Online shoppers can share their reviews about their purchases using different social media platforms. With a single tweet or status update, their shopping experience can be known by thousands of people in an instant. Hence, one unfavorable post from a dissatisfied buyer can potentially ruin a brand.
Since customer satisfaction helps create a good business reputation, providing the best service possible and maintaining great customer relationships are crucial. As an entrepreneur, this should be at the center of your e-commerce strategy.
Keep in mind that in the e-commerce industry, sales generation largely depends on a good business reputation, which happens through great customer service. To deliver this, you might have to adopt a multi-channel strategy.
Are your customers on Facebook or Instagram? Or do they prefer Live Chat? How about email and phone calls?
Come up with a multi-channel strategy, so you can be where your customers need you to be. The goal is to take the service directly to them – they need not come and ask for it. Make it easier for them by being available and responsive.
In developing your strategy, remember to include mobile payment options for your cell phone savvy customers. Some sites don’t have this arrangement, and this is a surefire way to miss out on profits.
Incorporate alternatives in your business approach and watch your e-commerce customer service drive more sales.
The following infographic presents the steps in creating a solid e-commerce customer service strategy and key facts and statistics about the benefits of providing a satisfying online shopping experience.
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