You might not deal with your customers directly, but that doesn’t mean that you can afford to slack off when it comes to your customer service. If you want your ecommerce business to reach its full potential, you have to treat your consumers just as well as you would if you deal with them in a face-to-face environment. Should you fail to provide your customers with the level of service that they expect from, sooner rather than later, they’ll find themselves another online store that gives them exactly what they want.
Improving your customer service is one of the most important tasks that you face as the owner of an ecommerce business. To find out how this can be achieved, be sure to read on.
Organize your inventory
An organized inventory paves the way for better customer service, that much can never be denied. Knowing what stock you have left at all time will enable you to provide your consumers with correct information instantly, which in turn allows them to enjoy a hassle-free shopping experience on your site.
For instance, if you are running an ecommerce business with Shopify, then you will want to keep your inventory organized by making use of the . This expert tool will help you to reduce your overall inventory costs, optimize your fulfillment policies, and also keep a track of current consumer preferences. As a result of having this kind of framework in place, you will stand a much better chance of being able to improve your financial performance and overall company profitability.
Provide an around-the-clock service
Consumers like to do things in their own time and at their own pace. If this means checking out your store and attempting to get into contact with you at 3 AM in the morning, then so be it! To ensure that you are capable of dealing with your customers’ queries at such an ungodly hour, you should strive to prove an around-the-clock service. More to the point, you should make 24/7 live chat available on your website.
Of course, you don’t have to stay awake throughout both the day and the night to offer this kind of support — that would be absurd! What you can do is outsource the task of managing your 24/7 live chat support service to a virtual company. This external force will strive to keep your customers at all times, which means that your customer service need never suffer any downtime.
Improve your checkout process
Your checkout process could very well be holding you back from providing excellent customer service. More importantly, it might be holding you back from clinching sales and turning over a profit. It is absolutely vital, then, that you take a look at your checkout process and test to see if it as simple or as straightforward as it can possibly be. If you suspect that it isn’t, you must then seek to improve it all costs.
This can be achieved by:
- Making a checkout option available for guests
- Ensuring that your checkout process is easy on mobile devices
- Removing items from your checkout forms that aren’t necessary or needed