Successful online stores are great at providing excellent e-commerce customer service not only through offering high-quality goods but also the top customer support for online stores. The success of a business depends on providing excellent customer service. It continues to be the most popular trend and a key competitive advantage for various businesses, regardless of the sector or market.
Everyone is aware of it, but only a few are skilled at putting it into practice. Outstanding e-commerce customer service boosts revenue and converts first-time purchasers into dependable repeat clients. Why not do it properly instead? The complete buying experience depends on friendly, accessible customer care for online stores. Even though your consumers may be online, they may still frequently need human service.
The fact is today’s society would not be what it is without technology. We rely on technology for immediate assistance and entertainment for everything from studying to playing games, purchasing, and trading goods. Today, there isn’t a single product you can’t purchase online. Various websites let users sell and purchase items at discounted prices. How can you distinguish yourself from your contenders? Customer service for online retailers is the solution. Online clients are served, their problems are fixed, and their experience is improved by e-commerce customer service.
What is the best way to describe e-commerce customer service?
Technology, industry best practices, and methods for assisting online stores are referred to as e-commerce customer service. It can be best described in the following ways:
- Customer support for e-commerce is offered online. Given that 80% of online sales are made on mobile devices, effective e-commerce customer service should be available on these devices as well. It includes live chat, click-to-call, and text messaging support.
- Customer service for e-commerce is quick. Online customers have high expectations, and it simply takes a few clicks for them to begin buying.
- Customer service for e-commerce is essential. Online customers are unlikely to spend the time looking up a brand’s contact information. Owing to this, the majority of online shops include multiple means of contact, most frequently a phone number, an email address, and a social network presence.
- Customer service for online stores helps fix issues. Clients anticipate prompt responses in addition to the prompt resolution of their problems. Therefore, time to resolution is another battleground for e-commerce sites.
What standards must be met to deliver an outstanding e-commerce customer service?
To be an effective and user-friendly platform for e-commerce customer experience, your online store must meet the following requirements:
- Provide customers with a choice of payment and delivery methods.
- Ensure the security of your online store. An SSL certificate is specifically required.
- Optimise your website and disable any obtrusive plugins that can cause it to load slowly.
- Link directly to customer care channels like web chat, social networking sites, phone, and help desk.
- Build efficient cross- and up-selling at the checkout.
- Clear shipping and return policies should be communicated.
What are the important customer service skills to offer e-commerce customers Amazon-like customer service?
Prior to making significant changes to your internal systems, confirm that all of your client-facing employees, including your call centre operations department, customer service representatives, account receivable experts, and all other front-facing workers, are adhering to fundamental best practices.
1.Limit your commitments
Customers shouldn’t be given promises by your front-line employees that your business cannot fulfil. Based on that call, they might give you a positive rating, but once they find you can’t achieve what you have promised, they might start complaining more. There are many approaches to assist workers in handling challenging calls, including call training, character building, and audits.
2. Offer Solutions
Customers frequently are not aware of the procedures your business follows or the steps your employees can take to assist if something unexpected happens. It’s also true that requests that cannot be fulfilled are frequently made and that’s okay, too!
Encourage employees to pay attention to what a customer wants to achieve. Operators can develop a list of potential solutions to assist consumers by understanding what they desire. Urge your staff to think imaginatively about challenges to fix and be persistent in finding your customers the best solution.
Let’s unravel 7 Best Practices to Provide Amazon-like e-commerce Customer Service with real-world brand examples
1. Create a multichannel support plan
For e-commerce enterprises to succeed with marketing, drive new sales, and offer customer assistance, they need to be available across a variety of platforms. The point is that you should always be sharing information about your brand. There, you are also likely to get criticism, praise, and recommendations.
Take account of all the social media profiles for your brand and listing feedback. Additionally, search for stories that mention your e-commerce. You can almost always discover some prospective requests to solve in these sources.
Your customer service team must constantly be informed of all available channels and ready to respond to any inquiries promptly. Recently, Lenskart had an extremely urgent requirement. A scalable cloud telephony solution with geolocation intelligence and multi-store optimization was needed by Lenskart.
The best part? MyOperator introduced their scalable communication cloud, multi-store approach, and pincode-based routing, yielding a 30% boost in Lenskart marketing ROI, a 40% rise in customer service calls, and a 10X improvement in effectiveness and productivity of their employees.
2. Make a plan and organise
The secret to providing excellent e-commerce customer service is planning and organising. You must monitor customer conversions, verify that personnel are communicating clearly, and make sure that any customer inquiries are handled quickly and effectively.
