Customer service is the name given to the helpful service during shopping that companies like yours can offer to consumers. This service can be done before, during and after a purchase is made in any and all sales channels. In e-commerce, for example, good customer service is essential.
Serving well is providing people and means to guide the consumer properly. That is, this service aims to solve the main doubts and objections of buyers. In addition, it aims to solve problems and mitigate possible errors, among other things.
Good customer service is fast, proactive, and friendly. Speed, in fact, is one of the most important factors in this context. To give you an idea, according to data from Zendesk , 89% of consumers report that a quick response to an initial inquiry is important when deciding which company to buy from.
When done right, good customer service can provide many benefits for your business. It can, for example, help you increase your Average Ticket and obtain greater customer loyalty. Right after that, I'll show you several stat-backed benefits. Keep reading!
BENEFITS OF GOOD CUSTOMER SERVICE AT E-COMMERCE
By providing good customer service in your e-commerce, you will be able to obtain benefits such as:
Higher profit per sale:
According to a study by Gladly , 68% of consumers are willing to pay more for a brand's products if that brand has a history of good customer service.
Greater loyalty:
Providing excellent service is a way to build customer loyalty. According to a Salesforce study , 92% of consumers believe good service makes them more likely to buy again.
More indications:
According to the Qualtrix XM Institute , consumers who rate a company's customer service as "good" are 38% more likely to recommend that company.
Less turnover:
According to data from Ameyo , 67% of customer churn can be avoided if the company can resolve the customer's problem on the first contact.
When we look at numbers like these, we notice that the better companies like yours provide service, the more customers they retain. This is great because investing in new customers is between 5 and 25 times more expensive than retaining existing ones, according to data from Nice Latin America cited by the website TI Inside.
Furthermore, according to Bain & Company , increasing customer retention rates by just 5% can generate profits between 25% and 95% higher. Therefore, if your e-commerce business doesn't yet provide good customer service, now is the time to start improving this aspect.
CUSTOMER SERVICE CHANNELS ON E-COMMERCE
You must provide good customer service using all possible or at least the most important channels. The phone, chats, messenger apps and social networks, for example, cannot be missed.
In addition, you can also use email, in-person support, and video chat. And don't forget to include a frequently asked questions page on your online store.
Merchants who have an online store on the VTEX platform can also use the VTEX Telesales Toolbar . This feature allows a customer service representative or salesperson to browse and make purchases in the online store on behalf of a customer.
With the VTEX Telesales Toolbar you can support consumers when they are most likely to make a purchase. In fact, this is one of the best moments to provide good service.
Finally, remember that it is not enough to rely on all these and other channels to provide a good service. It is also important to invest in periodic training of attendants and salespeople. Trained professionals give much more return.
As soon as you can, click on " Multichannel Customer Service " and learn how to use this feature in e-commerce!
