In order to run a successful eCommerce business, you must have quality customer service. An online store with great customer service skills is more likely to see repeat customers and buyers.
The following top 10 valuable and attractive customer service skills are key to business success:
1. Prompt customer service response
One way to keep your customers happy is to promptly respond to any and all customer service requests. When you address any issues or concerns a customer may have, this will help improve your image in the eyes of the customer.
2. Be reachable
Allow customers to contact you via email, phone, or an online chat to make it easier for every customer to reach you. Some people find email an easier form of communication than the telephone, so it is important to offer several communication methods. Have more than one contact method to ensure a customer that you’re reachable no matter what.
3. Follow up with your customer
When someone contacts your customer service department, make sure to send them a follow-up message either by telephone or email to see how their experience went. This will allow you to make changes to your customer service program for future improvement.
4. Outsource your customer service
Utilize a third party customer service call center and give your customers peace of mind. Making your customer service readily available to all customers will improve the image of your eCommerce store. Just make sure to follow up with the third party customer service call center and present them with your needs and make sure they are handling your eCommerce store professionally. Try out a GabbyVille Receptionist FREE for 14 days so you can concentrate on other important business matters.
5. Put an about us page section on your site
Your “About Us” page section will inform your customers of who you are. It is important to have an ‘About Us’ page on your website. This will give first-time visitors to your website a chance to learn more about your company and what you stand for. Also, if you have a physical location, this is a good place to post a picture of your physical store with the address. This will give your customers a sense of security that they are dealing with a reputable company and not a fly by night shop.
6. Out of stock products
If any of your products should ever go out of stock, make sure to quickly and accurately note this on your website. There are many sites like CoreCommerce that have this feature and allows you to customize your product list. This will prevent customers from trying to order out of stock products and becoming upset with your eCommerce website if a product is unavailable. Make sure to inform customers when you expect a product to be back in stock so they can return to your site and make their purchase at a later date.
7. Free shipping
Offering free shipping to your customers is a good way to make them feel like they are being treated well. By offering a small token of your appreciation via a free shipping method, you are more likely to see that customer return to your store for future purchases.
8. Offer same day shipping
When upgrading your customer’s shipping, make sure to offer same day shipping. Many consumers shopping online like to receive their products as quickly as possible and will make their purchase simply because same day shipping is offered.
9. Return Guaranteed
Offering free return shipping can help ease any concerns a consumer may have when shopping at your store. When a consumer knows they can easily return an item if they do not like it, they will be more likely to complete their purchase. However, if it’s an item that requires personalization, mention the importance of double checking their text before submitting an order unless damaged during transit. It’s also a good idea to offer a 30-day money back guarantee on your eCommerce site.
10. Have detailed product description pages
When you create your product pages, it is important to make them as detailed as possible. This will help answer any questions a consumer may have without having to contact your customer service department directly. Include quantity, size, price, dimensions, color, etc. Also, include share buttons to allow your customers to share your products via their social media sites. I personally started to include social sharing buttons on my business pages and I’ve seen an increase in sales. Check out Shareaholic and create your own.
When you establish these top 10 valuable and attractive customer service skills within your eCommerce business, you will find a positive impact on your store’s bottom line.
How are you using good customer service for your eCommerce business? Please share your comments below.
About the author: Sonia Colon is writer/publisher of My Fashion E-Mall Blog & The Biz Buzz of A Latina Mom Blog. She is also the owner at Books About Me. Sign up for the My Fashion E-Mall Blog newsletter and receive your FREE PDFs on successful email marketing.
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