If you already run an ecommerce store, I’m pretty sure you have realized by now how tough it is. It’s not because running an online store is something hard to manage, in fact, the real reason behind the rise in challenges to capture more business is, an increase in the level of competition.
However, one business aspect that sets you apart from the lot and helps you take the lead is your quality of customer support. Although, you can’t expect to use the traditional methods of providing customer support which involved face-to-face interactions. It’s time to adopt virtual strategies!
If you maintain friendly interactions in the form of live chats, emails, or even phone calls, then you can expect your potential prospects to return to you every time they need to purchase a product available at your store. On the other hand, if you are an online B2B marketplace, then customer support is crucial in generating quality leads. If you believe that there is room for improvement in your customer service plan, take a look at some of the key strategies you can add and increase the quality of your support with.
Knowledge Bases and FAQs
A knowledge base or an FAQ page can prove to be beneficial for your business. It’s actually a faster way for customers to get an answer for their general and common questions. No one likes to wait, and there are times people have to wait for quite a while in a queue for their turn to chat with a representative or connect a call with an agent. A knowledge base is a 24/7 active support page that can be accessed instantly.
Knowledge bases are filled with useful and informative content that consumers can use for guidance purposes. It can include tutorial videos, how-to articles, and FAQs to solve all major problems. Many customers prefer finding out answers to questions themselves and don’t like taking help from agents. These types of personals love the sight of a well-equipped knowledge base.
Knowledge bases are highly useful for customer service staff members as well. These agents can use this information to guide customers and answer questions. It’s pretty hard to crumple all the information in your head; so agents consider this informative page as a last resort.
Above all, search engines love informative content. Therefore, you can even use this page to progress in your SEO marketing strategy and get ranked on major keywords to generate more traffic.
Social Media Support
Many top brands have started using social media networks to engage customers and support them. Millions of people use Facebook on a daily basis, so how can you expect not to be active at such a place? Just by setting up a page and posting a quote on a regular basis won’t pull the trick here. You have to use this social network as a channel for communication and support. You can use the Facebook chat, comments and customer reviews to engage with potential prospects.
However, in order to use this strategy, you need to divert your traffic to your social networks. Increase your followers by sharing more posts and running paid ads that promote your profile. In addition, you can add a share button on every page of your website which will reflect to the customer that you have an active social media profile as well. However, you need to monitor all your followers and respond to every comment or message you receive regardless whether it’s a good or bad one.
Yes, it’s true that you can direct customers from social networks to other customer service channels like email, FAQs, and call option available on the site. However, if you appoint an agent solely to look after such customers who appear on social channels, you can solve their queries directly. This process will save you and your customer a lot of time.
Live Chat and Voice Mail Support
You never know when one of your potential prospects will land on your site and have many questions to ask you. Therefore, to meet their expectations, you need to focus on providing them round the clock support. A 24/7 live chat or a call center are the best options so far. Live chats and phone support can also benefit your business in getting orders. You can also ask your representatives to take orders while communicating with prospects. You can convert product based questions into sales within minutes.
However, we are aware that some small and medium-sized businesses can’t afford to run 24/7 support networks. An excellent alternative to these strategies is voicemail support. You can run this service after your chat and phone support hours end. You also need to make sure that these voicemails are resolved at priority on the next business day.
If you fail to consider these voicemails, consumers may lose trust in your service and business. Voicemails can also enhance your consumer data as you’ll get more email ids every time someone sends you a message. You can use this list anytime in the future to market your seasonal sales or launching of a new product.
In addition, you need to be very clear with your hours of live support. Always mention wherever reasonable that consumers can feel free to contact you on a specific range of time and days. Otherwise, they can always refer to the voicemail support to get their problem solved ASAP!
Wrap Up
Customer support has become essential in today’s world. Ecommerce businesses have to invest a substantial amount in this department to derive results and enhance consumer trust. The good thing is that you can utilize various strategies for this process. From creating a well-equipped high-quality knowledge base to running a 24/7 chat or call feature, all these, methods can help you edge past your competitors and generate potential leads.
If your business is still using traditional customer support strategies, it’s high time you switch to digital solutions that are considered faster and reliable. Start off with any digital approach mentioned above and experience the difference it makes in engaging potential customers better.