3 Ways to Improve Your E-Commerce Customer Support Service in 2021

E-commerce has gradually become one of the most challenging sectors to operate in given the growing demand for online shopping and vigorous competition in the market. Although it is different from conventional retail, e-commerce still relies on a strong customer support system.

A less than average or poor customer experience can result in reduced sales, affect the business reputation, and induce negative online reviews. Collectively, these three factors are more than sufficient for the downfall of a promising business. Thus, it advised focusing on customer support.

If you are looking for cues, you can take a leaf out of the book of top e-commerce companies like Amazon. As they do, you can keep customer services at the heart of your e-commerce business strategy.

However, if you find it tedious to handle the services by yourself or lack sufficient resources, you can turn to service outsourcing which has become very common these days. Many large-scale businesses in and giants in the e-commerce domain are looking at outsourcing as a viable option.

Before diving into ways how you can improve your customer support system, here are some of the key elements of a great customer experience:

• Getting the issues resolved quickly.

• Resolving the issues in one interaction.

• Dealing with the customers in a friendly manner.

• Allowing them to follow-up with the same support agent if necessary.

• Enabling them to record, print, save a copy of the interaction.

• Following up with the customer once their issue is resolved.

Combining these elements in a customer service system propels a great customer experience.

How to Improve Your E-commerce Customer Services?

Amidst rising customer expectations, here are a few ways in which you provide improved e-commerce support services:

Develop a Multi-Channel Strategy:

Developing a multichannel strategy enables you to know where your customers are and how they will contact you. It can either be phone or email, live chat, or social media applications like Facebook, Twitter, etc. As a service provider, you should be capable of rendering support from multiple channels.

When you establish all these channels for contact, your customers are aware that you can help them through these channels. Further, you must aim to provide a consistently high level of customer service across all your channels.

Implement One Time Response and Resolution:

Customers are most frustrated when they are made to wait for a response and when they have to raise their concerns multiple times. By adopting a swift response and resolution strategy, you can get one step closer to winning over the trust of your customers.

As an e-commerce company, you need to ensure your customers do not wait for a response and they do not have to repeatedly inform of their issue. This not only affects your reputation as a service provider but also consumes plenty of time on both ends.

Track Your Customer Satisfaction Score:

Measuring customer satisfaction will help you see if your interaction with the customer was a successful one or not. There are various methods, each with its pros and cons, used to recognize this. But the most popular one is the Customer Satisfaction Score or CSAT.

Customer satisfaction surveys commonly use the CSAT to measure the consumers' satisfaction with your product or service. They often include the question like "How satisfied were you with your experience today?" and offer a rating scale of 1 to 10 or 1 to 5.

By seeking regular feedback, you can get a fair idea about what your customers' views are about your services.

Final Thoughts:

There are a few other ways that will help you improve your e-commerce support services. They are:

• Implementing live chat.

• Leveraging social media.

• Using the best helpdesk software.

If you are looking to outsource your e-commerce support services, Sapizon Technologies is considered the best choice by industry experts. For a detailed briefing about how their services can be beneficial to you, book a free consultancy with their IT support experts.