{"id":13291,"date":"2023-01-13T00:00:00","date_gmt":"2023-01-13T00:00:00","guid":{"rendered":"http:\/\/www.repricerexpress.com\/?p=13291"},"modified":"2025-02-07T16:07:13","modified_gmt":"2025-02-07T16:07:13","slug":"ecommerce-customer-service","status":"publish","type":"post","link":"https:\/\/www.repricerexpress.com\/ecommerce-customer-service\/","title":{"rendered":"8 Ways to Improve Your eCommerce Customer Service"},"content":{"rendered":"

\u201cA satisfied customer is the best business strategy of all.\u201d<\/em>
\n
\n<\/em>Michael LeBoeuf<\/strong><\/p><\/blockquote>\n

Why Customer Service Matters<\/h2>\n

According to the Microsoft State of Global Service Report<\/a>, 61% of consumers now view customer service as “very important”. And in 2021, customer service is predicted to take over price and product as the main brand differentiator.<\/p>\n

An excellent customer experience will help build trust and encourage repeat purchases. However, a negative customer experience can result in a loss of sales, damaged reputation and negative online reviews.<\/strong><\/p>\n

Globally, 60% of consumers said they stopped doing business with a brand due to a poor customer experience<\/strong>. This figure increases to 68% for those aged 18-34.<\/p>\n

It’s estimated that it costs five times more to attract new customers than retain them<\/a> so keeping existing customers happy is crucial if you want to be successful long-term.<\/p>\n

Ecommerce Customer Service<\/h2>\n

Ecommerce is one of the most challenging sectors to operate in but one company which consistently delivers ecommerce customer service<\/a> well is Amazon<\/a>.<\/p>\n

Amazon is the world’s most customer-centric organisation and has had a strong focus on customer satisfaction from day one.<\/strong> In 2019, Amazon won a hat-trick of customer satisfaction awards including the GlobalData Best Retailer award<\/a>.<\/p>\n

Following Amazon’s lead, customer service should be at the heart of your ecommerce business strategy.<\/p>\n

Key Elements of a Great Customer Experience in 2024<\/h2>\n

What does excellent customer service mean in 2024? It means being able to respond to customer queries efficiently and effectively using email, Live Chat and social media.<\/p>\n

According to eConsultancy<\/a>, these are the top six things that make up a great online customer experience.<\/p>\n

    \n
  1. Getting the issue resolved quickly<\/strong>.<\/li>\n
  2. Getting the issue resolved in one interaction<\/strong>.<\/li>\n
  3. Dealing with a friendly customer service representative<\/strong>.<\/li>\n
  4. Being able to follow-up with the same person<\/strong> if necessary.<\/li>\n
  5. Being able to record, print, save a copy of the interaction<\/strong>.<\/li>\n
  6. Having some sort of follow up afterwards to ensure you’re satisfied<\/strong>.<\/li>\n<\/ol>\n

    Rising Customer Expectations<\/h2>\n

    Customer expectations for customer service continue to grow. We live in an age of convenience where we want it all and we want it instantly!<\/p>\n

    According to a recent survey by HubSpot<\/a>, 90% of customers rate an immediate response as “important” or “very important”.<\/p>\n

    Customer service and the customer experience have become key differentiators for brands and ecommerce businesses.<\/strong><\/p>\n

    With that in mind, let’s take a look at some strategies to boost your ecommerce customer service for new and existing businesses.<\/p>\n

    1. Develop a Multichannel Strategy<\/h2>\n

    A study by the Aberdeen Group<\/a> found that companies with a well-defined omnichannel customer experience have a customer retention rate of 91%.<\/p>\n

    Developing a multichannel strategy means you need to know where your customers are, whether that’s Facebook, Instagram, WhatsApp or Live Chat, and be there.<\/p>\n

    When you establish your channels for contact, let your customers know that you can help them through these channels. You should aim to provide a consistently high level of customer service across all your channel channels.<\/p>\n

    Your goal as an ecommerce business is to take customer service to your customers and make them happy.<\/p>\n

    2. Ensure Customers Don’t Have to Repeat Themselves<\/h2>\n

    \"Customer<\/p>\n

    According to HubSpot Research<\/a>, 66% of us rate the most frustrating aspect of getting customer service help as waiting on hold or repeating information to different representatives.<\/p>\n

    It’s probably happened to us all at one time or another and it can be very frustrating and a waste of time for both parties.<\/p>\n

    Making sure customers don’t have to repeat themselves or wait days for a response is an important aspect of a good customer service experience.<\/p>\n

    3. Track Your Customer Satisfaction Score<\/h2>\n

    \"Customer<\/p>\n

    If you want to improve something, you need to measure it.<\/p>\n

    Measuring customer satisfaction will help you see if the interaction with the customer was a successful one or not.<\/p>\n

    There are many different methods, each with pros and cons, but the most popular due to its simplicity is the Customer Satisfaction Score<\/a> or CSAT for short.<\/p>\n

    Customer satisfaction surveys commonly use the CSAT to measure the consumers’ satisfaction with the product or service. They often include the question “How satisfied were you with your experience today?” and offer a scale of 1-10 or 1-5.<\/p>\n

    Getting customer feedback can give you invaluable insight into what is working or not.<\/strong><\/p>\n

    4. Implement Live Chat<\/h2>\n

    Live Chat helps to increase sales with studies suggesting that having Live Chat on your site can drive 3-5 times more conversions<\/a>.<\/p>\n

    The instant messaging software allows customers (in most cases) to get an answer right away rather than wait for 24 hours or more for someone to respond to an email. Quicker response times help to improve customer satisfaction and loyalty.<\/p>\n

    It’s very convenient and less costly than phone support as customer service representatives can have multiple chats going simultaneously.<\/p>\n