/ 5 common obstacles within customer service
Alexander Wijninga
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5 min
As an online retailer you naturally want to achieve the highest possible turnover. You achieve this by responding to your customers' needs and by working as efficiently as possible. But how exactly do you do this? The golden formula for success varies for every company, yet there are obstacles that come back often within e-commerce. In the overview below you can read which mistakes these are, and how you avoid making them. Would you like to know how to get your webshop performing optimally? Read this blog and discover where you can still improve.
A large range offers your customers plenty of choice. This is pleasant, but it is also overwhelming. When your customers have to make too much effort to find the right item or the right product specifications, your bounce rate goes up. Your customers move to a competitor sooner and you miss out on leads. Follow the three tips below to make an immediate difference to your webshop conversions.
As a webshop you want to give your customer a shopping experience comparable to that in a physical shop. Make sure the important aspects of your product are clearly shown in the photo. This way your customer quickly finds what he or she is looking for.
When you are looking for a new laptop as a customer, you often compare the price on different websites. Here you of course also want to see the product specifications clearly next to the price so that you see straight away what the price is based on. Make it clear for your customers and simplify their comparison process.
By offering your customers sales assistance straight away you prevent your customers leaving their shopping basket behind full. On a large scale this is a challenge, though. Have you ever heard of an “online personal shopper”? When you use one you deploy a chatbot to guide your webshop visitors through their purchasing process. Your chatbot then sends relevant product information to your customers and helps them find the right product at scale.
The response time of your customer service is one of the most important measuring points for offering good customer service. Did you know that 64 percent of customers expect an immediate response time? With the help of modern technology, customers expect more from your service. But how do you meet this expectation?
A chatbot makes sure your website visitors always have a point of contact, outside office hours too. Your chatbot not only offers sales assistance, but also helps your customers with processing returns, for example, or supplies your customers with relevant information. The chatbot answers up to 100 questions at once in a matter of seconds. By deploying a chatbot you are available 24/7 and stand ready with a good service.
With a live chat on your webshop you easily come to your customers' aid. Your website visitors send a message in a low-threshold way and do not have to wait long on the phone. Guide your customers through their purchase or send them to the right page. On top of that, as a member of staff you easily switch between conversations. By placing a live chat on your website you offer a good service in a low-threshold way.
When your returns policy is not clearly stated on your webshop you lose potential customers. Did you know that more than half of Dutch shoppers look at the returns policy before making a purchase? As a retailer you of course want as few returns as possible and you want to process the returns you do get as cleverly as possible. It is therefore of enormous importance to run a customer-friendly and clear policy.
Besides the fact that you want to place your returns policy clearly, you also want your customers to see the information they are looking for easily. But what are they looking for? According to research by Sendcloud, your customers mainly want to know when they will see their refund back in their account. On top of that they want to know the general returns period and they like to read whether there are costs attached. Dutch consumers also expect the webshop to cover the return costs. By communicating your returns policy clearly and covering the return costs as well, you raise your conversion.
Always include in your returns policy:
The refund of the purchase amount
The returns address
The returns period
Any extra costs
When you have a successful period you naturally want to know the reason for it, so that you can use it more often in future. To determine whether your efforts produce results, you have to start measuring your changes and results. Only when you measure do you know which actions are successful. Use the following tips for a measurable webshop.
Discover which purchasing policy you should run, which landing pages are most successful and which blog articles land best thanks to Google Analytics. Look at where and when visitors are on your website and use this data to keep your visitors on your webshop as long as possible.
Here too a chatbot supports your webshop. Because your chatbot requests important information from your customer during the purchasing process, you get a clear customer profile. You determine yourself which data your chatbot requests. This is later stored in a CRM, which means you know exactly who your webshop visitors are. This way you get a picture of your previously anonymous webshop visitors.
A scalable webshop is able to raise turnover in a relatively short time. When your internal processes do not run optimally, you work against your own scalability. Webshops that are based on scalability from the start work a good deal more efficiently and more cheaply. But how do you make sure your webshop is scalable? You can read it below.
How do you answer your customer questions? Answering customer questions manually takes up a lot of time. Fortunately modern technology lends a helping hand here. Above you read a few advantages of chatbots; one of the biggest advantages of chatbots is scalability. A chatbot is able to help up to 100 customers at the same time. Imagine how much time you gain with this as an entrepreneur. Invest in the right technology and see your company grow straight away.
Did you know that customers use an average of 10 channels to get in touch with a company? So make sure that as a webshop you are reachable on your customers' favourite channels. A chatbot supports you in this: it is present on all your customers' favourite channels, without you having to keep up with every channel separately. This way you achieve maximum results with a chatbot.
The success behind a well-running webshop lies in service, scalability and customer-friendliness. By making your webshop measurable you know exactly where you perform well, and where you still have ground to gain. Would you like to see how the platform works yourself? Try it yourself and create a free account.
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