The Beginner’s Guide to Providing Awesome Support to Your E-commerce Customers
Your customers are the base of your business. Naturally, you have to take care of customer experience from Day 1 of your business activity. Being a beginner in the business does not excuse you from providing your customer full support and assistance that will make their journey smoother.
So, here we have listed some non-negotiable factors that you must use to stay connected with your customers and making sure that they stay loyal to your store.
#1 Always Respond
Initially, you may say, “Why would I not respond to an inquiry or a grievance?” But sometimes you may get inquiries which do not relate to your business or which is impolite or critical or just simply do not make any sense. If you do not respond to any inquiry, word of mouth may portray your business as impolite or distant. And if it comes to legitimate questions, be detailed and put your effort into solving their problems genuinely.
#2 Respond Fast
Responding is not enough. You must respond fast. No one has all the time in the world to wait for your response especially when there are so many other alternatives in the market. And responding fast does not mean as fast as you can. Make a definitive window of time and let your customers know about it with an automated response like, “We’ll get back to you in 2-3 hours/ within 24 hours.”
#3 Arrange For 24-Hour Support
Not all inquiries require human interaction. Many can be solved automatically. You can use a bot that will grasp the keyword in their search query and direct them to a relevant page where the information is pre-stored.
You can also use chat support if you have the resources for it to immediately assist your customers with any business-related difficulty they may be facing.
#4 Be Empathetic
As a business professional and a store owner, you will definitely have much more experience and knowledge about your industry. But your customers may be beginners here. They may require assistance regarding even the ABCs of this business. You need to be understanding of their troubles.
So, whenever you respond to them, acknowledge their difficulties and assure them a easy solution. With that tone of empathy, you can then move forward to explain what they actually need to know.
#5 Make An FAQ Page
An FAQ page benefits both the seller and the buyer. It saves time for both the parties – the seller does not need to repeatedly answer to same queries always and the buyer does not need to wait for your response as well.
For making a fruitful FAQ page, you need to keep a tap on the most common queries. After that, you can segment them in a certain order and develop a full-length FAQ page. In fact, if you get too many inquiries one particular product, you may even benefit from including a FAQ section within that specific page as well. But, know this, this is not a one-time thing. For best results, you have to keep updating this page at certain intervals.
#6 Use Easy Language
Use simple words, simple sentences and be as elaborate as possible. It’s always better to say a bit more than saying a bit less. A small piece of missing information may prolong the conversation for much longer. And this applies to the entire content in your website – webpage content, product description, confirmation messages, grievance addresses, inquiry response, promotional messages, newsletters, policies, terms & conditions – all of it!
A rule of thumb: Read your content to check if it is good enough for a 10-year-old – if not, rewrite.
#8 Honor Your Commitments
Do you offer free returns? Or 7-day exchanges? Or warrant your products? If you make any such commitments, make sure that you follow it through. If there are any conditions attached to those benefits, mention them boldly so that there are no confusion or ‘hidden’ conditions.
Your customers will respect you for your perseverance and they will be more likely to prefer your store.
#9 Take Feedback For Customer Experience
One of the most important aspects of any business is feedback. You cannot run a business if no one buys from you, and no one will buy from you if they have a bad experience at your store. But how can you know if your customers are enjoying doing business with you?
The easiest and risk-proof way is to collect feedback. You may prepare a small questionnaire or ask them to share their feedback in their own words. But there’s a catch. Why should your customers spend their valuable time giving you feedback? Yes, that will help you serve them better but as an initial boost, you may offer a small incentive for anyone who shares their honest opinion.
Employ some resources and make some effort to give your customers a good experience – it pays in the long run & in the short run as well!