Running any ecommerce store is difficult. There are various things that have to be considered and competition is tougher than it ever was.
One of the most important parts of ecommerce site management is customer support. You simply need to offer superior services in order to stand out and please your buyers. The goal is always to establish trust and make your brand stronger. It does not matter if you run an ecommerce site with the use of Shopify or with a standalone CMS. The tips below will improve the customer service offered and can turn first-time buyers into repeat customers.
Offer Live Chatting
You will be surprised how your ROI will be improved if you implement live chatting. This is even highlighted by professionals like Daymond on Demand reviews. We can highlight many different benefits associated with this but what is particularly important is that live chat allows you to directly interact with prospective buyers. The customer service team becomes more productive and reviews are going to be better.
As an extra tip, be sure that you analyze chat transcripts so you see if there are things that can be improved in the future. After all, we live in the world of big data analytics.
Having a frequently asked questions page is mandatory if you want to lower your workload. The big advantage is that you save time when easy questions are answered. Customers can also find answers fast and will be much easier to convince to make a purchase. To make matters even better, unique, well-written FAQ pages improve search engine optimization. This is possible through product page lengthening and the simple fact that a new, keyword-rich page is created.
Comprehensive Returns Policy
One thing that many ecommerce site owners do not know is that a really good returns policy page is capable of increasing conversions. Returns are a big part of business, both offline and online. You need to check the policy to be sure it is simple to understand. Use the same language you would in a face-to-face conversation. If the policy is great, customers know exactly what to expect. In the event a problem appears, there is a lower chance you will get a bad review and the problem can be amicably solved.
Customer Service Software
When your customer support is mainly handled through email, you need to make the switch towards customer service software. This will increase customer satisfaction because of adding a help desk that is centralized. You want to have a ticketing system since this is so much better than email. Social media accounts can be hooked up and even a VoIP voice system can be integrated. Transparency is increased and replies tend to be much faster than when just using email.
Don’t Forget About Video
Videos can be used both post- and pre-sale. This is especially the case with self-service offerings. Materials that offer advice, tips and hints on the site will make customers happy. The videos that you add to the site do not need to be too wonderful or expensive. Even an iPhone-shot video can do the trick.