Do you know that 70% of consumers say they choose to support a company that delivers great customer service?
Takeaway?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
Offer ValueIf 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 LoyaltyCustomer 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 ReferralsWhen 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 serviceDue 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.
Constant CommunicationIn 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 ComplaintsResearch 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 MagentoSome 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 ExperienceMagento 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
- Excellent customer support
- Robust analytics and reporting
- Manage customer accounts and service needs
- Multiple payment facilities
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