Reasons why online stores should provide a meticulous online customer service For online companies, customer service holds a very important role. Customers of today are more demanding and they want all their problems to be solved instantly and efficiently. Here in this article we have discussed why it is important for web stores to provide an excellent customer service and ways by which they can do so. Online shopping is pretty much similar to shopping in a brick and mortar store. In this medium too customers have questions and issues that they want you to resolve. They also need opinions and proper guidance. In fact in this virtual medium, customers are more demanding and in need of assistance. That is the reason why it has now become compulsory for online shops to provide a meticulous customer service which is fast, smooth and reliable. Bad customer service means bad consequences When customers are not getting what they want from you, they would rather shop from another brand that does fulfill their demands. If you fail to provide a quick and real time assistance you will add in to your customers’ frustration making them leave an association with you. In a study by LiveAdmins, it was revealed that a majority of online shoppers leave a website empty handed because they cannot find what they are looking. In a similar study it was shown that a large chunk of your customers will leave your website and move on to your competitors if you have a poor online customer service. Since the competition today is tough, more and more online companies are emerging in the market, your customers would not have trouble finding your replacement. Therefore bad online service will result in not only the loss of your customers but your business as well. Ways for providing a smooth customer service To make your online store shine and to provide your customers with convenience, here are three ways by which you can enhance your online customer service: •
Provide live chat service
Live chat support is currently the fastest and most reliable channel of customer communication. It adds a human element to your web store by providing a fast, real time and two- way conversation platform. Your operators act as real time sales assistants who help your visitors in all the stages of online shopping. And, whatever issues and concerns your customers have can be solved instantly with the help of this medium.
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Have an elaborate FAQ page
Even if you have a live chat support service, you need to have a good FAQ page on your web store. A majority of visitors still consult this page, therefore Your FAQ page should cover a vast range of questions and all your answers should be well written and explained. Everything customers would want to know should be in this page. •
Quickly reply to emails
Email is still one of the main channels of customer communication. Therefore, slow email replies count as poor customer service. You must device a system through which your agents quickly respond to a customer email. Since a majority of customers still use email to get in touch with you, you must be quick in your responses. Good online customer service is essential for any online business to grow. Through live chat support, a comprehensive FAQ section and quick email replies you can lift up your online service and earn customer trust.