- eCommerce

Effective Customer Service for Your eCommerce Site

Customer service is becoming increasingly crucial for companies to stay competitive. In fact, 89 percent of businesses expect to compete mainly on the strength of their customer service by 2016. By 2017, 50 percent of consumer product investments will be reallocated to developing customer service innovations, and by 2019, two-thirds of companies aim to lead their industries in delivering customer service experience. In this service-oriented market, e-commerce businesses will find it imperative to improve their customer service in order to stay competitive. Here are four ways to develop effective customer service in order to stay on top.

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Use a Cloud Contact Solution

The number of users accessing the internet exclusively through mobile devices will grow at 25 percent a year between 2015 and 2020, International Data Corporation projects. Meanwhile, the number of workers who have telecommuted climbed to 37 percent in 2015. Together these trends indicate that both consumers and employees are increasingly mobile, making it mandatory for competitive companies to deliver customer service solutions that enable mobile service representatives to connect with mobile customers. The best option for meeting this mobile imperative is a cloud contact center solution. A cloud solution enables your service representatives to work from anywhere while serving customers in any location. This ability to deploy remote workers can be particularly important to an e-commerce company that lacks office space for an on-site customer call center. Cloud contact centers also confer other benefits, such as lower costs and the ability to integrate customer service processes with other cloud-based tools such as live chat.

Provide Omnichannel Support

The urgency to service mobile customers prompts a related customer service imperative: the need to meet the demand for omnichannel support. While many customer service tickets involve mobile communication, customers also continue to use other channels such as email, and often a customer moves from one channel to another in the process of resolving an issue. In fact, 95 percent of customers use more than one channel to communicate with businesses, according to a ContactBabel report. Companies that provide strong omnichannel support retain 89 percent of their customers, compared to 33 percent for companies with weak omnichannel support, an Aberdeen Group study found.

Offer Self-Service Options

Self-service has become the preferred method for customers to receive support. Use of web-based and mobile-based self-service increased from 67 percent of customers in 2012 to 76 percent in 2014, a Forrester survey found. The survey also found that use of other self-service channels such as online forums, virtual agents, and speech self-service also increased. E-commerce companies that provide self-service options can expect to enjoy greater customer satisfaction. One of the easiest ways to implement self-service capability is to add an online knowledge database which customers can search for answers to frequently asked questions.

Provide Live Chat Support

Forrester’s survey also found that live chat support is on the rise, increasing from 38 percent of consumers in 2009 to 65 percent in 2015. Live chat is especially popular among younger consumers, with 56 percent aged 18 to 34 preferring live chat, compared to 27 percent for those aged 35 and over. Offering live chat support can help your e-commerce site keep your customer satisfaction high and keep your business thriving.

Effective Customer Service for Your eCommerce Site

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