Today, things have changed and customer service has become an essential area of focus for companies. This scenario has arrived mainly because of the multitude of options available in every sector of business. This brings a level of competition where striving against one another on the basis of costs and features only helps to an extent. What remains then, is customer service, and in today’s age, it is no small deal. As Zappos CEO To NY Hsieh says, “Customer service should not be a department. It should be the entire Company.”

According to a Microsoft report, 96% of consumers worldwide say customer service is an important factor in their choice of loyalty to a brand. We are so used to placing importance in customer service that this fact may even make you wonder whether the remaining 4% actually exist. Interestingly, Forbes, in one of its blogs, says that customer experience is the new battleground.

What Sets E-Commerce Apart?

As far as e-commerce is concerned, it has turned out to be a completely different ball game than other businesses. Everything here is notably faster and easier. It is thus a natural tendency to expect customer service to be as easy and swift as the process of checking or buying stuff online.

In this article, we will discuss the ways in which customer service can become a tool to accelerate business growth.

1. Offer real-time chat support

There is corroborating evidence that highlights the effectiveness of live chat support. For instance, Forrester’s research points out that there is an average 48% increase in revenue per chat hour. Take also Econsultancy’s report which states that live chat has the highest level of satisfaction at 73% as compared to 61% for email and 44% for phone.

These are indeed staggering numbers and are evidence enough that real-time chat support for any e-commerce Company is a must. A live chat window can allow a representative to help the user find the right product or answer questions about the return policy. It can help them navigate through numerous sections and categories and save their time, preventing them from leaving the site. A good live chat software platform like Acquire’s with modern features such as cobrowse is a great step in the right direction.

2. Invest in co-browsing technology

Collaborative browsing allows more than one person to navigate over a web-page from different locations via the internet. It is easy to imagine the simplicity it brings to customer support by eliminating confusing scenarios of describing issues over chats. In most cases, there is a rigid dichotomy between the customer’s and the service executive’s knowledge of an e-commerce website. This can make describing issues and apprehending them solely over chat or call very difficult.

Investing in co-browsing technology can allow the support executive to provide aid throughout the checkout procedure for problems such as payment failures and payment gateways. It can also help with navigation for subscription plans, their extensions, cancellations, and other things as well.

3. Create a knowledge base

Recently, an Amdocs survey by Coleman Parkes revealed that a whopping 91% of customers said that they would use a single, online knowledge base if it was available and tailored to their needs. As the name suggests, it is simply a reservoir of information that a customer can access and use to resolve their own issues without needing to interact with anyone. Tutorials, frequently asked questions, and troubleshooting guides all are examples of great knowledge bases. A solid knowledge base has the added benefit of making your support team’s life easier.

However, it is important to take care to make the sections as relevant as possible. It should also be user-friendly in design and navigation. Look at the following example of Netflix’s clean and easy to comprehend FAQ section.

4. Have user forums for an instant solution to user queries

Imagine that you buy a product that’s exactly the same as your neighbor’s, who is a friendly guy. Now, suppose you have an issue with your product. The first thing you would instinctively do is seek your neighbor’s advice. Now imagine if you could knock on the door of a friendly face every time you faced a hiccup. Wouldn’t that be great? That is exactly what community forums are. In a way, contributors to user forums do what your support team does, free of cost.

Additionally, it may also give you an insight into the general customer sentiment around your e-commerce website. However, like the knowledge base, its re-equipment is important to keep the forum relevant, useful, and free of spam.

The following screenshot of eBay’s discussion forum gives a good idea about the same.

5. Make return policies crystal clear

A considerable portion of post-purchase queries is related to returns and/or refunds. There can be a lot of reasons for returns. This can mean a customer with an incorrectly fitting garment requesting a return on the next day of purchase. It may even mean one with an unused electronic item finding out that it’s defective and requesting return a year later! It can be a headache to strike a balance between achieving positive customer experience and preventing fraudulent/unethical returns. This calls for carefully created, product-wise return policies, and clear communication of the same.

It is a great practice to mention a product’s return policy immediately beside its cost. This reduces the likelihood of customers arguing with the support team about the return policy of their items. This stands particularly true for e-commerce, where there is no face-to-face interaction at the time of purchase. In the case of physical stores with salespersons, there is always a strong chance that they will explain the policy as you buy an item. Since such salespersons do not exist in the world of e-commerce, it would bode well for you to keep this in mind.

6. Collect user feedback more frequently

Customer feedback holds undeniable importance in any business. Not knowing whether your customer is happy with your product/service is like walking in the dark. In fact, feedback not just indicates customer satisfaction, but it also aids it. Asking for feedback is a way of showing that the customer’s satisfaction matters to us and we will work to that end.

There are several media for collecting feedback. There are also different types of doing so. It can be a short questionnaire which includes questions such as ‘were you satisfied with xyz?’, while it can also be rating based, such as ‘please rate your experience of xyz from one to five’. That is why, it is extremely important to ascertain what kind of feedback system would match your business’s model the best.

Some companies also opt for a more detailed questionnaire requesting descriptive answers covering different areas of experience. This can be very insightful but carries the risk of boring your customers. A good solution to this can be the provision of an incentive (everyone likes gift cards) for giving detailed feedback.

Conclusion

According to Oberlo, the number of digital buyers is estimated to cross 2 billion by 2021. Despite such exponential growth, there is still much ground that e-commerce has to cover, which means plenty of opportunities. This however only applies to companies who dedicate attention to customer experience. Forbes says that every year, companies lose $75 billion dollars as they fail to retain their customers due to poor service. This number, surprisingly, was lower two years ago.

