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7 Ways to Improve E-commerce Customer Service

Udit Agarwal
October 25, 2023
4
-min read
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In this world of new trends and brands, people generally face no issues while shifting from one to another. The customer service support of the brand creates the major differentiation. The customers have to set their standards so that they can ensure the interactions that put the customer on priority. Here are some tips to help you find your e-commerce store fighting for its life.

Maintain Consistent Customer Service

There are considerable benefits in e-commerce to customer support.

When a customer has a pleasant experience while interacting with the business, it’s obvious that they would expect the same level of service in the coming interactions.

Per the customers' expectations, there must be consistency in customer service on every communication channel so that they do not get confused about the conversation's outcome. In addition, customer service must be of the highest standard during critical and urgent times.

Deploy an omnichannel strategy

If you are scaling quickly, you must be active every time, as the customers can interact by phone, web, social media, or app. In such cases, deploying an omnichannel strategy is the best option.

However, ensure the responses are consistent and customized across all channels.

Use Help Desk Software

Adopting the right software is also important in the right team or processes.

If the customer service tools like eDesk are used correctly, then it can be crucial to retain customers and keep them satisfied.

Help desk software helps customer service representatives manage customer enquiries better and respond promptly.

It can integrate with social media platforms and contact forms on the website. This can help store things in one central location.

Availability of Key Information Online

When purchasing an online platform, one of the most frustrating things is being unable to find the information about the product.

To avoid this scenario, ensure your e-commerce website has an FAQ section and a knowledge base containing all the relevant information the consumer requires. For instance, information on exchanges and returns should be easy to find.

Leverage Social Media

Customer service through social media is increasingly popular among people. Customers who can’t connect to you via phone or Live Chat will interact via social media.

It is estimated that about 42% of people who get in touch with companies come through social media within 60 minutes!

Engaging with customers through social media allows you to communicate directly, build relationships, and build brand loyalty.

Take Help from AI-Powered Chatbots

The power of artificial intelligence and its role in improving customer service cannot be ignored by any means. Chatbots are useful because they can handle unlimited customer support tickets 24/7.

The primary task is facilitating the data for the most commonly asked questions. Chatbots will continue to assist the customers faster by using your input to facilitate the support efficiently.

Connect Via Different Customer Support Channels

A large number of people prefer to interact through various communication channels. The reason behind the same is that they need to get answers instantly. So, channels you can integrate into your support process include phone conversations, emails, social media platforms, or chats.

As an e-commerce business organization owner, you need to assist your customers across all channels to maintain their satisfaction levels.

Udit Agarwal
October 25, 2023
4
-min read

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