Whether you own a large E-commerce store, or a small tech start-up your main goal should be improving customers satisfaction levels. In order to do this effectively, you have to really listen to what your customers have to say about their interaction with your product, and this can be immensely time-consuming for you as a business owner.
At this point, you are probably wondering how consulting support agents will improve your business. If you haven’t figured this out yet, your support staff is probably your most useful asset. Look at them like the infantry of your online army. They are the first to head into battle and go head to head with some of the best and worst clients you have. They’re also the first ones to know of any potential bugs or improvements you should be aware of. Can definitely give you insight on how to manage your customers better, and might be the key to unlock the haven of a high client return rate.
When online, customers can decide if they are going to buy a product or service in less than a second. That being said – reports claim that the customer journey from becoming aware to making a decision can take a few months. Actually, online purchases that take more than 28 days are worth about 3.5 times more than purchases that occur immediately. And while 61% of tech purchases take place on that first day, only 53% of revenue comes from single-day purchases. If they have a good experience on your site, they are likely going to leave positive reviews, spread positive information about your site to others and come back whenever they need more goodies.
As an E-commerce store owner, it is important that you never forget that making a sale is neither the first nor the last step in a customer’s journey. The next challenge you are going to encounter is delivering an excellent customer experience each time somebody visits your store.
Poor and inconsistent customer service is a major reason why customers change brands. A study that was conducted not too long shows that customers will remain loyal if their issues are resolved on time and that 86% of consumers are willing to pay more for an upgraded experience. A question you are likely going to be asking yourself is How can you improve your customer’s experience in a quick and easy manner.
Yes, you can turn to new technologies like self-service and AI to help you address some issues, but these technologies have their limitations. The role of support agents cannot be completely taken over by Technology.
One key thing that makes support agents stand out is that they are able to give streamlined solutions and handle customer requests beyond fixing their immediate problem. Every year, big and small companies spend thousands of dollars training their support staff. The same study I linked to above shows that 13% of clients tell 15 or more people if they’re unhappy, while 72% of consumers will share a positive experience with 6 or more people. Did you catch that?
There are two things that customers hate especially when it comes to resolving issues.
- They hate waiting endlessly for their issues to be resolved
- They hate repeating themselves or having the same conversation over and over again.
- And finally but most importantly, hate having the same issue twice!
As a store owner, you need to be mindful that an angry client is worse than no client. Here are a few things you could do to help.
Before launching a new product or service, it is important that you first create relevant content on it. Your content should be thorough and easy to understand. Use layman’s terms, nobody wants to read complex instructions if they can be broken down fairly easy. Yes, creating top-notch content is going to take dedication, energy and time. But it will also help reduce costs and improve conversions.
Create a knowledge base
Paying support agents is much more expensive than creating a knowledge base. It is important that you’re thorough about creating a knowledge base. If your site is a WordPress site, you can check out our TicketLab WordPress knowledge base theme. Here are some essential steps:
- Create short articles for potential issues your customers might want to resolve.
- Create short video articles on how to successfully navigate your website.
- Make your database searchable.
Product returns are an unavoidable part of any e-commerce business. From time to time, your customers are going to make inquiries and return products they purchased. Investing in an effective management tool and providing strong visibility will go a long way in improving their experience. Just because they return one product, it doesn’t mean they won’t come back 2 weeks later and buy another.
Upgrade your digital workspace & Final notes
Your support agents know much more about being a client of your business than you do! Sometimes being an owner means that you are emerged into the experience of building your brand so far, that you miss out on the obvious! Put in a healthy system for support agents to report bugs or possible problems, and make sure you address those before they occur again. A customer is unlikely to stop loving your products the first time they encounter some issues, but they’re surely going to turn and look elsewhere if they’ll run into the same issues again.
To help your business reach new levels, you have to learn to pay attention to things that may seem insignificant to you. Create a direct communication channel between you and your support agents and do your best to improve your client’s experience with your business. If you do this correctly, you’ll turn even the most skeptical of people into a full-on brand ambasador.
Tags: conversionknowledge basemarketing