3 Tips for Excellent Customer Service in the Ecommerce Industry
There is a whopping 129% growth in ecommerce orders in the U.S and Canada as of April 21 and 146% growth in overall online orders. With these numbers, it is safe to say that the pandemic has brought a rapid change in the ecommerce environment. The buying and selling trade has radically shifted from physical stores to online stores and to pair up with the demand, businesses are now flexible and have adapted to meet with the changing needs of online business.
Since more brands and companies have transitioned to digital trade, you need to learn key strategies to successfully navigate your business in the new ecommerce climate. One major key strategy is having an excellent customer service because this directly affects the online shopping experience of your consumers.
We’ve rounded up 3 tips for excellent customer service that may help you excel in the ecommerce world.
1. Improve website and social media health through a great customer service team
About 51% of US adults are now more engaged in using the internet, especially social media platforms during this pandemic. Your company can leverage on this increased digital activity and engagement by taking care of the customers through your website and social media platforms. Since most people are online, they have more time to access your business’ online accounts to know your products, inquire, get customer support such as tracking of orders and even post testimonials or product feedback.
Shoppers are now more cautious in committing to a purchase as more brands are exploring online trade. They tend to research or ask questions before they buy. With this knowledge, you need to have a great customer service team that is prepared to answer pre-purchased questions. This is a crucial opportunity to establish a trusting relationship to your customers. They also equate as in-store customer service which adds a personal touch to their online shopping.
2. Important updates (order info, shipping fees, ETA, etc) should be clearly communicated
The supply chains have been disrupted because certain physical limitations are being imposed. Because of this, your customer service team should inform the consumers for any changes on the order and shipping information such as estimated time of delivery because transparency is key to manage their expectations.
If your customer service team is proactive and reassuring, this will greatly impact customer experience and will result in high satisfaction ratings. A specialized customer service team called Track and Trace Specialists who track and record shipping information, update shipping status and most importantly verify shipping status to delivery providers are your best people for this job. Note that 70% of shoppers will seek a product elsewhere and abandon their shopping carts rather than waiting any length of time for back orders.
3. Turn customer reviews into opportunities
No matter how hard we take care of our business, we definitely can’t please everyone. One or two complaints will surface but this can be an opportunity for your brand to improve. Most of the customer complaints are delayed shipping and receiving wrong orders. It is crucial to be transparent and forthcoming about any disruptions and why they are occurring.
A team of customer service representatives will effectively explain why and what’s next about their order. Educating them is key to making them understand any disruptions. This can turn your customers as advocates because most consumers support brands that are honest and emphatic. You can extend your empathy through your customer service team.
As more and more businesses explore online trade, you can bank on a great customer service experience. You can partner with an outsourcing company who can round up a great team of customer service representatives who can communicate your brand well. Your outsourcing partner can build these teams for you and handle the complexities of order management while you focus on your brand and your business goals.
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, GDPR and DPA2012-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
- Other CX professionals
Let’s work together to build a great Ecommerce Support Team
Start small. Exceed expectations. Think infinitely. Think Infinit-O.