Guide to Crafting an E-Commerce Customer Service Strategy

AsiaPremier NE SOURCE GUIDE TO CRAFTING AN E-COMMERCE CUSTOMER SERVICE STRATEGY FAST FACT AND STATISTICS About 80% of respondents said they had stopped doing business with a company due to poor customer experience. (Source: Hubspot) A survey shows that 51% of consumers trust companies or websites that make it easy to contact people at the company. (Source: KPMG) 84% of customers say customer service is important when considering whether or not they'll purchase from a company, outranking convenience and reputation. (Source: Zendesk) 62% say they shared bad experiences with others. (Source: Salesforce Research) 92% of consumers say they will switch to another company after three (or fewer) bad experiences. (Source: SuperOffice) 5 STEPS TO CREATE A SOLID CUSTOMER SERVICE STRATEGY FOR E-COMMERCE BUSINESSES 1 KNOW YOUR CUSTOMER OOX The best way to know what you're doing right and where you can improve is by asking your customers directly. Identify the needs and expectations of your customers through feedback forms. MAKE YOUR BRAND DISCOVERABLE People find new businesses, products, and services by stumbling upon them rather than looking up the business name. You can utilize social media marketing, content marketing, and paid ads to make your business more discoverable. IMPLEMENT BEST PRACTICES IN YOUR STRATEGY People who shop online expect quick responses and service. Reduce the amount of work they have to do to purchase or get their issues solved, and you'll win their loyalty. 4 MEASURE AND ITERATE Identify the crucial metrics to determine your customers' perception and experience with your brand. Some metrics you can consider are net promoter score (NPS), customer satisfaction score (CSAT), and customer retention. CONSIDER PARTNERING WITH 5 AN E-COMMERCE CUSTOMER SERVICE PROVIDER The first touchpoint and interaction between customers and businesses are crucial. If you're unsure how to handle this, work with specialists trained to provide the support your customers deserve. AsiaPremier 'NE SOURCE Asia Premier One Source is a boutique BPO company with over 12 years of industry experience in providing scalable, cost-efficient, and tailored-fit solutions to B2B startups and SMES. Visit our blog for more insights on outsourcing: HTTPS://www.ASIAPREMIERBPO.COM/INSIGHTS/ Sources: oberlo.com.ph | hubspot.com | home.kpmg | salesforce.com | superoffice.com | customerthink.com | needle.com keap.com | forbes.com | asiapremierbpo.com | blog.aspiration.marketing | business.com | helpscout.com Jacquire.io/blog