6 Reasons to Invest In Your E-Commerce Customer Support
AMZ Seller Financing • January 7, 2019
id you know that three out of five customers do not complete their online purchases because of the business’s poor customer service?
When establishing your own online store or business, you might not be entirely focused on building a great customer service. Because you won’t be seeing any of your customers face to face, right? In an ideal scenario, you might think that you will successfully sell a product to a customer. This will leave them satisfied and they’ll keep coming back to you.
However, that certainly isn’t always the case.
There will be times when your customers might face an issue with the ordering process. Or they might have a bad experience with you. In such instances, you need to have a strong customer support system and engage with them.
The internet has become a huge platform for e-commerce businesses. Yet, there is still a lack of personal interaction between consumers and companies.
You need to put in as much work and effort in building an efficient customer service system as you invest in your marketing and business-developing prospects.
Here are 6 major reasons why you must invest in your e-commerce customer support.
6 Reasons Why You Should Invest in Your E-Commerce Customer Support
1. You Want Your Existing Customers to Keep Coming Back
There is no rocket science here. Simply put, you want your old customers to keep coming back and buy from you. Because, in reality, you will benefit more from existing customers than new ones. The key goal here is relationship building with your customers. This is absolutely vital for the growth of your business.
By building strong relationships with them, you are giving them the message that you care for them and that their experience with you matters to you. In doing so, you are also letting them know that they can trust you, rely on you and expect you to give them the best services. Also, with so much competition online, you really do want to set up your business as the front runner.
2. Customer Feedback Is Important
One of the most important things that can help your business grow is customer feedback on your products. Your customers can tell you best about how well you are doing. Because after all, the more customers you have, the more products you will sell online.
Research shows that 79% American shoppers look at customer service as the truest test of how much a business or a brand values its customers. This goes on to suggest that your customers will always remember the kind of services you provide to them.
Additionally, there will always be a clear difference in the way you look at your business and how your customers look at it. In many cases, they might even help shed light on things or issues that may not have even crossed your mind. So, customer feedback is vital for your online presence and growth.
3. It Shows That You Are a Reliable Company
One of the key benefits of having an excellent customer support system is that you will be establishing yourself as a trustworthy and a reliable company. There are several ways to prove your reliability to your customers. However, communicating with them on a regular basis will not only have them coming back to you but they will know that you are the one company or business they can fully trust.
It is as simple as this: if you take care of your customers, your customers will take care of you. This is particularly true because in today’s age and time where there is increased competition in the online world, your e-commerce business is as successful and thriving as the kind of customer service you deliver.
4. It Builds Brand Awareness
If brand awareness and publicity is one of your main goals, there is nothing better and effective than the good old word-of-mouth. An impressive customer support service is a guaranteed way of getting positive recommendation from your existing customers who are likely to bring in new customers for your business.
Establishing a good customer service isn’t just about creating awareness. But it is definitely a plus point that works well in your favor. If you keep satisfying your customers through regular communication and responsiveness, they might just put in a good word for your business among their friends and family. And the next thing you know, you have a ton of new customers!
5. You Will Become More Efficient
In such a fast-paced world, you want to save as much time as possible and improve the quality and standard of your business as quickly and efficiently as you possibly can. Perhaps, one of the biggest advantages of having great customer service software is the way it automates all processes.
An example of this is the process of auto-response. Through it, customers can easily create a support inquiry and you can respond to it very efficiently. Since having an online business means you will always be dealing with one thing or the other and it is nearly impossible to solve every issue that comes up right there and then.
Investing in a proper customer support software will help you deal with things effectively and efficiently. And will certainly make things more organized for you.
6. You Don’t Want To Lose Customers
Even if you aren’t getting new customers as rapidly as you hoped you would, you really don’t want to lose your existing customers. Poor customer service can quickly make you lose customers. Because, let’s face it, customers aren’t afraid to switch brands. With such a plethora of new brands coming up every other day, it is really easy and convenient for customers to find what they need online.
If anything at all, this will cost you money and also your reputation as a brand.
To top it all off, customer support is an integral part of your e-commerce business. If done right, you can expect your business to flourish really well.
An important question that arises here, though, is whether you would need financing to execute the practices required to build an excellent customer support system.