As digital medium became widely used, the concept of shopping has also evolved which eventually gave birth to ecommerce. The change in the buying pattern also modified how people perceive customer experience. Along with this, customer service has also evolved from the reactive channels to omnichannel support to deliver a more consistent and engaging ecommerce customer service experience.
There is an expected substantial growth in online retail from 19% to 24% in the next three years, majorly driven by omnichannel support. Because business practices and marketing strategies change as technology continues to grow, it is then crucial for your customer service to evolve to match the needs of your customers. Most ecommerce businesses, whether small or large, may have to invest in delivering the best customer service across the vast channels to their customers to create lasting impressions and attract potential consumers.
Here are 3 reasons why excellent customer service is your most valuable asset.
- Purchase may be forgotten but customer experience will be remembered
You can sell a wide array of products but customer service is the only touch point of customers to your company. Remember that since their buying experience is done digitally, no direct interactions are made except when they reach out to you in a form of inquiry or complaint. Any personal connection is your best opportunity to show how much your brand truly cares. Your customer service team equates to an in-store personnel that adds a personal touch to online shopping.
Online shoppers are not only looking for products to buy but they are also searching for information and solutions to their concerns. Having people to be available to assist and provide necessary replies in a timely manner will make them feel important and valued. If your customer service exceeds their expectations, you will not only earn a loyal customer but their testimonials will also attract more consumers through their family and friends.
- Customer service can make or break your brand’s image
Social media is now a platform where people can rave or rant to and about a brand or a service they patronize. Therefore, both good and bad reviews are your outlier in building your ecommerce business’ image. Stakes are higher than before because a single negative testimonial can send your brand spiraling into a digital public relation disaster.
If your customer service team fails to live with the shoppers expectations or wasn’t able to provide timely resolution, their dissatisfaction may be translated into a bad review online especially on social media channels. Note that brand image can mold and impact your consumers’ behaviour because their purchasing decisions are mostly based on how they perceive your company rather than the product you are selling. Your customer service team are your brand’s ambassadors, so how they respond and engage with your customers is how they will view your company. Quality customer service will help you stand out from your competitors – you can’t buy word of mouth advertising.
- The ultimate ecommerce goal of customer satisfaction can be achieved through customer service
The ultimate ecommerce goal is customer satisfaction. As more businesses venture online trade, exceeding customer expectations is your ticket to having loyal consumers. This can only be achieved if you were able to establish a personal connection with them. Your customer service team can respond to both their rational and emotional expectations, converting these interactions as delight and satisfaction.
Unlike earlier days, customers are more concerned with price tags. But today, online shoppers are willing to pay for a brand they trust and support. It’s good to know that 70% of sales depend on how consumers feel about the brand. On the other hand, 68% of customers associate their positive service experience from a pleasant customer representative.
As online shopping becomes the new normal with 129% year-over-year growth in U.S. & Canadian ecommerce orders as of April 21, and 146% growth in all online retail orders, having an outsourcing partner will help you build a great customer service team. With the limited talent pool and high priced job market, they will take care of finding the best people to digitally represent your brand.
Partnership with Infinit-O
Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will have access to world-class talent that will be meticulously sourced and screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. Guaranteed operational excellence thru collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are always safe with us.
Below are some of the experts we can gather for the unique ecommerce needs:
- Customer Care Representatives (Omni-channel)
- Chat / Email Support Representatives
- Social Media Managers
- Online Community Managers
- Technical Support Representatives
- Website and App Developers
- Graphic Designers
- Market Research Analysts
Let’s work together to build a great Ecommerce Support Team.
Start small. Exceed expectations. Think infinitely. Think Infinit-O.