Do you know that 70% of consumers say they choose to support a company that delivers great customer service?
The success and prosperity of your eCommerce business depends on how well you build a positive experience for the customers. You can neither afford the fact that your customers compare your products with other eCommerce competitors, nor see them leaving your brand for other options.
Understand this; stellar customer service is the key to retain your existing customer base. That’s why your eCommerce business needs to maintain the principles of excellent customer service. Doing so allows you to:
- Cultivate brand loyalty
- Cover the cost of acquiring new customers
Besides this, there are other reasons why providing good customer service is important for your business. Let’s take a look at them below.
If you know how to provide quality customer service, you not only get to engage your customers but also build long-lasting relationships that eventually offer immense value to your business. The approach to great customer service includes prioritizing customer needs, treating them well, and exceeding their expectations.
Good Customer Service Translates to Customer Loyalty
Customer loyalty is deep-rooted in trust. And, excellent customer service helps you build that trust and life-long relationships with your customers. So, when a customer has a positive experience with your company/brand/website, there’s no reason for them to look anywhere else.
Advantage of Referrals
When the customers are happy and satisfied with the experience, they’re more likely to indulge in word-of-mouth publicity within their networks. In fact, research shows that more than 75% of customers are likely to share their positive brand experiences with their family and friends.
How To Provide Quality Customer Service?
Every customer visiting your eCommerce platform is unique. That’s why creating a satisfying experience for all can be a challenge. However, there are several ways to help your eCommerce business to ensure 100% customer satisfaction.
With the tips below, you can provide excellent customer service to your eCommerce website visitors
Quick and prompt service
Due to their busy schedules and hectic lifestyles, customers today expect quick and prompt service. It is, therefore, imperative for businesses to streamline processes, prioritize quality, and ensure timely and efficient service standards.
In today’s world, it is incredibly important to interact with your customers regularly. Open and honest communication allows you to build a certain level of trust with them, which goes a long way in building lasting relationships and better satisfaction levels.
The need is to open various channels for communication such as live chats, social media interactions, etc. for understanding customer needs. Seek feedback from time to time, and be honest about your offerings to manage their expectations well. These strategies could be used to avoid any negative situations before they occur.
Listen to Their Complaints
Research indicates that more than 90% of dissatisfied customers don’t complain, but at the same time, never come back to do business with a company ever again. Hear, understand and work on your customers’ pain points to let them know how valuable they are to your brand. You can send an email or a simple feedback form to your customers. They can share their experiences with your product or service. This can be utilized as a chance to speak, share or complain, whatever may be the case. Also, make sure to acknowledge their feedback.
Besides acknowledging their feedback, there are a few more strategies to help you build a delightful experience for your customers:
- Treating your customers with respect
- Taking prompt action on promises made to them
- Exceeding customer expectations
- Going out of the way to help your customer whenever required
Where Does Magento Fit Into All This?
Rapid technological advancement requires every business (irrespective of its size!) to have an online presence. Be it plug-ins, modules, or other eCommerce features, companies today need a platform that allows them to offer responsive online sales and ensures 100% customer satisfaction at the same time.
Magento is one such, widely used eCommerce content management system (CMS) that can be used by businesses to sell their products online. This feature-rich, open source eCommerce solution helps the e-retailers and merchants with various aspects of the business including design, content, and overall functionality of their website.
What’s the Objective of Magento?
The main aim of Magento is to provide features dedicated to facilitate eCommerce functions better and achieve greater customer satisfaction.
One of the primary advantages of Magento is that it supports a wide range of eCommerce sites and also caters to the demands and expectations of the customers. It helps the merchandisers create a customized website along with a host of content management tools.
Features of Magento
Some of the popular features of Magento include:
- Excellent web services that allow seamless integration of Magento and any third-party application. An excellent example of this is a live chat for Magento that businesses can use to their advantage
- Magento E-commerce suite for comprehensive web management solutions
- The option of custom website designing and styling
How Magento Can Help to Enhance Customer Service Experience
Magento provides website owners with an excellent platform to function systematically, thus allowing them to enhance the overall customer service experience (discussed in the next section). Another advantage of using Magento-based websites is the security and convenience they offer to the customers. Magento is one of the top rated CMS platforms of the world as it is equipped with an extremely secure platform using a private SSL certificate.
Here are some of the ways Magento can help you improve your customer relations:
- Seamless order management
Magento-based websites allow your customers to manage their online orders without any hassle. They can re-order, easily print invoices, get a notification as well as get RSS feed of all the new orders.
Additionally, Magento is also equipped to create customized offers and discounts on the basis of shopping patterns and other preferences of customers.
- Excellent customer support
You can now expand your reach to customers and offer them quick and easy support if you integrate live chat to Magento. Furthermore, Magento is compatible with multiple languages and currencies. This allows customizable solutions on the basis of local demand and availability.
- Robust analytics and reporting
Business analytics and reporting play a pivotal role in managing customer expectations. To this end, Magento offers detailed insights into the customer’s preferences and needs by integrating tools such as website optimizer and Google Analytics. Magento’s robust reporting gives valuable data on various customer-centric parameters. These include most viewed products, total sales, the total number of orders taken in a day, and much more.
The built-in reporting feature of Magento allows the website administrators to engage, monitor, and analyze customer trends and provide appropriate solutions.
- Manage customer accounts and service needs
In this digital era, customer satisfaction is largely a function of how quickly and conveniently solutions are available to them. Magento, with its suite of eCommerce features, lets the customers browse and have a hassle-free shopping experience. It not only lets your consumers check order status, track them, but also gives an option of saving items to a wish list. They can also share it with their friends and family. Additionally, customers get to view their complete order history or any updates on change in order for an effortless product browsing experience.
One of the benefits of using Magento is that it helps customers see multiple images per product. Along with that, they also get to read product reviews, zoom the images for better viewing, create a wishlist, check stock availability, and share it with their acquaintances.
- Multiple payment facilities
Magento is capable of integrating with multiple payment gateways including Visa / Master cards, internet banking, Google Pay, PayPal, Amazon, etc., store credits etc that help your business offer quality support to your customers when it comes to payments.
High-Quality Customer Service is The Key to Win Customers
As a digital marketer or a businessman, understanding the importance of great customer service is crucial for the success of your brand! In today’s competitive business environment, providing great customer service is no more a choice but a necessity.
In fact, nothing is as important as keeping your customers happy and satisfied, and the only way to do this is by providing excellent customer care service.
With Magento as your partner, you can offer excellent value and maximum satisfaction to your customers, which eventually reflects your brands’ values.