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How to Provide Customer Service for Ecommerce

-- 7 WAYS TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE FOR ECOMMERCE Customer service is critical in the ongoing relationship between retailers and their customers. With the rise of social media, ecommerce companies need to understand and embrace these new social customers, and respond to them in a personal and timely manner. HOW CAN YOU SUPPORT THE ECOMMERCE CUSTOMER? Offer Multichannel Support Today many customers regularly use more than one support channel. In fact, 9/10 customers expect to receive a consistent experience over multiple customer contact channels Listen on Social Media I. Why is this important for ecommerce companies? Because customers are craving human interaction and they are basing their buying decisions that companies care about their customers. 78% 46% 88% of online customers of customers believe that social media will be the next tier of of customers are less expect brands to provide customer service on Facebook likely to buy from companies who leave social media complaints unanswered customer service Track All Customer Interactions III. Tracking all customer interactions elimates wasted time for both your agents and customers, it eliminates confusion for your support agents as customers interact with a company via multiple channels, and it establishes a rapport with your company. CUSTOMER COMPANY TRUST Create a Support Center for Customers IV. 90% II of customers go to a company's website before calling or emailing you. Create a support center for customers to self-serve Provide Online Chat IV. 77% of customers agreed that online chat positively influenced their attitude about the retailer Focus on Timely Responses IV. In many ways, customer support response times dictate how the customer perceives your company. of customers that reported being either likely or very likely to do business with of customers that reported they would likely do business with a company if they had to wait for longer than a minute 84% 53% a company if it responded via phone in less than a minute Deliver a WOW Experience IV. A WOW experience is delivered by combinding empathy and understanding for the challenge the customer is facing, identify and resolve the issue with skill, and drive and scale that learning back into the organization. PROVIDE GREAT CUSTOMER SERVICE WITH THE RIGHT TOOLS You can provide outstanding customer service, and there are technologies out there to help you. keeps track of all of your customer interactions, from any channel, all in one place. That way, the customer is receiving one consistent experience. SUECT v Larita Vilas e Missed my fight, Helg Do you offer saling lessons? O Carlos Carballo Que debo levar en mi viaje? Nolan Gett drg Hotels in Cabo San Lueas? f Quinton Sary My family andi are planning a vacation and. David Hansen Where is the best place to grab gear SIGN UP FOR A FREE TRIAL WITH DESK.COM GET YOUR ECOMMERCE COMPANY UP AND RUNNING TODAY BROUGHT TO YOU BY Synthetic. "7 out of 10 people think online customer sorvice will dominate over traditional call-centres within adecade 2012 Conversocial. The Consequences of Ignoring Your Customers, A Survey of Consumer Expectations for Customer Service on Social Media Platforms December 2011 Oracle. "Consumer Views of Live Help Online 2012:AGlobal Perspective"March 2012. Fornester Research. "Forrester's Top 15 Trends for Customer Service in 2013 2013. Synthetix. Customen Want, Need and Expectto Self Serve Online" 2012. LogMeln and the e-taling group. Fourth Annual BoldChat Live Chat Effectiveness 2012. salesforce desk RightNow Technologies. The Customer Experience Impact 2010 Report"2010. Ibyphone. Responsiveness ladex Report 2012.

How to Provide Customer Service for Ecommerce

shared by akhisaka on Jun 14
Here are seven killer ways to provide customer support to small business ecommerce companies



Alex Hisaka


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