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How to improve customer service?

by smileverse
9 replies
  • ECOMMERCE
    • |
Hi all,


For ecommerce sites, what do you think is the best way to improve customer service?

I want to know ideas from you guys.
#customer #improve #service
  • Profile picture of the author anne785
    [DELETED]
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    • Profile picture of the author CollegeCEO
      Originally Posted by anne785 View Post

      Here ares few things to improve customer service for ecommerce site -
      (i) Having a chat icon for your website
      (ii)Providing real time customer support
      (iii)Immediate reply to emails
      (iv)Have FAQ column to clear your customer doubt
      (v)Make use of social media sites like FB, twitter to inquire public
      (vi)Try to get customer feedback and improve the service
      These are all great tips. Luckily if you've worked in retail or any type of customer related job before you already have a great grasp of how to provide customer service.

      Always keep in mind that ANY customer has the potential to hurt your company's reputation. So treat each one special to make sure everyone has nothing but good things to say about your company even if you make a mistake.
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  • Profile picture of the author amcg
    You can do some very simple things e.g. list phone numbers, mailing addresses right up to more sophisticated things like CRM. It really depends on your
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  • Profile picture of the author Comcities
    Better ticket/email replies.
    Having customer service agent as Live chat and on-call with exp. is good choice but expensive.
    Refund policy.
    Easy TOS. Some people have to suffer after buying new products.
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  • Profile picture of the author Entrecon
    I think it all depends on the type of ecommerce you are talking about too. Different markets have different needs. If you are selling physical products vs. digital goods is only one variation. Dealing with a physical product with fulfillment is going to require a lot more customer touch to keep them happy.
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  • Profile picture of the author BlackIrish
    Try having a live chat option (be ready to have someone working on it for a lot of hours per day).

    Reply to customer emails as soon as possible - users are always impressed when they receive a reply back in less than an hour.

    Have a FAQ section.

    And finally, the best customer service is the one that you don't have to contact - so try making your website experience easy to understand (less clutter, easy navigation, etc.), and that's it.
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  • Profile picture of the author smileverse
    There are some customer service solutions, such as live chat, ticket system, knowledge base, etc. With these tools, you can expand communication channels with your customers and engage your customers in real time. You can choose one or more based on your needs.
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  • Profile picture of the author Trucker
    24*7 Live support ready here, can be discussed anytime, full time reporting & 8 updates every day !

    Agents available with full dedication & ethical working methods ...

    Ready for a discussion...
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  • Profile picture of the author PROmotions LLC
    Check out a company called Olark, their product can help increase conversions and also beef up your customer service.

    http://www.olark.com/
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    • Profile picture of the author Nick Kon
      I found it beneficial to post how long the average response time is on your contact form, as that way customers will know what to expect when contacting you. I generally use a 24 hour window, that way I know it will be handled faster than indicated on the contact form... which generally pleases customers.
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