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Ecommerce Customer Service Make Customers Feel Valued

May 09, 2011 Jim Iyoob

With many businesses taking the Ecommerce route, it is essential to provide Ecommerce customer service during and after a sale. Efficient Ecommerce customer service ensures satisfaction, customer loyalty towards the business, and increases the chances of a customer reverting or referring the services to others. Since direct conversation is less in the online environment, providing Ecommerce customer service during the sales process builds long-term relationships and credibility of the business. Absence or poor Ecommerce customer service can be detrimental to the growth of business. Efficient customer service is realized by providing the following:

Accurate Purchasing Information

Providing clear and precise information about purchasing a product makes the entire purchasing process easier for the customer. The customer feels more comfortable with the quality of Ecommerce customer service provided and ends up making a purchase. Providing accurate customer service on purchasing can be ensured through online chat customer service, email, or phone based support. Providing the correct information on shipping, return policy and other charges goes a long way in creating a positive customer impression.

Email Communication

Sending an email after the customer makes a purchase ensures that the customer builds a positive reputation about the business and feels that they have made the right purchase. Getting in touch with customers provides an opportunity to create a positive image of your business and increases the chances of making a sale. Emails notifying the customer that a product is out of stock should include recommendations about other similar products that the customer might be interested in purchasing. Sending emails containing flyers, promotional events, online sales, and discount coupons help in building customer loyalty.

Provide Help Desk Facility

An Ecommerce customer service fulfilling the post-sales queries of the customers helps in customer satisfaction, customer loyalty and retention. Assisting customers even after they have purchased a product makes them feel that the company cares about their customers.

Providing Ecommerce customer service through online chat customer service, email, or phone based support builds a satisfied customer. Ecommerce customer service makes customers feel recognized and valued and makes them loyal to business.

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Jim Iyoob

Jim Iyoob is the Chief Customer Officer for Etech Global Services. Jim has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has an impeccable track record of innovation and advanced business intelligence. Based on his level of expertise, Jim has been featured in numerous publications including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter by “Iwantitnow”. He has co-authored three books on the call center quality monitoring.