Is your customer service generating sales for you? If not, join the webinar!
June 27, 2022 | Posted by: Naveen M
Table Of Contents:
Ecommerce continues to be one of the fastest-growing industries in the world today. The global e-commerce market is expected to hit an astonishing $27 trillion by 2021, as businesses continue to invest heavily in websites and mobile app development.
If you are looking for ways to take your eCommerce business to the next level, you should not only focus on sales and marketing but also on customer service too. In this article, we will dive into some of the most important things that you should do to deliver positive customer service experiences that increases sales, conversions, and revenue.
Importance of positive customer service experience
If companies want to retain their customers and build a positive brand, they need to provide excellent customer support. According to a study, retailers that provide excellent customer service experience a 15% increase in conversion rates. This means that customer support is one of the best ways to grow your eCommerce business.
Amazon grew its customer base by 10x just by offering immediate and highly satisfying customer support
You can set up a live chat, implement a knowledge base, and create an FAQ page on your website to help your customers. Another important thing you can do is to make it easy for customers to contact you. You can include your contact details in your website footer, on your business cards, and on your product packaging to offer faster support. However, in many businesses, the customer support system doesn’t exist that way.
How current customer support system exists
Every ecommerce company aspires to deliver a faster and superior customer service experience. However, it is not an easy task.
Many of them operate their customer support team with limited members and budget and it is difficult to answer every customer question on time!
Therefore, the 5 major problems faced by companies in customer service are:
1. Managing multiple communication channels
2. Investing in multiple technologies
3. Hiring and training agents
4. Making customers wait for a long time
5. Not seeing positive customer feedback and ratings
Hence, the current customer support system exists mostly in the form of:
How to improve conversion rates through customer support
Ecommerce is one of the most dynamic industries in the world. The best way to grow your business is to find conversion opportunities in every aspect of your business. One of the key areas would be providing excellent service and converting customer support into a profit center.
For every purchase worth $100, e-commerce companies spend 5-10% of it on customer support
To make customer support costs sustainable, companies should either reduce cost-per-interaction or make more sales. But, if they work smartly, they can generate sales directly from customer support.
But how to do it right? Get the answer in our webinar – “How to turn customer support from cost center to “revenue center”
In this webinar, top customer service and support (CSS) leaders discuss how e-commerce companies can bring new/additional orders via their customer support centers and generate direct sales and revenue without additional investments.
Key discussion points:
The webinar will be useful for e-commerce store owners, customer support managers, customer service executives, and sales teams.
Conclusion
Building a high-converting eCommerce strategy is the first step to growing your online business. To do so, you need to understand how customers are interacting with your brand at every touch point and how well you are solving their problems.
Today, customer service helps you succeed in multiple ways and the best way to start is to understand your strengths and weaknesses and build a rewarding customer relationship.
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