Ecommerce Customer Service


Ecommerce Customer Service

Ecommerce customer service refers to the services you provide to online shoppers. If visitors have questions or need help making a purchase, these features help them navigate your site and achieve their goals.Before we start our topics please have a look some customer service facts

  1. 86% will pay more for great customer service.
  2. 40% will buy more when they experience great customer service
  3. over time great customer service generates loyal customers, and loyal customers are worth up to 10X the amount they initially spend.
  4. 20% of your dissatisfied customers will use social media to air their grievances 46% for those aged 24 and under.
  5. 78% of consumers are likely to walk away from buying because of poor customer service.
  6. 89% of consumers who experienced bad customer service are likely to go to a competitor.

Why is online customer service important?

The Importance of Excellent Online Customer Service. The job of every business is to make each customer feel special. Many businesses accomplish this by providing excellent customer service for them. ... Those types of experiences are the best marketing tools a business can provide and encourage customers to return.

What are customer service skills?

Customer service skills are the set of behaviors you rely on when interacting with a customer. They can also be useful when following up after an initial conversation. For example, if you work as a virtual assistant for a technology company, you may need to help customers troubleshoot problems with their devices. To accomplish this, you will likely use several different skills:

  1. Communication : You will need to be responsive in a timely manner. You will need to communicate with them in a clear, easy-to-understand way to solve the problem.
  2. Empathy : Your interactions may begin with someone who is frustrated or unhappy. It is important that you understand and identify with the feelings of others and communicate accordingly.
  3. Patience : Clients and customers might ask several questions, be unhappy or ask you to repeat instructions several times. Patience is important to keep the conversation on track, remain personable and provide a positive experience.
  4. Technical knowledge : To effectively solve problems, you will likely need to know a bit of technical or industry knowledge to help them resolve the issue at hand.

What is the good customer service?

Good customer service means having a thorough knowledge of your inventory, experience with your products, and being able to help customers make the best choices for them.

  1. Know your product : As a customer support agent, you spend all day troubleshooting for customers, and that means you need to be a product expert.
  2. Maintain a positive attitude : Attitude is everything, and a positive attitude goes a long way in providing good customer service.
  3. Creatively problem-solve : Over 80% of customers have churned because they experienced bad customer service. That is why you must thrive on solving problems for your customers and make it a central part of your support role and there will always be problems to solve.
  4. Respond quickly : A surprising 66% of people believe that valuing their time is the most important thing in any online customer experience, according to Forrester. Resolving customer queries as quickly as possible is a cornerstone of good customer service. Speed should be of the essence especially for smaller issues that do not take much time to solve.
  5. Personalize your service : By personalized service, we are not talking AI or chatbots. We mean knowing your customers and treating them as individuals. Automation has its place in customer support, but it can not replace real people helping people.
  6. Help customers help themselves : That said, customers do not always want to talk to someone to get their problem solved often, they want to quickly resolve their issue themselves. Among consumers, 81% attempt to take care of matters themselves before reaching out to a live representative. Further research shows that 71% want the ability to solve most customer service issues on their own.
  7. Focus support on the customer : Your customers are the most integral part of your business, and they come before products or profit. Treat them like they are the center of your world because they are. According to Kristin Smaby in Being Human is Good Business,“It is time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It is worth it.”
  8. Actively listen : Paying attention to customer feedback includes looking back over the data, as well as listening in real-time. Show your customers you hear them when they take the time to speak to you.
  9. Keep your word : If you promise something, making sure you deliver on it is common-sense customer service. Do not let your customers down. Keeping your word is about respect and trust.
  10. Be proactively helpful : Going the extra mile is one of the most important things you can do to establish good customer service. This is when you have ticked all the boxes, and yet you still want to do more.

What is the bad customer service?

Bad customer service is caused by a number of factors which include; very unhelpful and impolite staffs, poor after sales service, poorly trained staff members who lack knowledge and skills to perform various tasks and poor products or services.

Is the customer always right?

The phrase “The customer is always right” was originally coined in 1909 by Harry Gordon Selfridge, the founder of Selfridges department store in London, and is typically used by businesses to convince customers that they will get good service at this company and convince employees to give customers good service.

How do you service a customer?