Whether you have a designated staff for customer service or everyone pitches in to help with this important aspect of the company, you ought to make sure that everyone is on the same page concerning your customer service best practices.
Did you know? Lotus Herbals advertises their customer service number on many online and offline channels; as a result, they receive a large amount of calls. Earlier, they used a standard phone system for corporate communication. They were missing a lot of consumer calls because of its shortcomings, and they had no statistics to follow their efforts.
What has changed? Well, for Lotus Herbals, MyOperator incorporated an IVR, virtual number, and analytics system, enabling them to boost client calls by 54% and on-call deals by 58%. Isn’t that awesome?
3. Try to be consistent
Make sure you sufficiently cover all aspects of your business when it comes to providing exceptional customer service, regardless of whether you operate both a physical store and an online store.
It might be challenging to operate a business with so many diverse components, but there are tools available to you to make it easier. For instance, you could utilise a networking tool to help your sales representatives work more productively and provide better service to prospective clients.
Cartlane did just that by joining hands with MyOperator. India’s fashion and luxury retailer Caratlane needed a way to track consumer calls made by store managers.
They implemented MyOperator’s dialer app to enable Cartlane managers to place calls from anywhere and at any time. As a result of bringing out the dialer app to all of its in-store management teams, Caratlane was able to enhance user feedback collecting by 80% and the CSAT/NPS by 40%.
These kinds of technologies can also be helpful when it comes to planning delivery for your e-commerce site, assisting you in making sure that your products are distributed quickly and effectively.
4. Build a customer support-friendly website
You can provide various customer support channels on your website. In addition, to live chat, you can add other proactive customer service options. Customers can readily see where they can receive assistance by using forms and CTAs that point them in the direction of direct contact with the support team.
In order to obtain answers without contacting assistance, it is also advised to incorporate consumer self-service choices. Help centres are a fine illustration of this kind of solution. They provide comprehensive solutions to problems or instructions on how to use your services or product.
When thousands of vendor questions came in on the phone, Magicpin, a premium local discovery startup, found it difficult to respond. They collaborated with MyOperator to build a cloud telephony system that provided automated answers to regular vendor inquiries. As a result, Magicpin observed a 100% increase in staff productivity, an improvement in vendor satisfaction, and a 70% decrease in manual calls.
5. Add a FAQ (frequently asked questions) section.
The value of a strong FAQ section in assuring top-notch customer service might amaze you. Many consumers want to address their issues before they arise rather than having to go to the trouble of getting in touch with you.
Customers may get immediate solutions and are much more inclined to experience their interaction with your company, place an order, and return to your site by navigating through the FAQ section on your e-commerce website.
Also, to increase the visibility of your website online, well-known search engines like Google frequently use FAQ sections for voice-enabled questions and highlighted content, which can assist raise your rating on SERPs.
6. Customise communications
A customised approach to any interaction will always be more well-received than a standard one. It is one of the e-commerce customer experience analysis best practices, but it is frequently underutilised.
Make an effort to send them tailored sales and discounts, recommend new services or products you think they will like, and always address them by name. You should also strive to provide them with learning videos that will assist them in their daily life.
Amazon successfully implemented a seamless customised communication process by integrating with MyOperator solutions. How? Tons of employment applications arrive at Amazon every day. Sorting through these possible candidates was a taxing procedure for their HR team.
To reduce the strain of its human resource professionals, they had to optimise their screening process. With the help of MyOperator’s Call Management Solution, Amazon was able to improve candidate experiences, boost on-call connection time among candidates and the relevant HR professional, equally distribute candidates among the regional representatives of the HR team, and effectively transfer calls with real-time information.
7. Use customer feedback
Some feedback can make or break your day. Yet, why not make use of customer feedback rather than viewing them as something else you must deal with?
Customer ratings can be used to assist your business in growing in addition to having the power to significantly influence the buying choices of online buyers.
For instance, perhaps you need to search for a new supplier if customers are dissatisfied with your delivery procedures. Or perhaps your email service is facing issues and is withholding tracking information?
Without client feedback, you would never know the solution and this could lead your business to struggle.
How much does it cost to create an Amazon-style website in India?
You will typically spend a budget between Rs 40,000 to Rs 50,000 to create a website on your own. Furthermore, the price range for an e-commerce website is between Rs 50,000 and Rs 75,000. Also, depending on your website and company needs, this price can change significantly.
Don’t undervalue how crucial continually providing excellent customer service is to the overall customer success of your e-commerce enterprise. The core of any business is the customer experience, regardless of whether you want to attract dedicated customers, penetrate new areas, or even go global. Let the hustling begin!