Running an online shop is a profitable and exciting venture, yet, there are many challenges that you need to overcome, and at the same time, the competition is rising. Quickly, because such a profitable field tends to attract many new players.
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However, do you want to know how you can keep an edge over your competitors and keep them at bay? By taking care of your current customer base, and by this, I mean bringing them an excellent customer service. A truly exceptional experience.
That is how you will win this battle, and therefore, obtain a better conversion rate and a horde of loyal and returning customers who will be your best allies.
Ready? Let’s learn how you can improve in this critical department!
#1 – Set Up a Knowledge Base:
A knowledge base (or self-service portal) is excellent for two concrete reasons: it brings customer service to people who need help but don’t want to talk through any other channel and it will also help you to get more organic traffic, because when you set it up correctly, you will start to rank for long tail keywords.
However, you should take your time setting it up, because you want it to answer as many questions as possible, so your customer satisfaction rate can be high because, in the end, it is what really matters.
It will make customers happier and will bring you targeted traffic, what else could you ask for? That is why your online shop needs a KB badly, so set it up and win!
#2 – Offer Live Chat Support:
73% of customers find live chat the most satisfying way to contact a business. If you are not offering it yet, then you are missing out on many profitable opportunities.
It is an excellent and fast way to bring customer support. It also works great as a way to close more sales and as a lead generation source, because 42% of customers selected it as their favorite method of giving contact info.
In the case of e-commerce, it can help you to generate more conversions, because you can solve last-minute doubts, questions, and objections in just a couple of minutes.
If you are not using it yet, then it is about time to do so, because you are leaving a lot of money on the table.
#3 – Pay Attention to Social Media:
40% of customers who present a complaint on social media expect an answer within one hour. A short time-frame, but you must be there to bring customer service. If you excel in this area, then you will make your reputation grow stronger, and that can only benefit you in the short and long term.
90% of customers have used social media to contact a brand, and that includes yours. If you want to keep an edge over the rest, then it is about time to start implementing social CRM strategies, or even better, you should acquire a social CRM software.
#4 – Rely on a Proper Customer Support Software:
In short, you need a customer support software that allows you to set up a KB, bring live chat support, and come with an integrated social CRM solution and many other tools to take care of customer support globally. You need something like Kayako that includes all of that and more, and yes, it is used by many online shops both small and big, and they even have a special solution for e-commerce.
If you want to take things to the next level, then invest in a good customer support software like Kayako and the results will be excellent. You can bet on it.
#5 – Make Use of Video For Educating Your Customers:
People love the video, and therefore, it is a great way to educate them. You can set up a video area on your website where you explain to them how to solve common problems and answer the most popular questions. It is an easy and efficient way to bring support, so you should implement it.
Closing Down:
Now you have five powerful tips to make your e-commerce support service better. What are you waiting for? Make things happen and take your online shop to the next level!
