Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
EXECUTIVE MEMBER
Ary Maulana
Officer Call Center Operation
204
MEMBER
Yudha Satya Perdana
Service Quality & Development Head
3

The Importance of Stellar Customer Service for E-Commerce Businesses - A Better Answer - ContactCenterWorld.com Blog

The Importance of Stellar Customer Service for E-Commerce Businesses

It’s no secret customer service is important in any industry, but as the e-commerce space continues to grow, it’s even more important in this space to offer a stellar customer experience.

In 2020, e-commerce revenue (partly as a result of COVID-19) brought in a staggering $175 billion, and the Statista Digital Market Outlook estimates that by 2025, revenue will increase to $563.4 billion dollars.

When switching to a competitor is as easy as a click, retailers have to go above and beyond with customer service to set themselves apart.

If you’re an e-commerce retailer, here is what you can gain by providing excellent customer service and five ways to improve your customer experience processes for an increase in sales and satisfaction rates.

What Excellent Customer Service Can Do for Your E-Commerce Business

An excellent customer service experience feeds into your marketing strategy. When your customer is happy, you build trust and lifelong loyalty. Here are ways that a great customer experience can benefit your e-commerce business.

Build Brand Advocacy

Helpful customer service naturally builds brand loyalists.

The more customers trust your brand and the more sure they are you will resolve their issues, the more likely they are to continue using your product or service.

Customers want to feel valued, and valued customers build brand ambassadors.

Building brand advocates and customer loyalty will help increase revenue. On average, retaining customers is five times cheaper than acquiring new ones, so pleasing your current customers is crucial for business growth and success.

Brand advocates are often motivated to leave good reviews online and spread their happiness via word-of-mouth. The majority of online users will trust online reviews just as much as they would from a real-life friend, and 93% of consumers say that online reviews influenced their purchase decisions.

Helps Guide Prospects Through the Buyer’s Journey

Attentive customer service reps and brands readily available will help guide potential customers through the buyer’s journey to their purchase.

Suppose a potential customer has questions about your product, shipping or returns, but doesn’t have someone to ask. In that case, they will likely go to another company to purchase instead of waiting 24–48 hours for an answer from your support staff. Being available when prospects need you is crucial to profitability. 

If you’re unable to provide customer service help 24/7, try providing blog posts, resources and FAQs that are easily accessible on your website. Providing helpful information about your processes or commonly asked questions can help prospects naturally move through the sales funnel.

Displaying commonly requested information will increase the likelihood that prospects purchase from you instead of turning to a contact form.

Increase Sales

A great product is not the only thing you need to increase sales; customer service plays a vital role as well. 86% of customers will pay up to 25% more when they have a good experience with customer service.

Business growth is a collective effort of many factors, including marketing, advertising, customer service, and an easily accessible website.

How To Provide Great Customer Service for Your E-Commerce Business

An okay customer service experience won’t cut it anymore; you must provide an excellent, helpful, and friendly service.

Offer Easy Returns

One of the biggest hurdles potential customers face when contemplating an online purchase is the return policy — or lack thereof.

If a shopper is unfamiliar with your brand or the quality of your product, it’s unlikely they’ll purchase from you if your return policies are strict, confusing, or non-existent.

Instead, make it easy and enticing: offer free shipping. 

Approximately 15–30% of customers return products. While this isn’t ideal, offering the policy will make prospects more comfortable buying from you.

Why do you think people love Amazon so much? One of the reasons is their quick, helpful customer service with an almost no-questions-asked return policy. Amazon makes returning a product simple — almost enjoyably so.

Make Their Shopping and Support Experiences Personal

To stand out from your competitors and provide an excellent customer experience, make your communication with your customers personal. While greeting your customers and prospects by their name helps add a degree of personalization, it is not the only way to do so.

Try offering a rewards program for loyal customers, upsell products your customer would be interested in and remind users of products they previously engaged with.

Winc is an excellent example of personalized customer service. Winc is an online wine delivery service and over time, their recommendations change for each user based on their previous wine purchases and ratings. 

When you order from Winc, you have an option to rate the wines you received, and it connects to your Winc profile. When their algorithm gets a better sense of what wines you like and dislike, they will make suggestions based on your preferences. It’s a great way to bring customers back for more. It shows you value their business and are interested in providing products they truly want.

If the customer starts talking to you about where they live, ask about it. It’s okay to add a personal touch and go “off-script” to add a personal touch and build a connection.

Gather Customer Feedback

Gathering customer feedback is one of the best ways to improve your customer service experience.

Collecting feedback straight from the customer’s mouth is the best way to see where your customer service is excelling or falling short.

If you find out many customers have issues with your loyalty program, you can brainstorm ways to fix it. If you discover your customer service chat help is getting endless poor ratings, it allows you to resolve the issues and make a better experience for your customers.

Provide Around-the-clock Help

Customers don’t want to feel like they have to go out of their way to get ahold of you.

Offering 24/7 help on multiple platforms (phone, email, chat, etc.) is the best way to make yourself available to your customers and prospects when they need you.

For many businesses — especially smaller ones — providing continuous customer service is not feasible. To help staff your stations, consider A Better Answer - hiring an answering service.

A professional answering service can answer customer inquiries and concerns past 5 p.m., on weekends and on holidays — all times when your in-house team may not be available.

Leveraging Customer Service To Improve Your Business

Offering exemplary customer service can be difficult for smaller businesses but should be a top concern for any company.

Providing grade-A customer service will help build brand loyalty, increase sales and boost your reputation.

If you don’t have the bandwidth to provide the customer service you want, an answering service can help. If you choose to go this route, there is A Better Answer and here are some things to look for in an answering service company to ensure you pick one that complements your business.

Publish Date: May 25, 2021


2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

8.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021
How To Provide 24/7 Customer Service Without Working Around the ClockJuly 22, 2021
How AI Is Changing the Customer Service SpaceJune 28, 2021
Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021
6 Most Common Call Center Myths DebunkedJune 21, 2021
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31624 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =