To achieve good growth in your e-commerce, your customer service must be the best you can give since that depends on whether they decide to buy, whether they decide to recommend you, and whether they choose to become loyal to you.
As many say, you learn from mistakes and that is why we are going to tell you here what the most common mistakes in e-commerce service are.
Take a long time to respond
Part of having good customer service is being quick to answer your questions. Many times they want to be served quickly to make a decision or because they know they will be busy later.
A survey determines that 33% of the clients interviewed consider that their second most frustrating scenario is being on hold.
So that you can have an optimal response system, we recommend the following:
- Have a sufficient number of advisors who can cover all the queries you receive.
- Identify the hours of the day when you receive the most customers.
- Have automatic responses or quick responses ready in your communication channels
- Integrates the communication of the Marketing team and the sales team so that internal doubts are resolved quickly.
- Use tools that allow you to connect your different communication channels.
Customer reviews and feedback can significantly influence purchase decisions. Ignoring or mishandling reviews can harm your reputation and deter potential customers.
Ask customers to repeat information they already said
According to a study, the most frustrating first scenario reported by 30% of respondents is having to repeat what they’ve already said. It is considered a total sin to ask customers to tell you their requirements again.
You should avoid falling into this e-commerce service mistake, it is recommended that the advisors who are in charge of the service take note of what the client is telling them.
It would also be ideal for advisors to have access to the entire chat history so that they have a better understanding of the case presented by the client.
Good customer service is vital for building trust and encouraging repeat business. Neglecting customer service can harm your reputation and lead to negative word-of-mouth.
Search Engine Optimization (SEO) is crucial for driving organic traffic to your website. Ignoring SEO marketing can make it difficult for potential customers to find your online store through search engines.
Using technical or formal language frequently
Addressing the client respectfully does not necessarily consist of becoming very formal people or appearing like a robot only sending quick responses. This can make the relationship very cold and distant.
You also have to be careful not to use technical language often, since the client might not understand you, making communication difficult.
To avoid making this mistake, follow these tips:
- Do not abuse automatic responses
- Call the customer by name and thus build greater trust
- Make clear and precise answers
- Use technical words only when necessary
Ignoring email marketing
Email marketing can be a powerful tool for driving repeat business and building customer loyalty. Neglecting email marketing means missing out on opportunities to nurture relationships with customers.
Failing to track and analyze data
Without proper data tracking and analysis, you won’t know which marketing efforts are successful and which ones need improvement. Use analytics tools to measure the effectiveness of your marketing campaigns.
In conclusion, many customers are encouraged to take a product or service based on the attention received. According to a survey, a good user experience can outweigh some promotional prices.
At Digital Specialist, we can help you create your online store and thus receive multiple benefits. Contact us and start developing your online store business.