The Ecommerce Business Guide to Offering Top Customer Service


Running an ecommerce business is never easy. There are so many things that you have to get right. It’s important not to forget about customer service. Just because you are not interacting with customers in a face to face kind of way, that doesn’t mean you don’t need to think about customer service issues. The guide below will help you to ensure you always offer the very best customer service.

Stay in Contact Post-Order

When someone has placed an order on your website, this is not where your activity ends. It’s when it starts. Yes, when you have their money, and they’ve made an order, it might seem like it’s mission accomplished. But that’s the wrong kind of attitude to take. You need to stay in contact with these customers post-purchase. When you do that, you can be sure that they know what’s happening with their order, when it was dispatched and when they can expect to receive. People want to know these things, and making sure they do is a big part of offering good customer service.

Provide a FAQs Page to Help Out Visitors

You want to offer answers and help to the people who visit your website. But at the same time, you don’t want to have to deal with a million different customer interactions and questions each day. It can all get a bit much, and customers don’t want to have to contact you when they can’t find the answer to a question either. So, it makes sense to produce a FAQs page that offers answers and help to the problems or questions people often have when visiting your company’s website. These are so easy to set up, and they really do make a difference to the customer experience.

Don’t Let Traffic (or Anything Else) Slow Down Your Website

If you have a lot of traffic flowing towards your website, you probably see this as a positive thing, and it is. But there are drawbacks that come with having to deal with a lot of traffic on your website. It can slow down the entire site, and the problem with that is it weakens the customer experience that your visitors and customers get. You can’t let this or anything else slow down your website if you want to offer a good service to your customers. The WhyQ SMS Queue Management System might help you manage traffic better. And consider upgrading your hosting service too.

Give Customers Someone Human to Talk To

When your customers have a problem, they want to be able to talk to someone about it. Rather than offering dead-ends in the form of recorded messages or automated emails, you should give them what they want. Provide a phone number that unhappy customers can call. It should be clearly displayed on your website’s contact page. They should then be quickly connected to someone with whom they can discuss their problem and find a quick solution. When that happens, you should be able to keep hold of those customers rather than lose them unnecessarily.


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