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Customer service is essential to the longevity of any business. In the new reality of increasingly remote delivery across the nation, customer service looks very different. The opportunities of thanking customers in person are becoming fewer and fewer; entrepreneurs need to be more creative with new opportunities. Fortunately, there are still many easy ways to improve ecommerce customer service no matter how far away your customers are.
Just because you don’t always see your customers, doesn’t mean the usual customer service rules don’t apply. Customers will expect certain behavior, even if their only interaction is via email or phone. When there’s an issue or customers have a question, be sure to reply quickly and courteously. Use the same polite wording as you would in person and take the time to ensure your letter is grammatically correct.
Try to solve any problems with as few interactions as possible just as though the person was demanding resolution face-to-face. Finally, don’t be afraid to follow up with an email later. Depending on how the previous communication went, a follow-up email can be a good place to request feedback or similar customer interaction.
The bare minimum expectation of any online business is that items ship out and arrive on time. This means there are many creative and easy ways to improve ecommerce customer service. Much can be done through research on competition. What are your competitors doing to offer high value?
Make sure your business competes actively in areas like price, shipping costs, and shipping times. Besides this, you can add value with follow-up emails as well as samples. Take the time to not only create effective, but also attractive packaging. Seek reviews to find areas where your business can improve, especially on the ecommerce platform.
When it comes to online selling, shipping is the moment of truth. Take the time to set yourself up for success when it comes to shipping. The more problems between you shipping out fast increases the chance of erroneous or late packages. Take some time to figure out how you can make your shipping process as efficient as possible. Every business must have a plan for when shipping problems arise. As mentioned, this starts with the ability to respond quickly and appropriately to customer inquiries.
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