Using Multi-Platform Customer Service to Grow Your eCommerce Business
Growing your online retail business should involve providing excellent ecommerce customer service across all available channels. Your customers appreciate it if you can help them process orders, fix billing issues, and provide more information about a specific product by phone, chat, or email.
With good ecommerce customer service, you not only bring revenue but also generate loyal customers — customers who can be a great source of referrals and repeat sales.
For your multi-platform customer service to thrive and provide opportunities for growing your ecommerce business, follow these tips:
Defining your objectives not only means defining the goals of your company but also the target audience you want to build your customer base with. For this, it’s best not to use a single goal to drive your multi-platform customer service efforts. Use a variety of key performance indicators that have valuable implications for future customer support initiatives. You also need a way to measure how close you are to attaining a single goal. For instance, if you opt to improve customer satisfaction, you may ask customers to fill out a survey form to get a good feel of what they think about the way you engage them.
Improving and optimizing your customer service goes a long way. You may want to personalize your engagements across all devices and channels. That being said, it helps not to rely on canned responses, especially when it comes to live calls. People are less inclined to engage when they are directed to an answering machine. You may want to outsource your ecommerce service to an offshore CRM team who are already trained and equipped to address every unique problem that comes your way.
Customer service is all about providing timely and attentive responses. It makes customers realize just how much you care for their needs. For this, you need people who can send an email response, chat back through Facebook or Hubspot, and pick up the phone at a moment’s notice. With a highly responsive CRM team, it gets easier to build a solid customer base that reinforces your brand reputation and attracts more buyers for your online store.
Customer feedback is very powerful, so whatever you do, never try to ignore every comment or review that comes your way — especially if it’s negative. If someone leaves an unflattering review about a product they bought from your ecommerce website, reach out and tell them that your business is working to fix the issue. Better yet, provide them with a contact number so they can directly place a call and get someone who can handle their issues.
In the ecommerce industry, the way you handle customer concerns can make or break your online retail business. The key here is to provide responsive customer service that is sure to leave a lasting impression among high-value clients.
If you need help along these lines, you can try outsourcing your CRM to a provider of contact center solutions tailored to the unique demands of your market.
OneVirtual Solutions is here to help you succeed in retaining customers and generating new ones along the way. With the right people and the right tools, we aim to support your ecommerce customer service activities.
Learn more by calling us today!
