Customer service can make or break a company. Even if you have a stellar product, if your customers don’t get the service they need, they might just go looking elsewhere the next time they shop.
When it comes to getting questions answered or problems addressed, there is one thing that virtually all customers have in common. They do not like to wait. That is a reality every company needs to know and address. This is especially true for eCommerce companies.
So if your growing company doesn’t have 24/7 eCommerce customer service, it is time to get it in place. Here are some key reasons why.
Customers Don’t Like to Wait
If a customer has an issue, that issue needs to be addressed as soon as possible. Anytime customers of yours take the time to call your company, the reason for their call will be important to them. It might seem unfair, but not being available for their call because it happens to be after hours will make it seem to them like their issue is not important to you. That is bad for business. As far as they are concerned, each customer is your most important customer. By having 24/7 eCommerce customer service, you make a huge difference to your customers just by being available. That accessibility will instantly score points with your customers.
Meet Expectations, Then Exceed Them
People will expect to get through when they call your business. That is the expectation you can meet anytime with 24/7 eCommerce customer service. The next step is to go beyond that basic expectation by being immediately accessible during that time.
Your customer service team needs to have the capacity to meet incoming call volume so customers don’t have to wait a long time on hold. So make sure you have enough hands on deck to meet your customer service demands. If you do this, you will again score points with your customers. They will have confidence in a company that responds to them anytime and without much delay.
Good Customer Service Leads to Repeat Business
The big benefit from implementing 24/7 eCommerce customer service is to retain customers. Each interaction your business has with a customer is a chance to sell them on your company. If a customer has an issue and gets good immediate service, he or she will be much more likely to buy from you again.
The eCommerce industry is competitive no matter what you sell. To give your company an edge, make sure you have the best eCommerce customer support you can get. The first step is to be accessible to your customers 24 hours a day, 7 days a week. They will expect nothing less.
Being accessible is important. It is also important to provide good service when your customers call. So make sure you have a well-trained customer service team on your side. Experienced professionals will make sure your customers get the answers they need. They will also help ensure that your customers come back again.