Customer service as the basis for growing e-commerce

When you decide to set up an e-shop and sell your products or services online, you should know that there are a number of factors that will have an impact on your success. Apart from pricing, the website itself or the size of the portfolio, customer service is also important. This will have a significant impact on customer satisfaction and the opinion they form of you.

Customer service replaces regular salespeople

The way we shop has changed significantly in recent years. Whereas in the past it was common for people to go from one brick-and-mortar store to another, today the vast majority prefer to shop via computer or mobile.

But no wonder. The whole process of choosing clothes, cosmetics, furniture or food directly from home is fast, convenient and often cost-effective. Not to mention the fact that e-shops are available 24 hours a day, 7 days a week. So you can visit them even on a weekend, holiday or night.

Online shopping isn’t even as impersonal as it first appears. Ordinary salespeople who are located in physical stores are being replaced by quality customer service. Its staff can answer customers’ questions and solve problems related to payment, returns or complaints.

Professional service thanks to modern technology

People today don’t have the time to spend long hours in an e-shop waiting for someone to reply to their email. If they don’t get an answer to their question in a short time, they will most likely switch to a competitor.

This problem is effectively solved by modern technology, thanks to which you can communicate with customers in real time. Basic questions about payment, shipping or returns can be answered by a chatbot. In case of major complications, a service agent will join the online chat.

A friendly approach can motivate the customer to buy

A friendly approach and a sincere interest in the customer is the basis for success. This way you show them that you really care about them, which can motivate them to buy from you, recommend you to their friends and come back to you again later.

Satisfaction will be supported by multiple ways of communication

Customer service is no longer just a single phone number that people can call Monday to Friday. There are now many other ways of communicating that are also available at the weekend, on holidays or in the evenings.

If you want to meet a large number of customers, bet on multichannel. This means multiple forms of contact. The most ideal is a combination of phone, email, social networks and online chat. There’s something for everyone.

It is important to have experienced staff

Customer service is a key area of e-commerce that can greatly affect not only your profits, but also your reputation. Therefore, you must not take it lightly. You should find employees for your team who are experienced in communicating with customers and are ready to get to know all the products you sell thoroughly. This is the only way they will be able to advise people on what is best for them.

Setting up your own customer service is complicated and expensive. A much better option is to outsource these services from a call center. For one monthly fee, this will provide you with trained staff who will communicate with customers via phone, email, social media and online chat. And if you need to, you can use other services in addition to the hotline, such as creation of surveys or telemarketing.