress on your customer support teams. They promote a culture of self-service among your customers, providing them quick fixes to the most sought after queries. As an added bonus, they also work as a great SEO tactic. By creating content around the most searched queries of your industry (or similar products), this can be a great strategy to attract organic traffic.

The bottom line is, customers, value their time and most of them prefer to handle their issues themselves. Statistics from Zendesk reveal that 91% of the customers would use a knowledge-base if it was designed to solve their problems. This is too obvious a goldmine to ignore!

5. Extend Social Customer Service

Social customer service is the new face of new-age customer support where queries can be directly solved on social media platforms. Brand presence in all social media channels today are making them increasingly approachable. As a result, customers prefer to reach out to you through direct messages or wall posts.

Why does this work? Because customers do not have to dig for email addresses or phone numbers. They can simply search for your company on Twitter or Facebook and reach out to you with a quick query. And guess what, they expect swift responses too.

But this also leaves you better off. For starters, you get a channel where your customers are already present! You don’t have to worry about bringing them to your website. Secondly, it is quite easy to reply quickly to a customer query or set up an automated chatbot to do so. This can earn you easy customer support brownie points.

6. Have a Multichannel Strategy That’s In Sync

In today’s day and age, you cannot limit customers to a single communication channel. Having a multi-channel strategy can pay off big time, retaining up to 89% of your customers!

The end goal is to take the customer service to your customers and be present for them as soon as they need any support. This includes being active on channels such as Whatsapp, Facebook, Email, phone calls, live chat, or even walk-ins.

Though it is also important to synchronize your communication strategy. Whichever channels your customers use to connect with you, they should always walk through a similar operational process. For instance, a customer on Facebook should be conveyed the same return policy that is depicted on the company website. Any inconsistency will lead to a dissatisfied customer.

7. Use a Customer Service Software

Using dedicated Customer Relationship Management software can pose tremendous benefits. For instance, it accurately logs all your customer interactions. So, when customers connect again in the future, especially after dropped off sessions, they don’t have to explain their problem all over again!

Ticketing in the CRM process makes it easy for you to automate a major part of this process, while also boosting your ROI.

Conclusion

Improving your e-commerce game is directly related to gaining the trust of your customers. These tips would go a long way to implement the same. By creating an ecosystem that nurtures customer support, you can boost the lifetime value of your customers and make them loyal to your brand.

Sam Makad

Sam Makad

Sam Makad is an experienced writer and marketing consultant. His expertise lies in marketing and advertising. He helps small & medium enterprises to grow their business and overall ROI. Reach out to Sam Makad on https://twitter.com/sammakad/
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