Providing consumers with excellent customer service is perhaps even more important as retailers move from brick-and-mortar stores to ecommerce sites. Not only do customers have instant access to competitors at their fingertips, but they also have social media outlets where they can voice their complaints.
Retailers are charged with the responsibility of developing service tactics that meet the needs of online shoppers to inspire customer satisfaction and loyalty. A recent study by Our Social Times revealed that many consumers want access to traditional service channels in addition to easy-to-use online resources. When shoppers were asked what companies could do to improve online customer service, 68 percent said they would like easier-to-find contact phone numbers.
In addition to accessible live-help, businesses can provide customers with an array of resources for self-service, such as how-to videos and links to frequently asked questions. Companies may reduce the chance of receiving poor word-of-mouth reviews when they have live customer service representatives answering questions on social media sites.
Companies can find out where they are doing well and establish specific areas of weakness by asking for feedback. Practical Ecommerce suggests that businesses create quick and simple surveys to get more information on specific aspects of customer service so they can continually improve.