Is your e-commerce business not doing so well? Is your website having less and less traffic and your social media pages performing dismally? Sometimes it’s not because you have poor products or that you’re not doing enough effort in SEO. You might have the best, most convincing product descriptions and still be unable to get people to buy from you. It might be the way you’re handling your online customer support. 

In an article by AllBusiness, a publication that caters to small and medium enterprises, they mentioned that one big advantage that physical stores have over online ones is that customers have much faster and easier access to customer services reps, and it is indeed easier to explain and help a customer out if you’re speaking to them in person. 

The writer also adds that: 

It is true that providing detailed information for your customers is important for maintaining a good reputation with them. But aside from just giving them content that is generally needed, you should also have a way to deal with the more complicated problems.

To handle customers who bring complex issues with them—and improve your brand image as well—you should consider doing the following for your business. This is aside from hiring well-trained customer support agents and providing multiple communication channels, of course:

While we all love to make a lot of sales, focusing on building a loyal follower base is important. By making every aspect of your business friendly to customers, you increase their satisfaction and therefore raise the chances they’ll buy again from you. 

Besides, it’s always good for public relations, is it not?

In a piece published on CustomerThink, the writer makes a poignant question: 

Instead of just providing the customers a temporary fix to their problems, you might find that giving them something that solves said issues for good can be a much better option. It shows that you are indeed a business that values its customers and their satisfaction. Some may think that they’re losing sales because customers won’t come back for repairs. On the contrary, it’s actually good for them, since people will know spread word about how their business actually cares.

Taking the initiative and actively searching for existing issues instead of waiting for others to spot them for you is another sign that you care for your customers. This way, when they come across said problems, you can now quickly provide a solution. And you know how big of a factor fast responses are with satisfaction, right? 

It’s not just e-commerce that benefits from good online customer support. In truth, all businesses do. Customer service is a kind of marketing method, as it tells other people how you value (or devalue) the people who buy your products. Oftentimes it is thankless work, but it can go a long way to making your business more successful.

Report this Page