Being as dynamic as it already is, the market has become saturated. It is harder for ecommerce businesses to attract and retain customers. Startups are struggling to generate leads and get a chance to increase their revenue. Many ecommerce establishments are trying to drive traffic to their sites by optimizing their landing pages, check-out procedures and customer support services.
Somehow, business owners count on already established customer support procedures, without any further consideration in terms of improvement. It is of great importance to understand that a well-functioning customer support department is crucial for your business to reach success.
There are many tools that could improve your support services. By taking advantage of a variety of them, you will be able to cover all possible issues. Here is the list of tips on how to improve your customer support service.
Be up-to-date with Emails
You will build more confidence with your visitors if you provide a contact email address with your company info. Another way is to have a contact form on your web store, where visitors can submit any questions relating to possible issues. Make sure to encourage them to write an email by writing an honest and personalized story on your About Us page.
While your business grows, you will be getting more and more emails every day. So, it is of the utmost importance to have a separate mail address for customer support purposes. Only then will you be able to organize which emails you have to respond to. For instance, Google’s Inbox offers many options on how to organize incoming emails.
Start Using Social Media
If you don’t have accounts on at least 2 social media platforms, you’ve got to go and create them as soon as possible. You should also add social media buttons to your online store. By staying active on social media, you will be able to answer any related questions in no time, and your customers will be able to see how responsive you are because of the notification system every social media platform has.
For starters, you can focus only on one platform, as it will be easier to get used to it. In time, when you feel confident, you can cover all social media sites. This way, you will reach more customers. If you find it to be too hard, you can try using social media management tools.
Optimize for Mobile Platforms
Stay trendy and quickly adapt to new challenges, and you will be able to grow a successful e-commerce business. There are currently more users accessing the internet via mobile than via desktop or laptop.
You should focus on getting a responsive website design. You want every inch of your website to be clearly visible and easy to navigate on all screen sizes.
Implement Live Chat Software
Live chat software is a very small investment which can, in return, generate many benefits for your e-commerce business. It will increase the average time a user spends on your web store. This will lead to a better ranking on all major search engines. In the end, this will result in generating more leads than ever.
Another benefit of this software tool is that it deflects tickets, emails, and phone calls, thus relieving the pressure from your support team, especially if it is only a one-man team. Being there to address customer issues in real-time and leading them through the purchasing process, you will gain more trust, which results in customer retention and may lead to an increased number of customer referrals.
Compile Data and add a Frequently Asked Questions Page
If you decide to try these tips out, you will end up having a lot of valuable data. You can use it to identify the common issues and questions of your customers. Also, you will be able to discover the weak spots of your online operation. Utilize this data by creating and adding a FAQ page on your online store website and write some helpful guides for your customers.
As you can see, all these tips are not that hard to integrate into your e-commerce business plan. In return, you will provide your customers with top-notch support. There are many tips on how to improve your customer support, and they can be found online. Feel free to look for them and read them through.
A customer support service is something you always have to keep up to date in order to meet the needs of people that are interested in buying your products or services.