As an ecommerce business, you face experience some of the strongest competition in any industry, but you also have the best opportunity to delight customers and grow your business. Learning how to maximize your customer service is just what you need to differentiate your brand from the competition. But knowing exactly how to improve the customer experience in ecommerce isn’t always clear. Here’s what you need to know.
1. Understand What Makes Ecommerce Customer Service Different
While ecommerce sales are rising, the virtual world and the brick-and-mortar (B&M) worlds are very different.
Ecommerce customers are more likely to share brand experiences online. In turn, ecommerce brands are more reliant on positive online reviews. This makes a customer experience that’s on the mark every time even more important to ecommerce businesses. Ecommerce customer service doesn’t just solve customer problems or take orders. It must go above and beyond to build trust, earn stellar reviews and give you a competitive advantage in the face of competition.
2. Deploy a True Omnichannel Experience
90% of customers today expect an omnichannel experience. This isn’t just about allowing customers to contact you in multiple ways. It’s about creating a seamless experience across channels.
To do this, you need a fully integrated customer relationship management (CRM) system that:
- Gathers customer data and interactions across channels
- Makes that information available to every Brand Specialist
- Tracks performance across channels to ensure that customers are experiencing the same great customer service across all channels
Offer live chat, email, SMS text, phone, and social media support. And when you expand across these channels, be prepared to follow-through with a consistent experience.
3. Consider Offering 24/7 365 Support
People don’t shop online from 9 to 5. If you’re not available when a customer is seeking assistance, they quickly find another company that is. Depending on the size of your business, it’s not always practical to offer customer service overnight or even on weekends. This is where ecommerce call center services can help. An ecommerce inbound call center company can cost-effectively maximize resources to deliver an exceptional experience 24/7.
4. Treat Every Contact as a Trust-Building Opportunity
Invest in ecommerce customer service call center training that not only teaches Brand Specialists policies and scripts but also gives them the tools they need to build lasting relationships that keep customers coming back.
A strong omnichannel experience that focuses on trust and consistency is a proven way to increase customer retention.
Global Response hires enthusiastic professionals and invests in their training. Each Brand Specialist considers every contact an opportunity to build trust and make an impression. They know your brand like you know your brand. Isn’t that what ecommerce call center outsourcing should be all about?
5. Be Proactive
With the right data collection tools, you can identify and fix problems before it impacts your customers. Ecommerce call center companies know how vital data collection is to create the best customer experience.
Be proactive on two important fronts.
Integrate a state-of-the-art CRM to make relevant data available to your customer service Brand Specialists in real-time. A skilled customer service Brand Specialist uses this to anticipate customer needs and deliver a seamless experience.
Second, analyze data to identify gaps in the customer experience. Work to enhance, optimize and maximize that experience.
6. Enhance Storytelling
Customer service Brand Specialists tell a story about your brand in their words, attitude and actions. Ecommerce customer service representatives can communicate the brand story best when they know your brand inside and out.
Storytelling not only helps a customer service representative connect with a customer. A skilled customer service Brand Specialist can leverage this connection to reduce returns as well as increase upsells and AOV.
Now that’s maximizing ecommerce customer service! It turns customer service from a business expense to an investment that pays you back in retention and increased revenues.
At Global Response we employ the unique strategy of immersing our dedicated Brand Specialists in the brand they represent. Our training may include Brand Specialists shadowing on-site and experiencing the products and brand they represent so that they can share genuine firsthand experiences about your products with customers.
7. Measure Customer Satisfaction
Customer satisfaction doesn’t just come down to call center metrics like average handle time. You need to track their overall experience with your brand.
One of the best ways to do this is with simple CSAT surveys that ask “How likely are you to recommend X to a friend?” Or CES surveys ask “How easy did we make it to X?”
Customers answer on a numbered scale so you can track performance over time. Be sure the give surveys context so that you can identify specific areas for improvement.
Furthermore, ask for customers to share their experiences after contact with your customer service team to increase the response rate. To learn more about how Global Response can help you get the most out of your customer service budget and delight your customers at the same time, reach out to discuss your business goals.