Something that’s helping to differentiate between brands today is customer service. According to recent statistics, even if one brand is priced a little bit higher, customers may be more willing to pay the higher price if they know they’ll receive excellent customer service. Today, negative customer experiences can be posted online, leading to a damaged reputation that’s hard to recover from. More than half of today’s consumers have stated they’ve stopped doing business with a company due to the customer service, so it is vital to work on improving the experience every customer has whenever they contact the company.

Ask Customers for Feedback

How does a business know if its customer service is doing well? They ask. Seeking out customer feedback allows companies to make sure they’re getting it right and learn more about where they need to improve. Companies should ask for feedback as much as possible and expect to receive both positive and negative feedback. Both positive and negative feedback can help the company discover what they need to do to improve.

Track Customer Feedback

Sending out surveys allows companies to make sure they’re learning about what customers believe. On top of this, it is important to track the feedback over the long term. Companies can learn not only what the customers think right now but how the customer feedback changes over time. When new techniques are implemented to help improve customer service, tracking the feedback allows the company to make sure they’re working.

Determine Areas Where There’s a Problem

Nothing is perfect, and this applies to customer service as well. Companies should find out what issues there are and determine what needs to happen to make sure customers are happy and ready to make a purchase. This can include surveying the customers, creating a heat map to see where customers spend the most time on the website and determining why shoppers end up abandoning their cart without making a purchase. By solving any issues with the company or the website, there are fewer complaints and happier customers.

Provide Key Information Online

One of the best ways to help customers is to answer questions before they ask them. This leaves little room for customers to become unhappy because they can’t get the help they need in a timely manner. This includes creating an FAQ section to answer the most common questions customers may have as well as offering detailed information for any policies or guarantees. It’s also a good idea to include as much information as possible on order forms and receipts so customers can find the information they need fast.

Make it Easier to Search the Site

Customers who can find what they need, whether it’s a specific product or information before they make a purchase, are more likely to buy something today and less likely to leave products in the shopping cart. One of the ways to make it easier for customers to find things is to invest in a website that comes with a high-quality search function. The search button should be easy to find, and the search results should be as close as possible to what the customer is looking for to help them find what they need fast.

Make it Easy to Reach Out

Even with multiple ways to help customers find answers to any questions they might have, it’s still a good idea to make sure it’s easy for them to get ahold of the company. It’s best to offer various options, as this allows customers to choose a contact method that is preferable for them. Options can include using a chatbox, filling out a contact form, calling a toll-free number, or other methods like connecting through social media direct messaging options. With plenty of options to choose from, customers will be more comfortable reaching out and more likely to get the answers they need.

Be Available with Live Chat

One of the best ways to connect with customers is with a live chat. Some studies have shown that a live chat can increase sales significantly. This allows for a faster response compared to email and contact forms, yet the customer doesn’t need to use the phone, so they can talk to a customer service rep no matter what else they’re doing at the time. With a live chat, it is possible to get help any time, day or night, so customers can get help fast and make the decision to buy something.

Use Social Media Networks

Almost everyone is on social media, and when people follow brands through their accounts, studies have shown that nearly ¾ of them will use social media to reach out to the company for customer service. By having social media websites, it’s not only possible to connect with customers and improve SEO, but to have another way to connect. With social media, it is imperative customers get a response quickly, but this could be a great way to communicate with them and encourage more sales.

Improve the Response Time

Waiting for a response, whether it’s to a contact form, on hold on the phone, or via email, can cause customers to turn and look elsewhere for what they need. Beyond this, a delayed response could mean a customer leaving poor reviews as well as letting others know how bad the customer service is. Instead, it’s a good idea to improve response times as much as possible and make sure every customer gets a fast response, no matter what the method of communication is or when they reach out. With email, a standard reply lets the customer know someone is reviewing the info and will contact them quickly. With a live chat, there’s the option to use a chatbot for faster response to basic questions.

Improve Staff and Customer Interactions

Boost the training for customer service reps and make sure the interactions between the reps and customers are improved as much as possible. Make sure that customers don’t have to wait long for a response or repeat themselves multiple times before getting an answer. Be flexible with problem-solving to help keep customers happy and make sure the representatives always actively listen to the customer, so it’s easier to make the customer feel happy and answer their questions.

Personalize Interactions

With any interactions between the company and customers, it’s a good idea to make sure everything is personalized. Knowing their name, offering personalized shopping suggestions, and more can help to create a better experience for customers, which leads to happier customers and better reviews. Work on adding personalization wherever possible to help foster this connection between the company and the customer.

Have Seasonal Staff Members

Some parts of the year are going to be far busier than others, and this shows when customers try to contact the company for help. Whether the concern is a high amount of orders, more returns, or more questions from new customers, offering a fast response is vital. To do this, when it’s the busy season, hire more staff members on a temporary basis. This increases the number of customer service reps available, decreasing wait times and frustration for customers. At times when nerves are already on edge, having extra staff members can create a memorably pleasant experience for the customer, leading to more positive reviews in the long run.

Follow-Up With the Customers

Talking to the customers and helping them solve a problem or get answers is only the first step. It’s also a good idea to follow up with the customers after the issue has been resolved and make sure they’re happy with the help they received. It’s a good idea to provide information after the customer has made a purchase or follow up to make sure the customer got the help they needed and offer them a special deal for reaching out. With the right follow-up, customers are more engaged and more likely to make a purchase in the future.

Consult With a Professional

All of these tips are designed to help improve customer service and help the customer connect with more customers, but it’s still a good idea to get information tailored to the specific company. Whether the company isn’t sure how to handle the data from feedback or they want to do more to create positive interactions with customers, ecommerce consulting is a good idea. Working with a professional can help the company get more detailed information about what can be adjusted and altered, as well as help keep an eye on the improvements and make further suggestions in the future to continue improving the customer service.

Customers who do not have positive experiences with a company are going to tell others and are not going to make a purchase. It’s far easier to create positive feedback from the beginning with the tips here rather than try to deal with negative views and bad PR when something goes wrong. If you’re looking for ways to improve the experiences your customers have when connecting with your business, try out the tips here and consult with a professional to learn what else you can do.

Travis Romine