As the years go by amidst the rise of tech innovations, more and more people are starting to expect a much faster, smoother and more convenient customer service experience. To ensure that customers are satisfied, new businesses need to deliver quick responses to their questions. In addition, they also need to provide quick resolutions to many different customer issues. The real question is, how can new businesses address such complicated e-commerce customer service demands?
Tip 1: Find a reliable cloud-based phone system
When trying to establish high quality customer service for ecommerce, it is always best to start with a solid foundation. Look for a system that can simplify the way you manage the team as well as the customers. If you can find anything like this, you will not only save time but you can save on costs as well.
Many experts recommend the use of a cloud-based business telephone system. This is obviously the best choice for new businesses because it does not need equipment on site. With an internet connection as your only requirement, this kind of technology can give you the functionality of a full telephone system.
How can new businesses fully benefit from having a very good cloud phone system?
Cost is very crucial, especially for new businesses. In the long run, operating a cloud-based telephone system is less costly compared to onsite phone systems. It eliminates the need for expensive technical contractors and hardware. With a system like this taking care of all the issues with regards to complexity, new businesses can focus more on increasing their sales and satisfying their customers.
Tip 2: Choose the best system with all-in-one capability
Do not choose just any kind of cloud-based phone system. To ensure hassle-free and uninterrupted experiences for your ecommerce customer service, go for a system with all-in-one capability. This setup will allow for a seamless experience regardless of the various modes of communication the customer will use to get in touch with your business.
Having an all-in-one system is very advantageous because everything is logged into one centralised location. For instance, a customer chats about a sales inquiry on email on his way to work. Then by lunchtime he decides to ask another question, this time using SMS. On his way home, he makes a followup and then finally decides to make a purchase via phone call. All the records and information that you need are recorded and organised for easy reference of every staff who is dealing with the customer. Now that’s a truly seamless experience.
To sum up, a very good system will basically have everything you need: a telephone platform, an email platform, a ticketing platform, an SMS platform and a CRM platform. When you have this kind of amazing technology available, managing your team while managing your customers will become very simple.
Tip 3: Create a team of skilled customer service agents
After establishing a solid foundation, the very next thing to do is to build a team of experienced customer service representatives. This is very important because they will represent the business. The way they interact can either build or destroy the customers’ perspective of your company.
The right agents for your team should have excellent skills in listening and communication. More importantly, they should also have subject matter expertise, collaboration skills and empathy. If these elements are delivered properly, the customers will know that they are taken cared of and clearly understood.
Tip 4: Provide a quick response and resolution to every issue
For an e-commerce customer service, the speed of service is extremely important to satisfy customers and make them happy. Being able to deliver a quicker response time would give your business a competitive advantage. When connecting with customers, always choose the channels which they prefer in order to give them a positive service experience.
