17 October 2023

6 best practices for e-commerce customer service.

6 best practices for e-commerce customer service.

E-commerce customer service is a crucial aspect of any successful online business. With the increasing popularity of online shopping, customers have high expectations when it comes to the level of service they receive. As an e-commerce business owner, it is essential to provide exceptional customer service to retain loyal customers and attract new ones. How do you do that? By providing excellent service.

To help you improve your e-commerce customer service, we have compiled a list of six of the most important practices to follow. Of course, this is not the be-all, end-all guide, but it should get you pointed in the right direction.

Focus on agents from the start.

Creating exceptional e-commerce customer service isn't accidental, it's the result of a robust foundation and comprehensive training for customer service agents. These agents serve as the frontline of your business, directly interacting with customers and shaping their experience. Therefore, equipping them with in-depth product knowledge, problem-solving skills, and a customer-first mindset is fundamental. With a strong foundation and training, agents will be empowered to handle any customer issue competently, create positive customer interaction, and foster customer loyalty—cementing your e-commerce brand's reputation for excellent service.

At Transcom, for this purpose, we use our Agent Development Accelerator - ADA. It’s an AI based tool for training agents through conversations with realistic, complex, and nuanced simulated personas. Your potential agents dial ADA and have a true-to-life phonecall with a truly countless number of potential customers. The added kicker to this is that ADA also analyses the call and assigns it a score based on certain metrics. Meaning that your agents also get to know exactly where they can improve. 

Empower your agents.

Equipping your customer service agents with cutting-edge tools is not only integral but also crucial in delivering exceptional e-commerce customer service. With the rapid growth and ever-evolving landscape of e-commerce, consumers have come to expect not just quicker, but also more personalized responses from customer service representatives. In order to effectively meet and exceed these demands, businesses must invest in efficient, reliable, and state-of-the-art technology solutions. By doing so, they can ensure that their customer service team is equipped with the necessary tools to provide seamless and top-notch support, ultimately fostering customer satisfaction and loyalty.

To stay on the cutting edge, Transcom has developed an innovative solution called Automated Translation. Powered by AI, it provides real-time translation for both text and voice, offering three key benefits. Firstly, it enables you to handle peak volumes by redirecting calls to other centers, regardless of the language. Secondly, it allows you to expand into new markets without physical presence, as Automated Translation provides native language support without relying on native speakers. Lastly, with near-instant translation in over 100 languages, it ensures enhanced customer and agent satisfaction. By reducing the workload of individual agents and preventing burnout, attrition rates can also be minimized.

Give your customers a choice.

A multichannel approach is pivotal for top-tier e-commerce customer service. It empowers customers with the freedom and flexibility to choose their preferred communication channel, be it phone, email, live chat, or social media. This approach respects the customer's comfort and convenience, leading to a more personalized and satisfactory service experience. Furthermore, it allows businesses to cast a wider net, accommodating the communication preferences of a diverse customer base. 

By being available where the customers are, businesses can respond promptly to queries and issues, enhancing the overall customer experience. In an age where customer expectations are soaring, a multichannel approach is not just an advantage, but a necessity for e-commerce enterprises aiming for outstanding customer service.

Six steps to great customer service

Know your customers.

While multichannel is crucial in modern e-commerce customer service, and has transformed from a luxury into a necessity it is still not enough. The main issue of multichannel e-commerce customer service lies in the challenge of providing seamless, consistent, and high-quality service across a variety of platforms. With customers interacting with brands through multiple channels like email, phone, social media, and live chat, it becomes pivotal for businesses to maintain uniformity in their service. However, the synchronization of information and service standards across all these channels often becomes complex, leading to inconsistencies that can potentially frustrate customers and harm the business reputation.

To mitigate this you can integrate your systems with Omnichannel solutions. This type of approach gives you all the benefits of multichannel while still keeping the simplicity and straightforwardness of singlechannel. This way, your agents can know everything there is to know about the customer, their previous calls and issues before they even pick up the phone. 

Intercept issues.

We also help our clients in creating an amazing e-commerce customer service experience by implementing things like chatbots and automation. “Prevention is better than cure.” is the mantra here. You want to improve the speed and quality of your service by thinking about possible issues and problems your customers may have and then having answers ready before the question is asked. 

Chatbots, and similar digital CX solutions, hold a pivotal position in this approach to e-commerce customer service. They serve as the front liners in customer interaction, providing instant responses to customer inquiries and requests. This 24/7 availability ensures that customers receive support anytime they need it, enhancing customer satisfaction and loyalty. Moreover, chatbots can handle multiple customer interactions simultaneously, increasing efficiency and reducing the workload on human customer service representatives. These digital assistants can also be programmed to provide personalized product recommendations based on customer browsing and purchase history, further enhancing the customer experience.

Always try and improve.

Constantly seeking areas of improvement is crucial because it enables businesses to remain competitive, adapt to changing customer expectations, and deliver tailored experiences that exceed customer expectations. As the online shopping landscape evolves, so should the strategies and tools used to service clients. By regularly assessing and refining customer service processes, e-commerce entities can ensure they deliver outstanding support, enhancing customer satisfaction and fostering enduring relationships. This commitment to continual enhancement not only strengthens the customer journey but also fosters an environment of innovation and growth within the organization.

Making use of trusted partners and advisory services, like Transcom’s CX Advisory or AI Advisory, can be a game changer for your business. Services like create a solid foundation for constant improvement. Our team of experts analyzes your business to see what parts will benefit from improvement to make sure you get the most bang for your buck and that not a single cent is spent where it shouldn’t be. Apart from saving money, that process is important because implementing things without foresight can hamstring your business from the word go by making your processes overly complex, convoluted, and inefficient. In the end, the world of e-commerce customer service is always changing, and so should you.

In conclusion.

Delivering exceptional customer service in e-commerce is a complex process. It's all about truly understanding your customers, offering support across multiple channels, keeping information synchronized, and anticipating and addressing issues proactively. And let's not forget about the power of advanced technologies like Automated Translation, chatbots, and Omnichannel solutions, which can take your customer service to the next level. So, if you’re ready to make a lifelong partner that understands your needs and the intricacies of the industry, don’t hesitate, contact us.