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eCommerce customer service is essential for building trust with your customers, which helps generate sales and improves customer loyalty and retention. Today, we take a look at some ways that any eCommerce business can improve their customer service offerings.
In this article
Educate your customers
Providing your customers with good quality content that is genuinely useful to them can go a long way in improving your eCommerce customer service. You’re likely an expert in your industry, and sharing this expert knowledge with your customers can help them make informed decisions about their purchases.
One of the most important parts of your content strategy to get right is consistency. If you’re able to deliver good quality content on a regular, consistent basis, you can improve the value proposition of your brand and keep customers coming back for more, time and time again.
Personalisation
Consumers love the personal touch. When customers are browsing your website from anywhere in the world, it can be difficult to truly connect with them the same way you might if they visited a physical store. Therefore, it’s important to personalise your communication wherever possible. Referring to customers by their names whenever you send an email is a great way to start, and most email integration platforms have simple ways of achieving this. You can also personalise your orders, such as including a handwritten note to surprise and delight customers when they unpack their order. Personalisation is all about the small touches that can have a big impact.
Product descriptions
When a customer can’t physically see or feel a product, they’ll need as much information as possible so they can make an informed decision. Your product descriptions should do more than simply make your product sound irresistible; they should provide as much detail as possible in regards to the features and characteristics of the product. The type of information you display will of course depend on what products you are selling, but try to be as comprehensive and descriptive as possible. Weights and dimensions, sizing information, ingredients, colours, country of origin, washing instructions; all information like this can go a long way in making your business look trustworthy and reputable.
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It’s also important to highlight shipping and returns information on each product page. Customers are far more likely to buy from you if you have good shipping options and an easy way to return products.
Listen to feedback
Listening to customer feedback can be an invaluable learning opportunity. Nobody likes to receive negative feedback, but learning how you can take negativity in your stride and turning it into something positive is a great skill to have as an eCommerce business owner. More often than not, customer feedback will illuminate a part of your business that can be improved, often one that you hadn’t even thought about.
Simon Collin from SightMill told us that it’s essential to start getting customer feedback as soon as possible. He says that the quicker you’re able to understand the sentiment and requirements of your customer base, the sooner you can take the information and better optimise your business goals, services, and products. Your hypotheses about your customers might be completely different from reality, so having a thorough understanding of your customers can help you make informed business decisions.
You can hear more of Simon’s expert advice on meeting customer needs below:
Improve fulfilment
The sooner you can box up your orders and dispatch them to where they need to be, the happier your customers will be. With so many next-day delivery shipping options available on the market, you’ll likely miss a large slice of the pie if you’re unable to offer it. Of course, not every business has the capability to offer next-day delivery, especially smaller businesses and startups. Consider an ecommerce solution such as a fulfilment service if you need help processing orders for next-day delivery.
If next-day delivery is simply unfeasible, do all you can to streamline your packing process to get orders out of the door as soon as possible. You could put together a designated packing station, pre-pack popular orders, and optimise your product storage.
Create FAQs
Being available to answer your customer’s burning questions is great, but having a dedicated FAQ page can save both you and your customers a lot of time. Use this page to answer any common questions that you receive time and time again. Common questions involve popular products, your industry, shipping, delivery, and returns information, and so on. On your FAQ page, try and implement a dropdown feature so each question can expand and collapse. That way, customers won’t need to spend too much time scrolling and searching for the answer they are looking for.
You should review the FAQ page fairly often, and update it as necessary.
Make returns simple
Hopefully your customers will love their products, but if they get damaged in transit or it’s not quite right for them, they shouldn’t have to dig around your website or get in touch with you if they want to return an item. While some products might not be suitable for returns – such as food and drink – you should try and offer convenient, free returns on your items where possible. Being upfront and generous with your returns policy builds trust, which is an important factor for both new and repeat business.
Improve your eCommerce customer service by working with James and James
As one of the UK’s leading fulfilment centres, James and James have been improving eCommerce business’ customer service for over a decade. With facilities in the UK, EU, US, and Australia we’re perfectly positioned to get your products where they need to be, in as short a time as possible (98% of our orders are shipped the same day!) We also specialise in helping eCommerce businesses Scale Up, and offer unrivalled support and tools to help them grow, and grow quickly.
To learn more about how we can help you business, please do not hesitate to contact us for a no-obligation consultation.
eCommerce customer service FAQs
What are the key elements of effective eCommerce customer service?
Effective eCommerce customer service comprises prompt response times, multiple communication channels (such as email, chat, and social media), personalised customer interactions, clear and concise communication, and a thorough understanding of your products or services. Implementing customer feedback loops to continually enhance service is also crucial.
How can I reduce response times in customer service?
To reduce response times, consider automating initial contact with chatbots that can answer frequently asked questions or direct queries appropriately. Invest in training your team to handle enquiries efficiently and use customer service software that organises and prioritises enquiries. Additionally, regularly review your processes to identify and eliminate bottlenecks.
Why is personalisation important in customer service, and how can I implement it?
Personalisation makes customers feel valued and understood, leading to higher satisfaction and loyalty. Implement it by using customer data to tailor interactions, such as addressing them by name, referencing past purchases, and offering recommendations based on their preferences. Ensure privacy and data protection policies are strictly adhered to.
How can social media improve my eCommerce customer service?
Social media platforms offer a direct line of communication to your customers, allowing for real-time engagement and feedback. Utilise these platforms to quickly address customer enquiries, share updates about your products or services, and create a community around your brand. Monitor social media channels regularly to respond promptly to customer interactions.
What role does customer feedback play in improving service, and how can I effectively gather it?
Customer feedback is crucial for identifying areas for improvement and understanding customer needs. Collect it through surveys, feedback forms on your website, social media interactions, and direct customer communication. Actively encourage feedback by making it easy for customers to share their experiences and ensure you act on the insights gathered to make meaningful improvements.
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