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There are so many eCommerce sellers, and you’re all out there trying to do the same thing. You’re selling products to people who may never have a chance to see what they’re about to purchase.
So how do you separate yourself from the other thousands of eCommerce sellers doing the same thing as you?
You need to provide the best customer service experience to your customers, that’s it. I’ve experienced this first hand, and it’s the inspiration for this article. I’ve learned a lot about the power of creating customer relationships, and by the end of this article, you will too.
How to Win eCommerce Customer Service: 5 Tips
Here are my five most important tips to keep in mind. These will help you find your way into your customer’s brain. When this happens, they’ll always think of you when they need whatever it is you sell.
1. Go Above and Beyond
The most critical thing I’ve realized over time is, going the extra mile is a great way to make up for shortcomings or mistakes in your business. Let’s face it, we all make mistakes and experience issues in our business.
It will happen to you, and it has probably happened already. How you handle the mistake after it occurs is far more important than avoiding it altogether. Believe it or not, but the error may even be a blessing in disguise. This might provide you the opportunity to really connect with your customers and show them how much you care.
As eCommerce sellers, we don’t have that face to face interaction as we would in a retail store; as a result, we need to take extra steps to show our customers that we care.
Consider personalizing your packaging with handwritten letters, send samples of new products, or send follow-up emails to make sure that the customer received their order and they’re enjoying it.
If something goes wrong, address it immediately. Be proactive and show the customer that you appreciate their business, and you will do anything to keep them coming back to your store. Here is where the opportunity lies.
2. Get Personal
Once again, as eCommerce sellers, we don’t get the chance to shake our customer’s hands and say, “thanks for doing business with us.” Just because you don’t have that face to face interaction doesn’t mean you can’t make it personal. This area is where you can completely separate yourself from the competition.
- Be willing to send emails to find out how your customer is doing
- Don’t be afraid to send a personalized note or card in the order
- Keep track of customer milestones with your store
- Offer perks and incentives to return customers
If you’re wondering how to provide better eCommerce customer service, this is it!
3. No Questions Asked Return Policy
Buying online is scary for many people, and depending on what you sell, your customers might be putting up a lot of money without knowing what they’re getting on the other end. Take out all the nerves and fear by having a clear no questions asked return policy.
Even if your customers are nervous about shopping with you, the return policy will help them feel more confident because they know they can return the product without having to worry about it.
Put yourself in your customers’ shoes and remove and skepticism they might have.
4. Make Your Customers Part of Your Brand
I love the idea of using social media to increase your brand reputation. When you have happy customers, you should milk that as much as possible. Offer the customer an incentive to send you a picture or video of them using your product.
Once you have it, turn to social media and post the heck out of it to show future customers what they’re missing out on.
Not only are you using powerful social proof to drive in new customers, but you’re creating a strong bond between you and your previous customers. Now you have the chance to generate repeat sales and going through the process over again.
Always remember to put the customer first in these situations. Make sure you’re offering an incentive that provides them value.
5. Take Feedback Seriously
There are few things worse than a business that doesn’t listen to its customers. You need to take feedback seriously and implement it back into the business as soon as possible. Don’t think of customer complaints or returns as a bad thing, it’s a good thing.
If you’ve ever heard of the phrase “fail fast,” you’ll understand where I’m going with this.
This feedback helps you identify weak spots in your eCommerce business so you can address them and move forward. Keep in mind that most customers don’t provide feedback, they just never come back to your store again.
Take all the feedback you can get, and even offer incentives for critical feedback. Once you implement the change, invite the customer back to your store to show them that you care about what they have to say. Boom, you’ve just built a whole lot of trust!
The Benefits of eCommerce Customer Service
Once you implement the five points outlined above, you’ll start to see some changes in your eCommerce business. Let’s take a look at how great customer service impacts eCommerce.
Repeat Customers – The first and most obvious way is with repeat customers. If you address a customer concern, you’re showing them that you care and you want them to shop with you. Make sure you’re going the extra mile.
Higher Customer Value – If customers trust you and they believe you’ll deliver on your promise, they’ll be more willing to buy more from you. If your customers read a bunch of bad reviews or they don’t feel confident in your store, they might purchase, but they’re likely “testing the water” because they’re afraid to spend too much money. Building trust and providing excellent customer service is a great way to increase the order value per customer.
Improved Social Proof – This one is obvious. If you have customer testimonials, great reviews, and customer videos all over your social media, website, and store, you’ll build more trust in your customers. When you build trust, people are more willing to buy from you. If you’re not providing wonderful customer service, you likely don’t have a lot of happy customers to showcase. You can fix any problem with great service!
The Value of Customer Service
Your customers are the lifeblood of your eCommerce business, and you always need to remember that. Don’t think of customer service as a robotic process of “going through the motions.” Customer service is about personalization, going the extra mile, and ensuring that everyone is happy and satisfied.
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