Having an easy-to-navigate sales process and quality customer service support via chat, email, or phone becomes exceptionally critical particularly for ecommerce businesses that don’t interact with customers at a physical location.
Why? For the reason that customers with concerns can’t simply approach a customer service desk and get the attention of the representative available. Each point of contact, the customer becomes specifically important to the business, especially ecommerce retailer companies. Furthermore, the opportunities of e-commerce businesses are limited to make a positive notion on the customer. That’s why top ecommerce retailers don’t lose this chance and they make sure to leave a first impression to their customers.
Consequently, an e-commerce retailer’s company customer service is classified by a little number of small interactions and information. Companies can make noteworthy developments to their customer service overall by making small amendments to each part of these processes. E-commerce companies such as retailers are looking to provide excellent customer service to improve customer retention and loyalty.
We are very sure that the top ecommerce retailers today has the best customer service, and it numbers can tell – and they don’t lie! An excellent example would be Amazon. This popular online superstore established a reputation of having the greatest most reliable customer service in the world. Forbes.com reported that Amazon is number one in customer service a couple of years ago. According to Forbes, Amazon notched the top spot in the Top 10 2011 Customers’ Choice Award.
So how does Amazon rank #1 in customer service?
The digital age has forced the evolution of customer service. In a world where emails and texts have replaced more intimate forms of communication, where shoppers can complete a sale 24/7 via online transactions, and where showrooming is linking the physical shopping experience with the virtual, the modern definition of customer service seems to have downgraded the importance of direct human interaction. And, let’s not forget that customer service in the traditional sense has also been crippled in recent years by an economy fostering a trend toward part-time, minimum wage, less “invested” sales associates.
As the world’s largest online retailer, Amazon has been a driving force behind the e-commerce movement and changing standards for customer service excellence. Some of the words consumers used in their reasons to nominate Amazon for Customers’ Choice included “efficient,” “fast,” “reliable,” “no hassle,” “easy,” and of course, “free shipping.” Note that these terms differ vastly from those who nominated Nordstrom, THE purveyor of traditional customer service: “experience,” “friendly,” “personal,” and “knowledgeable.”
Amazon is by far the largest e-commerce website and retailer company in America. It was reported that the superstore obtained revenue of $13.8 billion in its last quarter a couple of years ago. This goes to show how efficient and excellent Amazon’s customer service was in the past few years, garnering significant numbers that led to their success up to this very day.
Other retail businesses can achieve success too if they follow the right formula for establishing a strong customer service support along with efficient methods in handling customer demands. There are 7 pillars for providing exceptional customer service for ecommerce, and this should be a guide for each and every business, particularly ecommerce retailers that aims to reach their full potentials.
It’s a whole new world today in the commerce industry, and customer service is considered as the ‘Ace’ of retail business that significantly generates profits for companies. Like Amazon, every ecommerce retailer can achieve success when you have a powerhouse of efficient, fast, and reliable customer service ready to take on any challenge.
In your opinion, what retailers offer outstanding customer service?
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