Running a successful e-commerce business involves a lot more than just stocking your shelves with products and hoping customers come. One of the areas you need to pay special attention to is customer service. It can literally make or break your business.
Unfortunately, customer service for e-commerce is not always easy. It requires you to see your customer’s perspectives, understand their needs, and provide suitable solutions. And there are risks at every turn! To help you get on the right track, let me give you a rundown of some common mistakes made in eCommerce customer service—so you don’t have to make them too!
Not Responding Quickly Enough
No one likes to wait. And when customers reach out to you with a question or problem, they’re looking for a fast response—and rightfully so. Your customers don’t want to be put in the dark about what’s happening, and long response times can lead to frustrated and angry customers who shop elsewhere.
It’s essential that your customer service team is trained on how to respond promptly and effectively. Aim to respond with helpful answers within 15 minutes or less via chat or messenger, and then follow up promptly after that. Set up an automated system that will notify you when customers send inquiries. That way, you can answer their questions quickly and keep them informed every step of the way.
It’s important to remember that failing to respond quickly enough can lead to lost sales and dissatisfied customers who take their business elsewhere—so make sure your customer service team is ready to help as soon as possible!
Not Understanding the Customer’s Needs
It’s easy to think that customers just have one common goal: to buy something from you. But in reality, they have a broad range of needs—and it’s your job to meet them.
For example, in addition to wanting a product or service, customers may need reassurance that their purchase is safe, that the seller can be trusted, and that the item will last. They might also need immediate help with setup, maybe even after-sale care or live troubleshooting.
That’s why it’s important to understand what each customer needs before selling them something. Pay attention to each customer’s unique journey and their expectations for support so you can anticipate their requirements and provide appropriate help.
You should also consider how quickly your customer service team responds—it’s no secret that fast response times will boost customer satisfaction and loyalty in the long term. If you strive to bring these elements together, you’ll be well on your way to getting those excellent reviews from happy customers! Get your FREE Strategy call here.
Ignoring Customer Feedback
One of the most common mistakes in e-commerce customer service is ignoring customer feedback. That’s right—not taking it into account and not responding to customers when they comment on your products or services.
When you don’t take customer feedback seriously, you show customers that you don’t care about them or their concerns—and that’s bad for business. Here are a few tips to make sure you are taking advantage of every opportunity to respond to feedback:
- Utilize customer surveys. Let customers know that their opinions matter by having them fill out surveys and leave reviews.
- Use social media monitoring tools. Many tools allow you to monitor what people are saying about your brand on social media, so you can respond quickly and build relationships with your customers.
- Create an online FAQs page. Customers can easily find answers to questions on their own, so make sure there is an up-to-date list of frequently asked questions available on your website or blog.
Taking the time to respond to customer feedback is essential for providing great e-commerce customer service—so don’t make the mistake of ignoring it! Responding quickly, sincerely, and accurately will keep customers happy and help build a better relationship with them in the long run.
Lacking Empathy and Compassion
When dealing with customers, it’s important to show empathy and understanding- we nailed this one! Customers have feelings that should be respected, even if you may not agree with their opinion or point of view. Lack of empathy can lead to customer dissatisfaction, as well as resentment and a negative brand reputation.
It’s essential that your customer service team take the time to listen thoughtfully and respond with compassion. Instead of using automated messages, being proactive and writing personalized responses is key in ensuring customers feel respected. We recommend:
- Respecting their privacy
- Showing appreciation for their patience
- Practicing active listening
- Offering alternative solutions if the proposed one doesn’t meet their expectations
- Acknowledging that the customer is frustrated, so they don’t feel unheard
- Thanking them for bringing the issue to your attention
- Making sure they know you are committed to finding a solution with them
- Keeping professionalism, even in difficult situations
By taking all these things into consideration, you can help ensure your customers will remain loyal to you and be more willing to work with you on any issues that arise in the future! Get your 7-day FREE trial now.
Having Poor Knowledge of Products and Services
When you’re dealing with e-commerce customer service, it’s important to have a good knowledge of the products and services that you’re offering. Too often, customer service representatives don’t know all the details of what they are selling, leading to confusion and frustration from customers.
Having a good understanding of your products and services will help your customers come away feeling satisfied. Here are some tips for making sure you have a strong knowledge base:
Read through Product Descriptions
Before taking on customer service inquiries or complaints, take time to read through product descriptions in detail. This way, you’ll be prepared if customers ask questions or get into conversations about specific features.
Study Product Manuals
If applicable, review any product manuals that accompany the product. Take notes on technical information and jot down any questions that arise so you can double-check with your company’s tech support staff if need be.
Don’t be afraid to ask questions if there is something you don’t understand about a product or service. Knowledge is power, so make sure everyone on the team has access to the resources and information they need in order to best serve customers.
Not Following Up & Staying Connected
When it comes to providing great customer service, follow-up is key. But too often e-commerce store owners think that once they’ve responded to an issue, the conversation is done. This couldn’t be further from the truth.
Following up and staying connected with customers is what sets your customer service apart from the rest. Here are a couple of ways you can stay connected with your customers:
1. Check-in post-purchase
The time right after a customer makes a purchase is one of the best times to make sure they had a good experience. Reaching out with a check-in message shows customers that you care and it’s a great opportunity to build relationships and upsell.
2. Keep customers in the loop
If there’s an issue or delay with an order, keep your customers updated as much as possible Sooner or later, something unexpected is going to happen. But if you keep customers updated along the way—even if it’s bad news—they will appreciate it and be more likely to remain loyal in the future.
Providing excellent customer service starts with making sure you don’t make these common e-commerce customer service mistakes — but following up and staying connected is what will set your business apart from the rest.
Offering quality customer service is essential to the success of any e-commerce store. As customers become more demanding, you have to stay ahead of the curve, paying close attention to mistakes made and learning from them so you can better serve your clients.
Walking the line between providing excellent customer service and avoiding common mistakes can be tricky, but with the right strategies and tools in place, your e-commerce business will be able to provide top-notch customer service. From leveraging automation to creating a customer service culture, there are many ways to ensure your customer service is a success.
At the end of the day, the key to providing great e-commerce customer service is to remember that your customers are the most important part of your business. Put their needs first and make sure your business is setting up the systems and processes for success – and you’re sure to build a winning relationship with your customers. Get your 7-day FREE trial now.