Building Up The Best eCommerce Customer Service

Customer Defection
Customer Defection happens when you lose your potential customers. In today's market where there is a lot of competition in every business, it becomes very easy for customers to switch their brand in case of bad customer service.  This not only leads to a decrease in sales but you also lose the word-of-mouth marketing which is only provided by satisfied & happy customers. And unfortunately, unsatisfied customers often have a message that is way far-reaching than that of the satisfied ones.

No New Customers
With the decrease in word-of-mouth marketing, joined by the negative reviews showing around the websites and social media platforms, ultimately results in the loss of new customers.

Starting from the website to the business's social media pages, a dissatisfied customer will leave negative feedback/reviews on every platform possible. Due to this, when a new potential consumer visits the website or social media profiles, he would think twice before doing business with you due to the negative influence.

Before buying services from a new business, customers tend to check up-on the reviews and feedback from the people as well as from social networking websites. And so if your business is not providing good customer services, you are ruining your business growth by giving your competitors a chance to attract new customers.

Employee Retention Becomes Hard
Providing bad customer services not only affects your customers but it has an impact on your employees too. Employees are the first ones to know when the clients or customers are unsatisfied with the business. And we all know that dealing with unsatisfied customers is the hardest thing to do. This makes the working environment stressful for them and hence they start looking for better opportunities elsewhere. This results in losing many best employees and hence increasing the budget needed to recruit, hire and train new employees.

The only solution to avoid these cases is by staying in touch with your customers. You should be available everywhere where your potential customers tend to be active. From social media platforms to inquiry forms and WhatsApp, your customers should have a medium to contact you without any barriers.

Having a seamless interaction with your customers is one of the best ways of knowing your customer's needs and issues. This means that your customers should be able to address their inquiries or problems to you in a short & simple process.

Let’s take an example of a widely used eCommerce platform, Magento. Magento is capable to enhance it’s ability with the use of extensions.

For reference, consider the Product Inquiry Magento 2 Extension.
This extension provides a one-click Magento Inquiry form that allows guest users to submit product inquiries. This extension also allows businesses to can track past inquires and filter them accordingly.

Clearly, the extension provides a medium to connect directly to the customer support team from the product description page.

Another way of maintaining interaction with customers is by providing real-time communication on popular chat apps. With this, the customer can instantly get in direct contact with the businesses. Along with that, businesses can provide customized responses and hence, increasing the trust factor in customers.

Here, let’s consider WhatsApp Contact Magento 2 Extension.

WhatsApp is a very popular chat app having an estimated 68 million users alone in the United States (as per the report of statista). This WhatsApp Extension not only allows your Magento store visitors to communicate via WhatsApp but it is also easy for businesses to enable and disable this extension.

By allowing your consumers to access your customer services from numerous platforms, you are making it easy for them to rely on your services. This makes your customers feel that you care about them and hence developing a long-term relationship.

Here are a few more reasons why ecommerce customer service is so important.

It Sets You Apart From Your Competitors
What makes you different from your competitors? Apart from a slight variation in products and services, customer service is what can help you set your business apart from the competitors. By analyzing the customer services provided by your competitors, you can find and fill up the loopholes and come up with better customer service, creating a uniqueness about your business.

Customer Retention
Maintaining your potential customers is way less expensive than getting new ones. Customer retention not only helps your business with repeated sales but it also creates a personal connection with your potential customers which helps in building up your brand reputation.