How to Win The Customer – 7 Crucial Ecommerce Mantras

Customer service is critical in the ongoing relationship between retailers and customers. With the rise if social media, ecommerce companies need to understand and embrace these new social customers, and respond to them in a personal and timely manner.

So, how can you support the ecommerce customer?

1. Offer multichannel support

Today, many customers regularly use more than one support channel. In fact, 9 out of 10 customers expect to receive a consistent experience over multiple customer contact channels.

2. Listen on social media 

Why is this important for ecommerce companies? Because customers are craving for human interaction and they are basing their buying decisions on the fact that companies care about their customers. 

 

This is borne out by the statistic that 78% of the customers believe that social media will be the next tier of customer service. And 46% of online customers expect brands to provide customers service on Facebook.

3. Track all customer interactions

Tracking all customer interactions eliminates wasted time and confusion for both your agents and your customers. Since you interact on multiple channels, you build a rapport with the customer and that builds trust.

4. Create a support centre for the customers 

 

90% of customers go to a company’s website before calling or emailing you. Create a support centre for customers to self serve.

5. Provide online chat

 77% of customers agreed that online chat positively influenced their attitude about the retailer.

5. Focus on timely responses

Customer support response times dictate how the customer perceives the company. This is very important as customers who do not get a response are very much likely to generate bad reviews for you.

6. Deliver a wow experience 

 

This is done by combining empathy and understanding for the challenge the customer is facing. You need to identify and resolve the issue with skill and drive and make sure you scale that learning back into the organization. 

 

Altogether, experience, attention and resourcefulness are needed to ensure that you can meet the customer’s expectations and retain him in the future as well. This would take time, but with patience it can be achieved.