/ The ROI of good webshop customer service
Alexander Wijninga
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4 min
Outstanding reviews, sky-high customer satisfaction and plenty of word-of-mouth: that is exactly what every company wants to achieve. How do you achieve this? By offering rock-solid customer service. Customer service is your webshop's first point of contact and is therefore very important. How you deploy your service successfully and what exactly it brings you, you can read in this blog.
A lot of attention has been paid to a good customer experience, and it usually consists of various components. We have lined these components up for you below! Read the points carefully and implement them in your customer service.
In a world where all the information you look for is to be found at the push of a button, it is more important than ever to respond quickly to your customers. Research shows that 53% of consumers on Twitter expect to be dealt with within an hour (UseResponse, K. Savage). It is therefore necessary that you pick up conversations as fast as possible: work from a clear system, in which it is clearly indicated who responds to which customer question. Do you want to work even faster? Then automate all your first-line customer contact with a chatbot.
The modern consumer uses various social media channels, and probably also has a preference for one channel over another. To offer a personal, fitting service it is important to be reachable on that channel. To make things easy for yourself and avoid having to switch between all the different social media channels this world is rich in, there are various tools available that bundle all your customer contact into a single piece of customer service software. That way you are reachable on all the popular channels, but you have the ease of use of a single clear conversation overview.
Listen to your customer and implement their feedback in your customer service. Carry out a customer satisfaction survey once a month or once a quarter and ask where your customers see room for improvement. “One size fits all” does not exist when it comes to customer contact, which is why it is important to look at what your customer considers important. By adding a small feedback form at the end of a chat conversation or asking a few questions at the end of a telephone call, you can learn a lot about your customers!
Good customer service matters because it plays a crucial role in your customer satisfaction. Customer satisfaction in turn influences how many loyal customers you ultimately retain. Loyal customers increase your profit for various reasons: the set-up costs for bringing these customers in are many times lower than for new customers, loyal customers are willing to pay more, and they often bring in new customers through word of mouth. When your customer service is not properly in order, this can therefore have disastrous consequences for your reputation and customer retention. 70% of consumers say they switch to a competitor when they are dissatisfied with customer service.
The Return On Investment (ROI) of good customer service is large. You see your turnover rise and you will find that you build a bigger customer base in no time. Customers get a good picture of your brand through the way you (and your team or chatbot) deal with them. To give a better picture of what the ROI of good customer service involves exactly, here are some relevant figures about it (A. Insight, 2020):
97% of consumers say they share excellent customer service experiences with other people;
59% say they would try companies other than their current favourite if those offered better customer service;
70% of consumers are willing to pay more money when good customer service is present at the company they do business with.
A perfect example of excellent customer service is Coolblue's. The company is known for its high customer satisfaction and humour. As stated on their website: “customer satisfaction is an obsession for us”. The secret of their customer service is constantly asking for feedback and improving the service on the basis of it. Coolblue's strongest point is the humour in their webcare, as in the photo below. Because customers are so satisfied, their turnover grows exponentially.
Another example of outstanding customer service is bol.com's. Bol.com goes a step further still: they are reachable 24/7, 365 days a year. They achieve this because they are supported by their loyal digital colleague: chatbot Billie. This immediately removes the modern consumer's number 1 complaint: irritation at long waiting times.
The SIM-only and prepaid provider Simyo is praised for its good customer service. The company's slogan is: “you happy, we happy”, and they put the focus on customer service to achieve this. There are always staff available who are trained to keep the right tone of voice. Those staff sit together in one room, so that they can take action quickly when a customer needs more attention. KPMG explains Simyo's success as follows: “Simyo staff believe that customer excellence should be the ultimate goal of all their daily professional activities.”
A chatbot like chatbot Billie is easy to build yourself if you use a chatbot platform. You determine yourself how the conversations will run and easily take conversations over from the chatbot when it does not know the answer. A platform on which you easily build a chatbot and implement it on all the popular social media channels is Watermelon. With Watermelon you easily manage all your customer contact and raise your customer satisfaction in no time. Would you like to see how various companies improve their customer service with a chatbot? Then download our whitepaper.
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