It’s so easy to buy something online. When life gets busy, that push of the button could sometimes just make the day so much easier, freeing up a bit of time or removing one less headache. Therefore, shoppers, while they like convenience, don’t want to throw customer service to the side. Instead, ecommerce needs a place for both, making buyers feel comfortable and helping them through a difficult day. As you consider price and website design, also think about how you communicate and handle questions, criticism and returns. Here are four things to contemplate.
Be Available
The online world appears technical and distant. At least it may seem that way if executives don’t take steps to connect with customers; therefore, make sure to provide various methods (phone, email, chat box) for clientele to connect with representatives. Response should be quick, within 24 hours. Otherwise, the consumer may just move on to another site.If your business heavily relies on a landline number, consider enabling it for landline texting so that your customer can directly contact you via SMS. This is a very simple process which can free up a lot of your time in customer support.
Be Knowledgeable
Nothing is more frustrating than hoping to get a product and then opening it to realize it doesn’t work. Empower anyone answering concerns with plenty of information. Is something not working properly? Then, have someone on hand who can walk through various solutions. If it still doesn’t work, establish a protocol for replacing the item or crediting the sale. In addition to this, ensure that the employees have patience and access to the company’s sales information. This is important if a purchase is disputed and needs representment.
Be User-Friendly
Is your website easy to navigate? Can people trust giving you their personal information? Go the extra mile to safeguard customers, protecting against fraud and possibly reducing false declines. Do this with the help of businesses such as Ethoca. They help verify purchases and send alerts for possible issues. Allow others to feel comfortable clicking on your cart.
Be Friendly
It’s hard to identify a person’s tone in an email. In fact, it’s often misunderstood, especially if it’s too business-like. Help workers understand how to answer requests with the right approach. Then, have conversations about how to speak with people on the phone. Etiquette is valuable. That doesn’t mean employees should cave to every whim; however, they should listen to complaints and offer to help as best as possible.
Don’t let the computer fool you. Your business is online, but it still needs a personal touch. Keep a human element, and encourage politeness and awareness. This may just keep customers returning for future deals.