It doesn’t take an eCommerce rocket science sales assistant to know that customer service is essential to get right and do well. If you haven’t stopped to think lately about the service offered by your Magento store, now is the moment. Here are some points to consider.
First of all, are you displaying adequate contact details on your eCommerce site? It’s a mistake not to make it really easy for your customers to contact you in a variety of ways. However snazzy your automated information service, there will still be shoppers who prefer to speak on the phone, to provide a number that will actually get answered.
Not answering your calls and not responding to emails is another mistake. You might think it’s fine to expect someone to wait a few days while you take your time about getting back to them, but remember, other eCommerce businesses are out there offering really good customer service. They’ll be happy to pick up the business from you while you’re on your coffee break.
Here’s another mistake that eCommerce stores often make: putting someone on the helpline who can’t actually take any meaningful action. There’s nothing more frustrating for an online customer than to find the operator they finally get through to is someone who’s unable to do anything helpful for them. Excuses like computers going down, information not being available, or passing the customer through endless strings of colleagues in other departments… it’s the perfect recipe for making a small molehill into a mountain of a complaint case.
When you have a customer there to communicate with, remember you’re both humans. Listen to them. Show you understand. Don’t treat them like they don’t matter, or try to shoehorn them into your prepared script so that they have to speak the precise keywords of your unique business jargon before they can get the help they need. Even if you think they’ve misunderstood or made an error, keep it friendly and interactive.
Mistakes in customer service can cost dearly, last a long time and the consequences can be tricky to remedy. When it comes to your business, avoid the mistakes and get customer service right the first time.