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Differentiate Your E-Commerce Site With Personalized Customer Service

Even in today’s fast-paced, got-to-have-it-now world, customer service still is king in business. Although selection, quality and convenience all play their role in what people buy, with so many options on where and whom to buy from, customer service is often the differentiating factor that can make a new customer become a return customer on e-commerce sites. Even online, there are ways still give personalized customer service.

Be There When They Need Assistance

Many people enjoy shopping online because they are not hounded by sales people trying to up sell them or push them to buy companion items. However, there are times when a consumer will have questions or need help when shopping your e-shop. Having an online chat, video conference or click to call option where your customers can easily ask questions and get immediate answers gives them the freedom to shop the way they want and still get the customer service they need. If they have to stop shopping and call a number to get service, you will most likely lose the sale.

Give Them Mobile Options

How do your customers prefer to shop? Do they shop on their computers or are they also shopping from their tablets and smart phones? Mobile applications are important to the customer service experience as well. It is not just about convenience, it is acknowledging your customers’ preferences and making sure they have those available.

Follow Up

Although you do not want to bombard a customer with solicitations through email, following up on their recent purchase is a great way to stay in touch. Send out a quick email asking if they are enjoying their purchase and if there is any way your company can assist them. Stay away from pushing products and stick just to customer service and you will differentiate your company from many other online retailers.

Personalize Communications

Assigning a social media ID to your online chat personnel and assigning customer service representatives to handle customers gives a personal feel to online shopping. If a customer shops your e-shop and is in contact with one of your sales staff through online chat, click to call or video conferencing, that same representative should be the one to follow up with the customer. This gives a VIP feel for the customer and can make a big impression.

When you can connect with your customers personally during their online shopping experience on your site, you have a chance to stand out among the vast background of the web. Your Virtual Assistant can help you not only set up different customer service applications for your e-shop, they can also handle customer service tasks as well. Talk to your VA about how they can help you enhance your customer service and gain a reputation for excellent personalized customer service.

photo credit: Wonderlane

Posted on October 2nd, 2013 by Rachel Braam, Office Manager

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