With Christmas creeping up on us, the shopping season of year is not far behind.
Ecommerce businesses put their focus into sales; so they can often forget how they could ultimately suffer if customer support services are not well prepared.
The key to a successful and jubilant Christmas is guaranteeing incomparable customer support services across all elements of your business, where customer interactions and feedback occur.
Delivery & Returns
First of all, it’s crucial to ensure that your delivery and return policies are always as clear as possible. At Christmas, it’s extremely important. No matter how good your product is, returns are just a part of the business, so it’s critical that your policy is both readable and easy to understand.
A study from Lee Recourse Inc. says 91% of unhappy customers will not willingly do business with you again. Resolve a complaint in the customer’s favour and they will be sure to do business with you again 70% of the time. Offering a gift card or discount code that the customer can use on their next purchase encourages them to buy from you again and serves as an apology.
Adding a live chat function to your site is an excellent way to increase customer engagement over the Christmas holidays. It’s not an option for every business; it would be counterproductive to use Live Chat if you’re not able to dedicate time to this function – but for most it can be a useful way to answer customers’ questions directly, increasing your conversion rate.
Social customer support services
Customer support services over social media are becoming increasingly vital. In fact, if you have social media channels set up, it’s what your customers will expect and use them for. Make sure you have alerts set up to capture any customer queries or concerns if they are not ‘tagging’ you into their updates and deal with any feedback, good or bad, publicly.
It is recommended a social media policy is put into place so that there are clear guidelines available for any member of staff dealing with an online complaint. Take a look at The Typeface Group’s Social Media Policy blog if you’re not sure where to start.
If you’re not able to make yourself completely available, a Christmas FAQ is an incredibly valuable tool for consumers and has the potential to drastically reduce calls or emails, as shoppers will not need to contact you because the FAQ has answered their query.
Questions you could include:
- What are your opening hours during the holidays?
- Are you offering Christmas Discount Codes?
- What are the Christmas shipping policies?
- What are your return/exchange/cancellation policies?
- When is the latest I can get a Christmas gift delivered?
And if you have social media accounts, sharing this information in a timely manner will also help.
Most noteworthy, offer customer support services that stand out from the rest
Take the time and effort to address unhappy customers. A study from McKinsey states that 70% of buying experiences are based on how the customer is treated. It’s not only worth keeping their business for the future, but also dodging any negative and damaging feedback.
Customer support services are one of the most important factors of your eCommerce business. By investing in your customers, you’ll increase long-term loyalty. Succeed, and you’ll discover that customer service is the Christmas gift that keeps on giving.
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