When your business is on a low budget, there are probably several functions that are high-priority when allocating funds. Of course, your product team could use some financial assistance and marketing -- especially advertising -- could always use a little padding.
Contrary to popular belief, your customer service team should be just as important -- if not more important than -- as your other teams. After all, it's the direct connection between your customers and your business.
Customer service is importance to your business because it's retains customers and extracts more value from them. By providing top-notch customer service, businesses recoup customer acquisition costs and cultivate a loyal following that refers customers, serves as case studies, and provides testimonials and reviews.
The prevalence of ecommerce businesses is spreading wider and wider, as consumers are finding it more convenient to shop online. Regardless of whether your business has a brick and mortar location or is strictly online, it’s imperative to have a robust customer service system in place, whether it’s in the form of a chatbot or a 1-800 help line.
Many ecommerce companies are improving communication with their customers via email, installing online chat software, and engaging on social media as well as review sites.
It’s also important for small businesses that operate exclusively online to clearly display their email address and phone number on their homepage to make it easily accessible for customers to reach out to a representative to discuss their questions or issues.
Not having a brick and mortar store they can visit if they can’t get a hold of someone over the phone eliminates the convenience and security on which customers once used to rely. Do your best to mitigate those fears by ensuring someone on your staff will always be available whenever something comes up. Not doing so creates a larger risk in losing a conversion on your site.
It's undeniable that a well-trained, positive customer service team can make your company the best version of itself. Their ability to communicate directly with customers can totally revolutionize your company and grow your customer base.
Help your employees feel more motivated and emphasize how important customer service is to the organization by rewarding them for exceeding customers’ expectations. Depending on what your small business can afford, have spot bonuses or gift cards prepared to incentivize your customer service representatives for keeping up the good work and creating an unrivaled company culture.
Ecommerce companies have the advantage on setting the standard for customer service by approaching it from an analytics standpoint. It’s easier to monitor customer experience metrics in an effort to constantly deliver improved and updated solutions that make for a smooth customer experience.
Ultimately, your customers are your bread and butter. Invest time and effort in crafting the most wonderful customer experience to set your company apart from those that don’t understand the true value of customer service.