tips to improve customer service in ecommerce businesses
TRANSCRIPT
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Ecommerce is on the Rise
With growing Internet penetration and greater security in online transactions, an increasing number of people are shopping online:
• Ecommerce has Global ecommerce sales reached $1.55 trillion in 2015, and is expected to grow to $3.4 trillion in 2019, according to Statista
• Online sales in the US alone hit $335 billion in 2015, and is expected to grow 56% to reach $523 billion by 2020, according to Forrester Research
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Customer Experience as a Differentiator
While differentiation is critical to the survival and success of ecommerce companies, it’s important to remember:
• Most companies think of differentiation in the products or services they offer
• But with intensifying competition, product / service differentiations are narrowing
• Most companies are endeavoring to offer the best product and the best prices
• Your competitors are positioning themselves the same way—making products, services, and pricing commodities today.
Garner says that companies would need to focus on customer service to stay competitive.
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Improve Customer Service
• Customer service is the most critical component of customer experience
• Improvement in customer service needs to be systematic, continuous and comprehensive
Here are a few tips for ecommerce businesses to improve customer service:
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Tip 1: Offer Multichannel Support
The customer should have a consistent experience across multiple channels. This can include:
• Live chat facility on your website
• Email communication
• Help desk
• Toll free number
• Social media interactions
• Self help (FAQs or help articles available on your site)
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Tip 2:Have a Presence on Social Media
Almost 50% of online customers expect brands to provide customer service on Facebook, according to Salesforce. Here are a few tips:
• Focus on one (or at the most two) social media platform
• Avoid messages that appear auto generated
• Make personalization a priority (address customers by name)
• Listen well to customers
• Address all their inputs / grievances
• Provide solutions that work for the customer
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Tip 3: Aim for Timely Responses
Most customers indicate that they are more likely to purchase from a company that responds quickly to queries. Here are a few tips:
• Ensure the customer service team has the right tools
• Make your support staff aware of the importance of timely responses
• Make timely responses a part of the KPIs
• Also work on closing the communication in a timely manner
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Tip 4:Ensure Great Fulfillment Services
Fulfillment refers to warehousing solutions, a way of tracking orders, the packaging and deliver of goods to the customer and confirmation of orders being filled.
From the time a customer places an order on your website to the time the goods are received, fulfillment services define the customer service and customer experience offered by your company.
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A strong fulfilment partner would ensure:
• Seamless inventory management• Smooth integration of logistics
solutions• Streamlined communication to your
company and your customer• Fast turnaround time• Error-free processing of orders• Attractive shipping rates
Opt for a Strong Fulfillment Partner
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Looking for a Fulfillment Partner?
Visit: www.bossfulfillment.comOr
Call: 866-881-BOSS (2677)