Customer is the king in ecommerce domain. Naturally, customer service is of utmost importance for any ecommerce store / ecommerce website. But customers are getting more experienced and many of the strategies ecommerce players employ no longer have any effect. Many times, customers abandon an ecommerce website (http://www.provab.co.in/
Sometimes customers feel victimized. They are mentioned in emails as customer and not by name. Automation is good for saving time and effort, but it alienates your customer. You have to add creativity and personalized approach to your customer care service. We’ll give you some tips in this regard.
Your customer service representatives may make the mistake of talking to the customers without considering their feelings. To rectify this you can make a centralized database which provides each customer's data. Some top ecommerce platforms (http://www.provab.co.in/
Being proactive is also important. Expect what the customer will tell you and prepare to give the solutions. Be aware of the customer needs. Many times customers are deterred by very high delivery charges. Here you can offer them solutions that are viable to that particular customer. Even petty requests from them should be responded sympathetically. Their address may be wrongly inserted or the ordered product, have to be sent to a different address. You can immediately contact your shipping department to have that address altered. In extreme cases, like getting the product damaged by the customer, you may find ways to retain that regular customer.
It’s difficult to always entertain your customers’ requests, but you can strive to satisfy the small ones. Your little gestures may have a big effect on a customer's approach. Making your customer care department fully capable of rendering excellent service is key to the success of your ecommerce business.
Make your ecommerce customer service more professional and personalized so that your customers will have an intimate experience. Expect what they are going to ask and answer immediately. FAQ pages should be updated frequently. Tutorials and how-to videos will also help to solve problems in anticipation. Blogs expertly written will also answer many customer queries in advance. It’ll also help you in coming up in search engine pages.
Author is a senior business analyst and an expert in ecommerce development (http://www.provab.co.in/