A significant share among this belongs to e-Commerce, and companies have to take solid actions now. If you haven’t already, start working on the above. Bumper offers and first time features are fun. But if your customer service is disappointing, you will lose customers. As such always take to heart the words of Vince Lombardi who said, “It takes months to find a customer… seconds to lose one.”

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Herein, we will uncover the name of the stage for your Web-based business advancement. It is a standout amongst the most prominent ones. It also saves the second most astounding offers of the site. You are guessing it right. It is the Magento stage. The arrival of Magento 2 is quite significant. It has an all-new form with an exceptional facelift. Hence, their notoriety and ease of use expand considerably more.

Let’s discuss why one must choose Magento for their Internet business improvement. It is the platform what a leading Magento web development Company recommends today.

From the Vendor’s Perspective:

Simple to utilize:

A vendor will dependably think toward a path to decrease their human efforts. Magento has a simple and easy to use administrator board. Through which you can deal with your whole Web-based business store design. You will not need anyone else’s input in basic and simple advances. You don’t have to look for assistance from Magento app developers for performing minor adjustments. It likewise gives a client manage on how the progressions will reflect in your store. It additionally enables you to have distinctive jobs. You can also have access to specific modules for the particular clients of your business. In this manner, you can hide secret information of your administrator board from representatives.

Mobile Compatibility:

The Magento is itself popular because of its responsiveness. You don’t have to spend more cash on making a responsive plan. Once you have your site Magento platform, opportunities galore for you. You can target both Internet business and M-Trade markets.

Client Centricity:

Making it easy to understand is another vital angle to search. It is while you are building up your Web-based business website. The guest must not think that it is hard to explore through your site. Make sure that the checking out process is relatively simple. Otherwise, you will probably lose on business.

Magento has its default subjects. You can likewise introduce outsider topics too. If you want, you can get an all-new topic according to your creativity. The design should be simple for navigation. It must help your clients to look for their items directly. They can add it to the truck and play out the checkout with no issue.

There are numerous other client-centric highlights in the list. They are like fetching past orders, account data and significantly more. Additionally, Magento has reconciliation with leading payment portals. In this manner, your client feels secure to make a buy from your site.

Site improvement:

You certainly convey flyers to do attention for your products. Similarly, you will also require a superior website design enhancement for your business store. It will assist in increasing your website visibility. Magento Website optimization has few features. They are like including the title, key phrase, and portrayal for your items and classes. You can add something substantially more to demonstrate your store in the indexed lists. It will assist web crawlers finding you. any mobile app development Company will help you on this aspect.

More extensive effort:

Magento bolsters various dialects and monetary standards. The objective is that you can work together everywhere throughout the world. There are many transportation alternatives accessible. Subsequently, there isn’t any inconvenience in this perspective as well.

The possibility of running different sites on the equivalent backend:

Indeed, it is possible. You can run and deal with numerous sites utilizing the equivalent back end. It will be beneficial once you need to have several stores for various nations or some other reason. Everyone will have an alternate space name, information, and setup. You can deal with the fundamental design of a considerable number of stores. It is possible utilizing the default arrangement.

From Designer’s Perspective:

Open source:

Magento is an entirely open source. Magento app developers won’t require acquiring any product except big business version. Designers can include Magento expansions. They are formats subjects from other Magento people group individuals.

Incorporate different advances:

Magento gives adaptability to incorporate different advances for web journals, payments, shipping and more. It is likewise conceivable to coordinate outsider apparatuses. You can also include web and cloud administrations with no faltering.

Exceptionally good:

Magento is effectively good with most recent variants of PHP. They can run on Zend system, and databases like MySQL, Prophet, and so on. Consequently, it won’t make any significant obstacles while building up the site utilizing Magento.

Segment based structure:

The past adaptation of Magento had the segment in-build structure. Here, the designer couldn’t empower/incapacitate segments according to prerequisite. The part based structure of Magento 2 gives this adaptability to the designers.

Profoundly safe:

Magento is very secure in contrast with different stages or structures. Its development covers all the imperfections of the past rendition. It discharges security fixes as and when there is any bug in security detection.

Client’s Perspective:

The client will have nothing to do regarding the structure or innovation you use. They do not bother regarding the platform behind the business store they are acquiring from. However, what kind of effect will your clients encounter when your store runs in Magento? It is imperative for you to know.

Simple pursuit:

Magento offers real to-scan usefulness for the clients to look for the coveting item. The index posting is easy to understand with appropriate arranging and pagination. Besides, there are all the more incredible inquiry expansions accessible. They are the ones that you can install in the shop.

Uniquely build showcase:

There are client gatherings that one makes at the back end to show content likewise. You can demonstrate to them the items and different administrations. They must be according to their online conduct. It will grab more eye of a client into your shop.

Simple checkout:

It is the most significant advance in an Internet business webpage. Ensure that the checkout procedure in your store is not intricate. Otherwise, a client will abandon it immediately. Hence, you’ll have the expanding number of incomplete checkouts. To avoid it, the checkout procedure on your store must be straightforward and simple. It must be free from glitches and other major bugs. Magento satisfies this necessity of safe and straightforward checkout for your online business store.

Conclusion

Along these lines, you cannot disregard such advantageous and viable highlights of Magento. It can support up your online business systematic at no time. Search for Magento designers, and they will get your business site ready to go. Need to assemble another online business store in Magento? Or on the other hand, need to redesign the current one? Get in touch with the experts today. They will help you with your custom prerequisite or advancement arrangements.

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