Online sales are more relevant now than ever. Each year, eCommerce sales grow by leaps and bounds. However one of the main reasons people continue to shop at brick-and-mortar locations is for the exceptional level of customer service that many eCommerce websites cannot compete with.
While shopping online is the ultimate convenience, many people appreciate the fact that they get to touch and experience the products first-hand in brick-and-mortar stores. Perhaps even more important is the fact that they can settle disputes, get answers to important questions, and receive real, live human interaction.
We want to see eCommerce sites offer the same level of customer service that brick-and-mortars do, because their customers expect it. Here are 5 simple ways to make your eCommerce website more customer-centric:
1. Utilize social media to interact with your customers and provide excellent customer service.
Did you know people are 88% less likely to support companies who do not answer customer complaints/questions on social media? We cannot emphasize enough how essential it is to listen to your customers on social media platforms, such as Facebook or Twitter. Think of eCommerce websites as a dry piece of software. They show lots and lots of products but they lack a human quality. Social media shows the people and the personality behind the software. Make sure your business’s social media accounts support and engage your customers.
2. Create a support center for your website.
A support center is an extremely useful tool for your eCommerce website, as it enables customers to find answers for themselves. A support center can be extremely detailed, linking to pages and pages of information. You can categorize your support center by topic and include an FAQ page to clarify common questions. A support center shows that your customer’s concerns are a priority to your business – and it saves your staff time as you’ll get less phone calls and emails. Support centers are an eCommerce win-win.
3. Include a live chat feature on your website.
Savvy businesses are utilizing live chat for the benefit of their customers. The option to use live chat pops up on the customer’s screen while they’re using your site. If the customer has a question regarding your products or policies, they can chat with a representative in real-time. Not only is live chat convenient for customers, but it actually lowers interaction and phone costs for businesses. A representative can interact with multiple customers at once, saving time and money.
4. Provide detailed product descriptions and multi-view pictures.
Detailed product descriptions are essential to generating profits. Your customers will never be able to see, touch, and try your products in real life, but the online experience you create can help them come pretty close. Describe the material, dimensions, product care, feel, shipping, and return policy. And NEVER list products that are out of stock.
Also include multiple pictures for each of your products. Whenever possible, show all the color offerings for each of your products. Consider adding 360-degree images that allow your customers to see your products from every angle.
5. Structure your website intuitively.
Don’t make your customers dig for answers. Ever. Ensure that your website is well organized and easy to navigate. Lead your customers to the answers they seek through an intelligent site structure using silo navigation. Make sure all your information is current. Lastly, have your phone hours and other contact information listed in an obvious place.
As the eCommerce industry continues to grow, customer service will become more expected and more rewarded than ever. These 5 simple recommendations can help establish more revenue and more trust in your brand.
What’s your plan of action for developing a customer-centric eCommerce website?