  1. Truly listen : Offer expertise, but make sure employees are listening as much as they talk. Great service is not about forcing a strategy that does not work for the customer. Try to balance being an expert with listening to concerns and providing what customers think is right for their needs.
  2. Be responsive : Customers want service, fast. Even if the full answer can not be delivered immediately, always email back the same day. Keep the customer looped into the process, and make sure they understand everyone is doing their best to ensure issues are being addressed quickly and fully.
  3. Accommodate customers : Unfortunately, customers can drop the ball just as often as companies. Sometimes a client will show up late to a call and sometimes a customer will not have all the relevant information service-team members need to provide assistance.While it can be easy to get aggravated, it is important to accommodate customer needs. Keep in mind that every customer or client is a potential brand ambassador, meaning every interaction can be a selling point or a barrier to attracting more business.
  4. Build trust : A company-customer relationship does not need to be strictly platonic. Going the extra mile and showing passion for the client builds loyalty, trust and a longer customer relationship.
  5. Live the company values : To ensure a great client-service experience, the company needs to make service an important cultural value. When creating a company culture, standard practices, or a mission statement, highlight the importance of customer service. Making service a baked-in part of the culture means employees will be more likely to live the companys values on a day-to-day basis, and create better service outcomes.
  6. Do not grow too quickly : Do not sacrifice quality in lieu of hunger for growth. At the end of the day, happy customers lead to word-of-mouth referrals and an overall positive company brand, image and reputation. This organic and steady growth is what will lead to a healthy company.Client service is an integral part of any growing company. The best way to deliver amazing service is to listen, build trust and be responsive to customer needs. Keep in mind, a great service experience has the power to turn customers into fans, and clients into brand ambassadors for the company.

How can you improve your online experience?

  1. Improve your grammar.
  2. 2. Make your website mobile friendly.
  3. Provide customer reviews.
  4. Give a live chat option.
  5. Proofread your content.
  6. Offer free shipping.
  7. Make your site easy to navigate.
  8. Use good photos.

What is sales customer service?

Customer Service + Sales = Positive Customer Experience. When a customer buys a product or service from your company, he also purchases the experience that goes with buying it. An experience is a whole process of deriving a benefit from the product. And no two separate departments can accomplish that experience alone.

Who is a loyal customer?

Customer loyalty is a customers willingness to buy from or work with a brand again and again, and it is the result of a positive customer experience, customer satisfaction, and the value of the products or services the customer gets from the transaction.

Who is target customers?

A target market is the specific group of people you want to reach with your marketing message. They are the people who are most likely to buy your products or services, and they are united by some common characteristics, like demographics and behaviors.

What are customer relation skills?

As a job, customer service professionals are responsible for addressing customer needs and ensuring they have a good experience. As a skill set, customer service entails several qualities like active listening, empathy, problem-solving and communication.

Why is it important to build relationships with customers?

Powerful customer relationships are essential to business success.Just like personal relationships, it is important to cultivate and nurture customer relationships. When organizations develop strong relationships with their customers, it can lead to loyal clients, positive word of mouth and increased sales.

Why is relationship selling important?

While relationship selling techniques are important for customers and clients, it also can affect potential buyers who are talking with you and closing in on a purchasing decision. It is true that it is generally easier to keep a current customer than trying to securing a brand new one.

The Six Basic Needs of Customers

  1. Friendliness : Friendliness is the most basic of all customers needs, usually associated with being greeted graciously and with warmth. We all want to be acknowledged and welcomed by someone who sincerely is glad to see us. A customer should not feel they are an intrusion on the service providers work day!
  2. Understanding and empathy : Customers need to feel that the service person understands and appreciates their circumstances and feelings without criticism or judgment. Customers have simple expectations that we who serve them can put ourselves in their shoes, understanding what it is they came to us for in the first place.
  3. Fairness : We all need to feel we are being treated fairly. Customers get very annoyed and defensive when they feel they are subject to any class distinctions. No one wants to be treated as if they fall into a certain category, left wondering if “the grass is greener on the other side” and if they only received second best.
  4. Control : Control represents the customers need to feel they have an impact on the way things turn out. Our ability to meet this need for them comes from our own willingness to say “yes” much more than we say “no.” Customers do not care about policies and rules; they want to deal with us in all our reasonableness.
  5. Options and alternatives : Customers need to feel that other avenues are available to getting what they want accomplished. They realize that they may be charting virgin territory, and they depend on us to be “in the know” and provide them with the “inside scoop.” They get pretty upset when they feel they have spun their wheels getting something done, and we knew all along a better way, but never made the suggestion.
  6. Information : “Tell me, show me – everything!” Customers need to be educated and informed about our products and services, and they do not want us leaving anything out! They do not want to waste precious time doing homework on their own – they look to us to be their walking, talking, information central.

