• Tweet

• Tweet

Ever wish you could snap your fingers and build an army of loyal customers?

While it might not be that easy, there are several quick ways to improve the customer service from your ecommerce site. From simple site adjustments to going the extra mile, check out today’s video to learn how you can make ecommerce and customer service go together like peas and carrots.

Happy selling!
-Matt Winn, Social Media Manager, Volusion

Five Ways to WOW Online Shoppers with Customer Service

Hi everybody! My name is Matt and I’m the Social Media Manager here at Volusion. Welcome to Two Minute Tuesdays, where we give you two minutes of ecommerce advice to bolster your online success.

Lately we’ve been talking about how to optimize and measure your website, but one thing we haven’t touched on that makes a huge difference is the customer service through your ecommerce site. Pay close attention today because I’m going to give you five ways to easily wow your customers, and more importantly, have them come back to buy more.

First, show off your support options. If you have Volusion live chat software, make sure you have the corresponding icon within your template. If you have a phone number, let customers know what that number is, and be sure to prominently display your email address on your site. In sum, letting customers know their contact options if a question arises instills a sense of confidence, reminding them that there’s someone behind the computer screen.

Second, offer real-time support if you can. Again, make sure you use the live chat software that we have. If you field questions via phone, make sure you’re manning the lines for the hours you have listed. You can also use social media to provide real-time support for customers. Facebook and Twitter are great ways to provide real-time support and even better, other people can see your excellent support in these public channels.

Third, promptly reply to emails. All you have to do is reply to emails quickly. Don’t let them sit in your inbox. Enough said.

Fourth, create an FAQs page. In the previous three tips, we’ve talked more along the lines of responsive support, where someone has a question and you answer it. With FAQs, however, you can proactively provide information. To get started, take the most common questions you receive in your CRM or general emails and create a page that lists out different answers to these questions. This information will help to deflect a lot of customer support inquiries for you.

Last, but not least, show some love. Whenever you truly connect with a customer, you provide them with a great experience. So, for example, include a hand written thank you note in the package whenever you send it to them. Or you can also send customers a personalized thank you email, or even a gift card or certificate, giving them a discount to make them feel special.

Whatever the case, to provide a great customer experience on an ecommerce site, you have to make sure that you have that personal touch so your customers connect with, and more importantly, love you.

I hope this was helpful in getting your customer service up and at ‘em. If you have any questions, we’re always happy to help.

From me to you, happy selling!