The quality of service is becoming an increasingly important criterion for choosing a particular company by customers. At the same time, the phenomenon of social networks has taught them that any communication is becoming more immediate and personalized. Online stores must be sure to keep these communication trends in mind in order to identify and satisfy the needs of existing customers and reach new ones. Today we will tell you about the value offering top-quality customer support can bring.
One of the hurdles e-commerce businesses constantly struggles with is that customers are always on the fence about making a purchase. Basically, they are hesitating because they are not able to physically hold an item in their hands and, for example, try it on or inspect the item from many different angles. Therefore, because of all of this, they don’t know how much they can trust the item description or your business in general. If there was someone they could call or send a message request to answer all of their questions, this would make all of the difference in the world.
It should be noted that instilling trust in your customer is of the essence for e-commerce platforms that have just recently entered the market. Most people will trust Amazon or eBay simply because they are huge companies and well-known brands. By offering top-quality support, you are providing the same level of trust which will help you compete for that market share.
Reduce Return and Refund Headaches
This is another one of those problems that a lot of people don’t think about, but play a great role to the consumer in deciding whether or not to make a purchase on your platform. In fact, a recent survey showed that 63 percent of American consumers check the return policy before making a purchase.
While you will always have to deal with returns and refunds, you can help your customers and yourself, by being open and transparent about these processes. Basically, if you have dedicated agents who will be responsible for handling refunds and returns, they will be in a better position to communicate with the customer and offer more knowledgeable feedback and responses. This way, even though the customer may not have been satisfied with the products, at least you will be able to win them back for future business with excellent customer service.
While many executives usually don’t see a correlation between customer service and revenue, increasing the quality of your support can definitely help you increase your bottom line. For example, acquiring a new customer can cost five times more than retaining an existing customer. In addition to this, your success rate for selling to an existing customer is between 60-70%. If you are selling to a new customer, this rate drops to 5-20%. These are just some of the many statistics that show the monetary benefits of retaining your customers, which becomes much easier when you can offer them a personalized experience.
Therefore, don’t think of customer support as just another cost you have to absorb. But rather think of it as an asset that will pay off in the long run.
Distinguish Yourself From Your Competitors
Poor service is one of the biggest pain points customers are dealing with and they are looking for companies that get their frustration. They don’t want to wait 20 minutes on hold or wait for their chat request to be answered. Imagine being able to take all of the negativity other companies are projecting onto their customers and just make it disappear by providing excellent support. Think this will separate your business from the competition? You bet! Consider the following statistic: 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Since you and your competitors are vying for the business of the exact same customers, you will have a decisive advantage in winning their business.
Trust Pexly With All of Your Customer Support Needs
While there are many benefits your business can reap from offering top-quality customer support, you will need to hire a trusted outsourcing provider to help you set up your team and make sure the actualization process runs smoothly. Pexly has extensive experience in setting offshore customer support teams of all sizes and complexities and can come up with a solution that will meet your needs. Contact us today to learn more about how we can help you.