Outsourcing E-commerce customer services are becoming a necessity for any E-commerce store, especially if it’s a small and new store from which customers are hesitant to buy. Now, it becomes the job of the very E-commerce store to banish this hesitation with nothing other than exceptional E-commerce back-end support services. It is important for a business to understand the fact of embracing the critical relationship between retailers and their customers on a personal level. The concept isn’t that difficult if implemented effectively by a store. Few things that you might want to take care of are as follows:
Multichannel support – Most of the customers online utilize more than one media channel on a regular basis. 90% of the people expect a prompt customer support over different contact media. What matters most is remaining consistently connected.
Stay social – Social media has not only become one spot for the society to interact, but also maintain contact on congenial topics. This becomes a very important pressure point for the E-commerce services at stores where they can prove that their customer's matters to them. Chatting, sharing pictures, gaining feedbacks, launching contests, sharing experiences, answering queries, addressing issues and most importantly staying approachable on social media is what makes an E-commerce service trustworthy and relatable.
Track customer interactions – Make sure to track all the customer interactions via various channels. This doesn’t just reduce time wastage, but also creates a reference for future issues and understanding of customer behavior.
Consistent E-commerce solutions– It is better to provide a support centre online on your website rather than waiting for the customers to E-mail or call yours for their queries. Half of your issues will be solved if your website is clear and loud about major things and it’s an added advantage if there is also someone handling the chat station.
Response time – Minimise the response time. Approximately 85% customers today prefer a company which responded promptly to their queries and feedbacks. It is important for them to perceive that they matter to your company.
Make them feel that you care – Combine your experience and understanding to respond to your customers with effective E-commerce solutions. Try relating to the issues and apply not just skill, but also empathy to comprehend a problem.
It is very important for your customers to feel that they are valued. Outsourcing customer services with Hvantage Technologies provides you with the best E-commerce solutions as well as E-commerce store management services for your store. We not only track issues related to your customers on all portals but also aim for an overall satisfaction for both you and your customers.