Service channels in e-commerce are means by which you can ask questions and counter objections from consumers. In addition, they also allow you to show the functions and qualities of products in a practical way to make more sales.
With them, you can communicate with your customers about item exchanges, for example. Not to mention that they allow you to provide support as part of one of your products or services. In short, it is through them that general communication and post-sales communication are carried out.
Remember that in Brazilian e-commerce, only 1 in 100 visitors to an online store sales page buys. So why do the other 99 leave the page without buying? We can say with certainty that most of them leave because they do not find adequate care. That is, you cannot ask questions and give up.
It is for these and other reasons that it is important to have several service channels in e-commerce. The more the better. In this way, you will be able to educate more consumers about purchases. Plus, you can turn more customers into customers, which will be great.
With this topic in mind, I prepared a list of 10 e-commerce service channels. That's what you can check next. Keep reading!
SERVICE CHANNELS IN E-COMMERCE
These are e-commerce service channels that you can integrate into your virtual store, marketplace, multi-store or other type of website:
01 – The telephone:
The foundation of e-commerce is the telephone. In fact, online sales began with it. Today, it's possible to link your phone number to Google Ads campaigns , for example. This way, you can advertise and sell products without needing a website.
02 - Self-service:
E-commerce sites with educational content serve as a service channel. They have a field of research in which consumers search and find answers for themselves. An online store with good descriptive content is itself a self-service channel.
03 - The face-to-face service:
E-commerce, more than ever, is integrated with physical stores and other sales channels. This is what is called omnichannel commerce . In this way, a consumer can start a purchase using a PC, request in-person assistance, and then complete it via mobile technology.
04 - Chatbot:
A chatbot is a customer service system where an application with artificial intelligence automatically responds to consumers. It provides fast service 24 hours a day without you needing to create a work permit or pay it a salary for it.
05 - Humanized textual chat:
The advantage of humanized text chat over chatbots is creative customer service. For current generations of consumers, it's still better to get personalized answers from a human. Furthermore, chats like Jivochat even have translation systems.
06 – The video chat:
Just like text chat, video chat allows for a more human touch in customer service. The difference is that video chat incorporates body language, facial expressions, and gestures. Therefore, it creates a more personal connection with people. It also allows you to showcase products in a more visual and easier way.
07 - Email:
Through e-mail you can provide both automatic ready-made responses and creative ones made by a professional. However, it is not as fast as chat or video chat. Use email, but remember to respond quickly. That is, respond right away.
08 – The messenger apps:
Messaging apps are all the rage right now. WhatsApp , Facebook Messenger, and Skype are some of the most used. They also allow you to generate pre-written or personalized responses. And it's very easy to integrate them into an online store.
09 - The FAQs:
Using frequently asked questions (FAQs) in your online store is great because they provide information about your brand, products, shipping conditions, payment methods, etc., through self-service. Consumers enter your store, glance at the FAQs, and immediately find the answers they need.
10 – Open call:
The “open ticket” feature can be included within the virtual store. Thus, customers who already have a record can open a ticket directly with the support sector. In this way, they can answer questions about purchases, payments, deliveries, etc.
IMPORTANCE OF SERVICE CHANNELS
An e-commerce site is capable of making sales by itself, that is, without a salesperson around or without any kind of assistance. However, consumers often have questions about purchases, deliveries, exchanges, payments and other things, which are better answered if there is a customer service.
Maintaining a customer service is good, but if you can count on two, three, four or more, your touchpoints increase. In this way, your brand’s credibility also grows and loyalty also grows.
So, work with as many service channels as you can. Surround consumers on all sides. Keep yourself present in each one's life and memories at all times.
As soon as you can, also click on " How to provide good customer service in your online store " and read a complementary post.
