Ecommerce: Customer Service Blunders to Avoid
Online shopping has become increasingly popular with many consumers all over the world. If you are running an online shop, there are probably several other stores out there selling similar products and services. One of the best ways of standing out from the competition is by offering exceptional customer service.
Here are some of the customer service mistakes you need to avoid at all costs:
- Hiring the wrong people
When it comes to customer service, recruiting the right people is very crucial. One of the first qualities you need to look out for is communication skills. Hire people that speak fluently and pronounce words correctly. In addition, they should be able to communicate effectively in writing. Customer service staff should also have a basic understanding of technology such as email and social media. The good news is that there are several employment platforms such as Workfast that can help you find skilled workers easily.
- Hidden ‘contact’ information
Your ecommerce site should have a ‘contact’ button that is clearly displayed on all the pages. Preferably, it should appear ‘above the fold’ where visitors can see it without having to scroll down. This will make it easy for customers to reach you in case they have any concerns or questions. If your ‘contact’ button is hidden or invisible, visitors will get frustrated and go elsewhere. As a result, you might end up losing many potential sales.
- Long response times
When customers contact you with their concerns or questions, they expect a quick response. If you take too long to respond to their messages or answer their calls, they will be left with a negative impression of your business. In addition, you are likely to lose them to the competition. According to research, about 88% of customers are less likely do business with a company when they feel ignored on social media. It would therefore be advisable to respond to customer inquiries as fast as possible, preferably within 24 hours. As your business grows, you could consider offering round the clock customer service.
- No live chat feature
The live chat feature makes it possible for customers to contact customer service staff easily and quickly. This is especially important when a customer is just about to make a purchasing decision. If your site does not have a live chat button, some of your visitors that need a quick answer are likely to seek other options elsewhere. Therefore, to boost your conversions, make sure your site has the live chat function.
- Treating staff poorly
When customer service staff are satisfied with their jobs, they are more likely to perform better. The contrary is also true. Some of the ways of improving employee satisfaction is by creating a conducive working environment, investing time in training and paying a competitive salary. Make sure all the employees understand their job descriptions and the metrics that will be used to measure their performance. Don’t forget to give rewards frequently to employees who perform exceptionally well.