Running an e-commerce store is not as simple as it seems. Although it is much easier than owning a brick-and-mortar store, it isn’t as passive as people believe it is. There are always improvements to make and testing to be done to make sure your store is running at peak performance and that you are applying the best practices for your e-commerce store.
One of the most important aspects is taking customer service seriously. Since an e-commerce store is mostly anonymous, people won’t have much loyalty if they don’t feel like they are being taken care of. With so much competition online, you risk losing a lot of business if you don’t take care of your customers.
In this article, we will go over 3 of the best practices for your e-commerce store what it takes to have great customer service for your e-commerce store.and
1. Good return policy
Since people can’t hold the physical product in their hands, they are sometimes nervous that it isn’t’t going to be what they expect. They need to see a robust return policy to give them the peace of mind that their purchase is going to be protected and they won’t waste money if it isn’t what they want.
This means that you should make it clear how the return policy works to help them feel confident that they are protected. Offer free return shipping by working with some Texas couriers or wherever the customer resides. People will be hesitant to buy if they will have to pay to return the product.
The shipping, in general, should then be very fast. Make sure it is sent back to the warehouse quickly and a replacement is sent out as soon as possible. If the customer can have the replacement back in a day or two then they will likely order from you again. If it takes weeks to resolve the problem then you are likely not going to get business from them again.
2. Rapid communication
For a customer to feel confident that their issue is going to be resolved quickly they need to have answers right away. This means that you have to have a system in which their questions are answered promptly. Or, that they are able to communicate with a person to help them solve a problem with their product or shipping.
Have a way for them to call a phone number or chat with a representative on the website. It is also a good idea to have a chatbot that can answer a lot of common questions. This is a good way to save money and get the customer the information they need to feel satisfied that they are being taken care of.
3. Make the site easy to use
Imagine going to a store that has no aisles and everything is haphazardly displayed on the shelves. It would be so hard to find what you’re looking for that you would rather leave and shop somewhere else.
That’s what happens when your site is hard to navigate or is not intuitive to use. Make sure that your site makes it easy for people to find what they’re looking for. It should also be easy to make a purchase.