How to Handle Customer Complaints?

  1. Stay calm.When a customer presents you with a complaint, keep in mind that the issue is not personal; he or she is not attacking you directly but rather the situation at hand. “Winning” the confrontation accomplishes nothing. A person who remains in control of his or her emotions deals from a position of strength. While it is perfectly natural to get defensive when attacked, choose to be the “professional” and keep your cool.
  2. Listen well.Let the irate customer blow off steam. Respond with phrases such as, “Hmm,” “I see,” and “Tell me more.” Do not interrupt. As the customer vents and sees you are not reacting, he or she will begin to calm down. The customer needs to get into a calm frame of mind before he or she can hear your solution or anything you say, for that matter.
  3. Acknowledge the problem.Let the customer know you hear what he or she is saying. If you or your company made a mistake, admit it. If you did not make a mistake and it is a misunderstanding, simply explain it to the customer: “I can see how that would be incredibly frustrating for you.” You are not necessarily agreeing with what the customer is saying, but respecting how he or she perceives and feels about the situation. An excellent phrase for opening up this particular conversation would be, “So, if I understand you correctly…” After the customer responds, follow up with, “So, if I understand you correctly, we were to resolve the problem by noon today. I can see how that must be frustrating for you.” Then be quiet. Usually, the customer will respond with “That’s right” or “Exactly.” By repeating to the customer what you think you heard, you lower his or her defenses, and win the right to be heard.
  4. Get the facts.After listening, take the initiative in the conversation. Now that the customer has calmed down and feels you have heard his or her side, begin asking questions. Be careful not to speak scripted replies, but use this as an opportunity to start a genuine conversation, building a trusting relationship with your customer. To help you understand the situation, get as many details as possible.
  5. Offer a solution.This happens only after you have sufficient details. One thing to keep in mind: Know what you can and cannot do within your company’s guidelines. Making a promise you cannot commit to will only set you back. Remember, when offering a solution, be courteous and respectful. Let the customer know you are willing to take ownership of the issue, even if it was out of your control. Take charge of the situation and let the customer know what you are going to do to solve the problem.

How do you handle angry customers?

  1. Remain calm : When a customer starts yelling or being otherwise rude, there is nothing to be gained by responding in a similar manner. In fact, that will probably escalate hostilities. Maintain control of yourself, even if the customers tirade makes you feeling like yelling yourself.
  2. Do not take it personally : Remember, the customer is not angry with you, they are displeased with the performance of your product or the quality of the service you provide. Your personal feelings are beside the point.
  3. Use your best listening skills : The first thing an angry customer wants is to vent. To do so, they need someone to listen and, for better or worse, you are that person. Listening patiently can defuse a situation, as long as the customer feels acknowledged in his or her complaint. Hear them out. When they are done talking, summarize what you have heard and ask any questions to further clarify their complaint. Body language can be critically important here. Keep eye contact. Stand or sit up straight. Keep your arms uncrossed. Show how closely you are paying attention to their problem.
  4. Actively sympathize : After the customer vents, he wants to know you understand where he is coming from and how he or she feels. Express sympathy for their unpleasant customer experience. Respect and understanding go a long way toward smoothing things over.
  5. Apologize gracefully : Whether the customers complaint is legitimate or not is really irrelevant. If you want her to stay a customer, you need to express an apology for the problem they are having (or perceive to be having). A simple, straightforward statement is often all that is needed: “I am sorry you are not happy with our product. Lets see what we can do to make things right.”
  6. Find a solution : Once you understand why the customer is unhappy, it is time to offer a solution. Ask him what he feels should be done or put forward your own fair and realistic answer to the problem. In most cases, that is all the customer is looking for and may result in providing some degree of satisfaction.
  7. Take a few minutes on your own : After the situation has been resolved and the customer is on her way, it’s helpful for you to take your own “time-out.” Even if you’ve handled the situation in the most professional way possible, it’s still a stressful experience. Rather than let that stress linger inside you, take a short walk, treat yourself to a snack or find someone to talk to who makes you laugh. Then you’ll be ready to once again engage with your customers.

Why is customer satisfaction important?

Customer satisfaction plays an important role within your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments.