You’re down in your friend’s basement. You’ve spelt out P-I-N-G over the net and decided who serves. You and your best bud get a three-minute volley going that neither one of you wants to end. He hits a wicked curveball, but you miraculously dive to the right corner of the table to keep the ball in play.
This kind of back and forth goes on for hours, each one of you forcing the other to adapt and respond to new spins and hits.
This is how we think about customer service.
Your customer service can make or break your ecommerce business. Having a winning customer service strategy means an increase in sales, customer satisfaction, and customer retention.
But winning in customer service isn’t about ending the game. Think about it: the game is always more fun when you’re still playing.
It’s about building a strong enough relationship with your customers to keep going back and forth, sharing feedback and making updates to continually improve the customer experience.
Customer service is a critical component of the ecommerce customer experience. And how your brand handles and interacts with potentially unhappy customers will color their impression of your brand for forever.
Creating a customer service strategy to encourage continual feedback and improvement doesn’t have to be complicated or confusing.
The key to having a winning strategy can be broken down into these pillars:
If you tie all of your customer service actions back to these three pillars, this may just be the best ping pong game of your life.
Customer service is more important for ecommerce brands than almost any other type of business.
In the world of online retail, competition is high. There are a dozen other brands trying to offer your customers the same product you are. And differentiating can be tough.
Your customer service is what adds a personal touch to your brand. Your products may be equal or even less in value and benefits than your competitors, but having a strong customer service strategy can put you out on top over your competitors.
A customer is four times more likely to switch a competitor if the problem they’re having is service-based.
Physical retail has location as an advantage to keep customers coming back. How many times have you gone back to a store even though you knew their customer service was subpar, just because it was close?
And it’s not like your direct-to-consumer brand can assign a customer success manager to every customer to improve product usage like enterprise SaaS companies do.
Ecommerce customer service relies on positive online communications alone to increase customer retention. Your customers ping, and how you pong decides whether or not they even want to play the game.
So, it’s time to take the first step in elevating your customer service experience into one that will produce loyal customers and increase sales.