All you need to know about eCommerce customer service

To be in the eCommerce business, it is of no doubt that relationship management and customer loyalty go hand in hand. Rather, they directly proportional to each other.

All you need to know about eCommerce customer service

This blog will provide deep and clear insight on the importance of eCommerce customer service and the methods to master them in the eCommerce business.

Let's dive into it.

In the traditional scenario, you'll sell the product to the customers and if the customer is happy, they'll come back to make another purchase.

But in real practice, things can go negative.

There are reasons for that. In the real-time scenario, there can be a huge number of factors that can lead to bad customer experiences. At this point, the customer jumps to the customer's support team to get the issues resolved. This where customer loyalty and relationship is built.

Why customer support/service matters for your brand?

Generally, there is a myth that customer service comes to the play after the sales are made. But in reality, the customer service is one of the major reason affecting the buying behavior of the customers. Therefore, it's important to assume customer service as valuable as marketing efforts.

The poor customer service costs to the reputation of brand and money. There is a huge probability that once the customers are annoyed by the poor support and service, they tend to shift the brands in the short span of time.

Here, you lost the customers have they made the sale. Today, in the world of social media, the negative comments and reviews posted by the dissatisfied customers spread like the traditional world of mouth marketing. Now, this costs to entire marketing plan going in the trash.

Some tactics to fix the problem.

The key reason why customers approach the support and service team is due to the confusion about the product they are going to purchase.

Here are some strategies to deal with this issue.

1. Product Description: Keep it smooth & simple
The product description must be as simple as possible so that everyone can understand it very easily. The use of complex vocabulary should be minimized, rather avoided. In short, the product description should be absolutely confusion free and must include encouraging words that force the customers to make an action.

2. Video Description
The use of descriptive videos has its own significance. Trying to explain the product using the video is very trending nowadays. An encouraging feature behind the use of videos is that they tend to explain the products in a much more effective way without any confusion. Also, the videos can easily attract and engage much more customers in comparison to the textual content.

3. The FAQ (Frequently Asked Questions)
The product description is read by thousands of site visitors. So, there can be a huge number of queries that can be raised out of the product description.

To solve this issue, (in case of Magento 2 eCommerce Store) the 'Product FAQ Magento 2 Extension' can be used to deal with the issue. The store admin can add and display the FAQs about the product.

4. Product Inquiry
Sometimes, the customer has a critical question that has not been answered clearly. In that case, the 'Product Inquiry Magento 2 Extension' comes in the play. The extension allows the potential customers to submit their inquiries to the admin. The admin can then answer the question via the email provided by the customer.

In this way, the potential customers can get answers to all the questions before making the purchase.

5. Live Chat
The live chat is one of the best source ever developed to handle all the customer inquiries in real time. There are numerous methodologies that can be used to handle live chats. For eg., the facebook messenger chatbot, WhatsApp chatbot, third-party chatbots, etc.

Most commonly, the WhatsApp chatbot is highly trending these days. Integrating 'WhatsApp Contact Magento 2 Extension' with Magento 2 store allows the visitors to communicate with the support team in the real-time scenario independent of the device being used by the customer.

To sum up...

Having understood the importance of strong ecommerce customer service, the brand needs to take care of its support and service teams in order to handle all the past sales and build a brand reputation with 100% customer support and service success for future sales.

For more eCommerce consulting and support, visit evincemage.com