Nowadays, customer service is the number one priority that every e-commerce business should provide. Why? Because customers are highly aware whether their doubts or questions will reach or not. A single facebook post, tweet or blog post, it can reach millions in just an extremely short time, be it positive or negative.
In this post, we are going to discuss the 9 customer service tips that you should know to increase sales revenue.
It’s essential to understand that customers regularly use multiple channel of customer service and support. As a matter of fact, 9/10 of customers expect to receive a regular service support experience over multiple channels.
How can you support your e-commerce customers?
- E-mail Support or Ticket Support
- In every e-commerce business, providing an e-mail support or ticket support is the easiest way to reach out to your customers. Aside from that, it is free. Your customers and you can send as many pictures, messages, files, etc without having to pay anything.
- Having e-mail support reduces time zone barriers for businesses as in customers are able to send questions or support requests based on their time zone schedules.
- Frequently, when an e-commerce business has many e-mail request coming in, it can be confusing so it is advised to never use your own personal e-mail to handle all the requests. The best way would be creating your own website email, for example, [email protected]. This will help you to be more organized.
- Remember to close the e-mail after dealing with it to avoid any confusion within.
- There are few free or paid e-mail services that you can use to handle your e-mails:-
- Phone Support
- Providing a phone support is extremely important for any e-commerce business as trust can be build and customer will likely to do business with you if their concerns are solved at a fast rate.
- Nothing is more better than listening to your customer, learning and understanding your customer’s need through phone support. There are many things you can learn from your customers regarding your products and services thus improving your business consistently.
- To turn a potential lead into a life-long customer is not easy thus using phone support to build the rapport is every new business best friend.
- Not only that, customer support response times dictates how your customer perceive your business.
- 84% of customers will likely to do business with you if their phone is responded in less than a minute whereas 53% of customers will likely to do business with you if they had to wait longer than a minute.
- That being said, there are few services that can provide you phone support to your customers:-
- Live Chat Support
- Live chat has become the leading method for online support for every e-commerce business and it has also become one of the best ways to get instant communication with a company.
- Having a live chat support is a great way for your customers to keep in touch with your team. 90% of customers considered live chat support is a helpful feature. Even before using it, seeing “Live Chat” button at the bottom right of the website, help boosts the customer’s confidence knowing that they can get immediate help.
- According to a study by econsultancy show, 73% of the customers said they were satisfied with their live chat experience out of 24% of customers who have used live chat before.
- Here are some tools that will allow you to add a live chat feature to your business:-
Even with the 3 best channels mentioned above there are still unsatisfied customers. Most of the requests and complaints are from angry customers. So here we are going to discuss what customers are really seeking and thinking:-
- Stay Calm
- When angry customers called in, they are expected to be yelling at you or being rude to you. Most of the time, angry customers would express anger before moving on to their real problem or they yell at you with their problem and expand their problem to other unrelated stories. All you have to do is stay calm and remain steady.
- Don’t Take It Personal
- Remember customers are not angry with you, they are just not satisfied with the products or services. Put your personal feeling aside.
- Be the Best Listener
- Angry customers want somebody to listen to them so being their best listener is the best choice you could offer. Listen carefully and patiently because you will want to summarize it all together and further clarify their complaints by asking necessary questions after they have done their talking.
- Remember to Apologize
- Once your customers finish expressing their anger, remember to apologize and show emphathy. For example, saying “I would like to apologize that your fried chicken was not delivered on time and it’s upsetting when that happen. I completely understand why you are irritated and let us see what we can do to make this right.”
- Solution is the Key
- Most of the angry customers expect you to provide a solution fast. Even you do not have the solution at the moment, tell your customer that your team is working their best to provide your customer the solution. This will give your customer an assurance that you are really working on the problem and boost their satisfaction.
- Always Follow Up
- When a problem is solved, remember to follow up with them in a few days time. Give them a call and ask how’s everything, is everything proceeding smoothly. In customer’s point of view, they see this company as a company that really care about their customer. Not only this boost the satisfaction but also the confidence in customer towards the company.
Remember, customer wants your attention. Value them as they are the one that will help propel your business forward, making your company into a life long company.
In conclusion, we have outline the 9 customer service tips that you should know to increase sales revenue. Now it’s time for you to apply them using the tips we mentioned above. Having the best customer service means creating trust within your customers, in other words, increasing you sales revenue.
Hope you have a good read and be able to apply this tips in your business. If you are looking for the most affordable delivery service for your online business, Sign Up now for FREE!
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