24/7/365 Customer Care.
Why is e-commerce answering service imperative to your business?
1. Products will be forgotten, and service will be remembered.
As Maya Angelou, Poet Laureate of the United States, said, people will remember how you made them feel; not what you gave them, did for them, or told to them.
For example, you sell hundreds of products, and Customer Service is the single uniting touch point for your customers. Your online shoppers do not have any physical interaction with you or your brand. Any personal connection is a priceless opportunity to show how much you genuinely care.
Customers search online for products, information, and solutions to their problems, wants, or needs. A 24-hour answering service reduces your customer’s uncertainties, solves potential problems, answers common questions, and sets clear expectations. A live 24-hour answering service is the only solution that fits all.
Regardless of your level of Customer Service, at the very minimum, a business always needs to provide a direct way for Customer Support. A dedicated phone number or an e-mail will be the best way to make your customers feel cared for and heard. When customers want to take care of a challenge, they typically want to speak with a live person and a person that can help them now. If your customer service exceeds expectations with a live professional 24-hour phone answering service as part of your solutions – you will earn yourself a loyal customer. This interaction will be remembered.
2. The best Customer Service builds Raving Customers!
Loyalty is rare in e-commerce commodities and a significant determinant of sustainable e-commerce success. Being able to generate loyal customers reliably will give you a competitive advantage. The market is full of competitors; if your Customer Service fails to provide a positive experience, online shoppers can visit one of your competitors. E-commerce brands need to work harder than any other business to retain customers and develop trust, as it is too easy for your online shoppers to leave without you even noticing or any reason given.
3. Direct inquiries are the only contact way retailers have with customers
Each of us has dealt with customer issues and problems at one time or another. When these issues and problems arise, we have an opportunity to show how we meet the challenge. We want to ensure that the customer is satisfied, and from a customer’s point of view, this is a make-or-break moment for your business. Potential customers can buy products worth hundreds or even thousands of dollars annually. This service interaction could be between tens of thousands of dollars in lifetime value – or a negative social media review or an e-mail unsubscribe. E-commerce is not set-n-forget. 24-hour answering service is the only way to meet all of the above Customer Service objectives cost-effectively.
4. Customer support can make or break your businesses reputation
Social media allows disgruntled online shoppers an immediate public forum to voice their discontent for their world of followers to see. If your customer support fails to live up to expectations, you can plan on your business receiving negative reviews on social media.
If your e-commerce business provides the best customer support in your industry, you have an easier time developing loyal customer relationships and generating regular repeat sales with a live phone call answering service.
Call 24 Communications today, and let us help you support your customers.