If there’s one element that can elevate an average shopping experience to the highest level of satisfaction, it’s probably the customer service that companies provide. Therefore, in this article, we will review them Basics of customer care so that they keep coming back to your business and even want to recommend you to others.
Also, we will see some tips and guides so you can do it Optimize your e-commerce and prepare it in such a way that it efficiently channels all requests from your customers.
Let us begin. 🙌
6 tips to serve a customer well
When it comes to providing optimal customer service, there are general practices that can be applied in both virtual and physical stores because they go beyond the concept of “selling” and are simply about serving a person in every interaction and to serve well in any context.
So, How do you serve a customer? Next, we will expand on these 6 infallible strategies to provide an unforgettable experience:
- Personalize the interaction
- Focus on their needs
- Show initiative and actively offer help
- Be quick and decisive
- I have conveyed a professional image and demeanor
- I measured customer satisfaction
Let’s look at each one in detail.
1. Personalize the interaction
One way to personalize how you treat your users is to address them by name. Whether it’s via chat, email, phone call, or in person, it’s good practice make them feel like you know them.
2. Focus on their needs
Focus on what users expect from your brand and avoid diverting the conversation when the customer or potential customer’s need hasn’t been clarified. Listen or read their request carefully and provide answers and solutions that focus on that request.
When asked about a product or service, don’t try to rush the customer into making a purchase without really understanding what they need first.
3. Show initiative and actively offer help
It’s true that no one likes an overly pushy salesperson just when we’re entering a store or store chatbot very invasive once we open an online store. However, it’s excellent practice to greet the user warmly and subtly let them know you’re there to help.
Likewise, having the ideal sense of smell and the right timing to do so is crucial approach with suggestions when you see it going through an area of your business or browsing a specific category of your ecommerce. You can let them know you have a special offer on the products they are looking at and in the case of the virtual store apply promotions from remarketing.
4. Be quick and decisive
To the best of my ability I replied directly to the user’s request and then, if necessary, explain the context. This way you save time with your customers or potential customers and they will thank you.
5. I have projected a professional image and demeanor
In terms of image, try to keep your space – physical and online – clean and attractive. Use in case of virtual stores banner Eye-catching and images that show the full potential of your product or service.
If you only sell online through social networks or WhatsApp, it’s time to create an online store, as this is a channel that brings professionalism to your brand.
Another aspect you need to take care of in order to convey a professional image and demeanor is the language. If you sell products or services that require very technical words or phrases to describe them, try to simplify them without making them work amateurbut be as clear and concise as possible.
In the same line of professionalism in customer service through language, Avoid the word “no” and look for alternatives if there are any. Respond honestly to your customers’ questions, and if you don’t have a way to solve their needs right now, use this great opportunity to analyze whether your company can – or should – develop a product or service that responds to the nature of the case.
6. I measured customer satisfaction
Establish indicators that allow you to accurately measure how customers value your service.
The most important key figures for measuring customer satisfaction are:
- Average Wait Time (TME)
- abandonment rate
- Mean Attention Time (TMA)
- Mean follow-up time
- Exchange rate
- Direct evaluation
💡 We’re sharing this article so you know in detail what each of these metrics is about.
Lastly, use the Net Promoter Score, also known as NPS survey, a system for measuring customer satisfaction. Its acronym in English refers to a score that helps to know how much a customer can be a brand promoter.
Why optimize your shop?
Basically, because with it you:
- Reduce customer waiting time and make sure he can find the support without wasting time looking for hidden information.
- In some cases even solving the problem, because a simple FAQ page (frequently asked Questionsi.e. Frequently Asked Questions) can successfully drive users to your website.
- Build credibility for your brand because your audience knows they can count on your team for quick help.
Ways to serve the customer in your e-commerce
There are three ways to offer customer service in your online store:
- With a Contact form.
- Through a FAQ page.
- Through a online chat.
This tool facilitates communication through one of the traditional service channels: the e-mail.
with form The customer can send you a message without leaving your page and with the option to enter your own email address to receive your reply. Therefore, the form must contain all the required fields so that you can be contacted later and receive the necessary assistance.
These fields are basically: the customer’s name, email and phone number, plus an additional field so you can describe the situation you are contacting about.
If you have a tiendanube, this form is already ready and available in all templates from the contact link. If you receive a message, you can see it in your admin in the “Requests” section.
We will show you an example of Tiendanube’s contact form Lemonade:
Next to a contact form It is important that you create a FAQ page.
If you are using Tiendanube, in your admin, click on “Design” > “Pages” > “Add New Page” and there you can access a predefined model of frequently asked questions.
Think of the possible doubts your customers might have in relation to payments, deliveries, changes and returns of your products.
It’s important that you write all content in a “question and answer” format, as if your client were actually having a conversation with someone on your team. Star questions too so people can find them easily and Add images and informative links if you think they can enrich the information.
Look at the Nube Store example oh my company:
This is the perfect tool to serve the customer easily and quickly because enables instant conversations.
It’s important that you choose a service that allows you to embed the message box directly on the main page of your store so that users have it available as soon as they enter, such as B. the tool Olark.
If you don’t want to invest a budget in your store’s online chat, Olark also offers a free version This has some limitations but may be sufficient for your business needs. Worth watching!
You can also opt for tools like WhatsApp for Business that will allow you to automate, organize and quickly reply to the messages you receive in your online business. The above Nube stores are already using it, check out how the logo appears on their pages!
Now you know how to equip your shop with an online chat, a contact form and an FAQ page. The last thing you should do is leave all your contact information prominently on your page: your social media profile, email, phone number/WhatsApp and physical address (if you are local or showroom).
If you have a Tiendanube, you can enter all this information from your admin by clicking Design > Contact Information.