E-commerce has become popular with the development of digital technologies. Shopping from the comfort of our home today looks very tempting compared to visiting a large number of boutiques and shopping malls in different parts of the city so that we know exactly where the prices are most affordable and the goods are of the highest quality. Even though it’s a digital purchase, buyers still expect to receive the same attention from sellers as usual. For this reason, many retailers strive to improve their customer support and raise virtual interaction with people who buy their products to an even higher level. To achieve this, it is first necessary to optimize the website so that it is equally understandable and easy to use for everyone. The last thing people will want to bother with is wandering the hidden corners of your website. Good customer support will improve your professional relationships with people who love your products, you will stand out in the market and be one step ahead of the competition.
There are so many signs that can be an indication of significantly poor customer support on your e-commerce website then it should be. Here are some of them that you may recognize in your case and that may encourage you to improve your online sales system.
1. You are not available on the website whenever customers need it
Something like this is unacceptable in today’s world of trade. The vast majority of people who love shopping are accustomed to great attention from sellers and want them to be available to them whenever they need it. If that’s not one of the services they can get from you, it won’t take them long to go and find a seller who will have all the time in the world for them.
To be able to survive in today’s harsh market, you need to step out of your comfort zone. Your frequent unavailability and customer dissatisfaction is thus the first sign that you must strive to improve customer service. They need to feel that your brand especially treats them.
Proactive support can also be a great help in achieving a better reputation. Try to point out to customers in time potential problems that may occur (delivery delays, for example) so that they may not be surprised. Also, monitor their satisfaction and to increase that, try to solve all problems.
2. You left them no way to try to solve the problem on their own
Another sign that your support isn’t at the level it should be is the lack of tools that can help customers solve some of the common problems on their own. Some customers will prefer to try to find some information or solve a problem on their own rather than being forced to contact customer support immediately for help.
This can often be very boring because it involves looking for adequate contact, waiting for a free operator on the line, and making calls. All of these actions are really time-consuming. Instead, it would be a good idea to have some basic troubleshooting information available with a few mouse clicks.
Some of the ways to achieve this are special sections on the website that are dedicated to answering frequently asked questions and how to solve some problems. You can also create specific pages that define the terms and conditions of the business policy. This will relieve phone lines and ensure better support.
3. You don’t have live chats
Almost every website dedicated to e-commerce, regardless of the products it offers, has live chats. If you are not one of them, now is the time for a change. Applications for customer services like helpcenterapp.com drastically meet the needs of their customers thanks to this option. If you are not one of them, now is the time for a change. As mentioned earlier, your availability is essential whenever customers request it. Live chats are the right way to leave an informal impression and let customers know that they can count on you at any time of the day.
A pop-up window in the lower right corner will remind them that you are always at their disposal. Besides, it is perfect for real-time conversation. Also, you will reduce costs but also facilitate communication because you will leave the option of communicating via messages, which is the easiest for most people.
4. You aren’t offering more different contact options
Live chat is just one of the options you can offer when it comes to contact. There are so many more ways. Considering a large number of social networks today, and other communication channels such as Viber, What’s app, messenger, SMS, and emails, you need to put more effort into connecting with customers.
When your goal is to reach as many users as possible, then your contact must be present to those who use social networks, but also to those who use all other channels of communication. This will allow a large number of users and potential users to find their way to you, without the need to install applications other than those they already have.
If you still don’t have more different ways to contact interested people, it’s a sign that it’s time for a change.
5. You didn’t leave the room for feedback
The positive but also negative reviews and impressions you receive should have a significant impact on the further development of your business and your sales activities. Without it, you cannot expect to progress. That is why it is necessary to leave space for all customers to give you feedback on the purchased products so that you know what it is that should be repaired in the future and what is great and there is no need to change it because it is just so perfect.
The key to success is in showing interest in what your customers are pointing to, as well as empathy. Surveys, for example, can be a great way to find out what they think about products. Keep in mind that this can be a motivation for you to be even better, but also a great advertisement for your brand. The lack of this possibility is a sign that the improvement of customer service in some future period is crucial.
Pay attention to these signs as this can help you make further progress and bring you to the very top of the e-marketplace.