Good customer service can make all the difference - especially in ecommerce where there is no face-to-face contact.
By offering excellent service you have the opportunity to turn happy customers into loyal customers. What’s more, business studies have shown that happy customers tell 4 people about their positive experience. Unhappy customers on the other hand tell 10 people how unsatisfied they are with your company.
Do the math… If you are able to offer excellent service, your bottom line will thank you for it. But in ecommerce this is easier said then done. Customer support requests can be inundating and highly time-consuming for many growing businesses.
How do you offer excellent customer service that creates growth - without sacrificing your time and sanity? What is Customer Service?
You can’t build a good e-business without solid customer service. This means responding to customer enquiries, dealing with lost packages, payment problems and returns - and finally answering questions from customers.
Good customer service is all about bringing customers back to your site and turning them into repeat buyers. You want to send them away happy and impressed enough to tell their friends - who may also become repeat customers - about your business.
The good news is that a customer service system that’s fast, efficient and delivers excellent value to the customer can be set up with very minimal cost, technology and time.
You’ll notice that few books on ecommerce deal with customer service.
After all - can customer service really boost sales and increase the bottom line? We believe it can and it should.
The key to good customer service is responsiveness. This doesn’t just mean responding to your customers demands, try to anticipate them. Good customer service exceeds your customer’s expectations.
A website with 100,000 subscribers and turnover of close to $1 million a year only needs ONE customer service rep working 20 hours a week if the proper systems are set up well.
2 Key Concep
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Tags: Business, Ecommerce, growing onilne
