Excellent customer service is essential for any business that wants to thrive, but it's especially important for companies that rely on e-commerce. In a physical store, customers can get an immediate idea of ​​the quality of your products and services. Online, they have to rely on the website, reviews, and customer service to get an idea of ​​the brand. That's why offering good customer service is key to turning one-time buyers into lifelong customers.

Here are some ways to use customer service to convert repeat customers:

Facilitate contact between your customers and your brand.
The first step to providing good customer service is to ensure that your customers can contact your brand when they need it. This means having multiple communication channels (email, phone, live chat, etc.) and making sure someone is available to answer questions quickly. Nothing frustrates customers more than not being able to reach a person when they need help.

Train your employees appropriately.
The team that makes up your. Brands are the face of your company, so it is important that they receive proper training on how to handle customer inquiries. They should be friendly and helpful, but most importantly, they should know the products and services well. The last thing you want is for a client to ask a question that you don't know how to answer.

Follow up with customers after the purchase.
Once a customer has made a purchase, don't just leave it there. Follow up afterwards to make sure that you are satisfied with your purchase and that everything has arrived as expected. It is a great opportunity to establish a good relationship and show your customers that you care about their satisfaction. You can even offer them a discount on their next purchase as an incentive to come back soon.

Offers multiple customer service channels
In today's digital age, your customers expect to be able to contact your brand 24/7, and they should be able to do so. Make sure you can offer this customer service at all times: by phone, email and live chat, WhatsApp. This way, your customers will have the flexibility to contact you in the way that is most comfortable for them.

Lean on technology

While it is true that human agents are available to work 8 hours a day, if you are a brand that serves different time slots, that customer service could fall a little short. Through technology you can now implement cyber agents that you can configure to serve your client 24/7. Use artificial intelligence to create agents that are capable of understanding what your client is looking for and can offer them some type of solution or recommendation until it can reach the hands of human agents. Artificial intelligence chats can be of great help for this type of eventuality.

Automate and understand your customers

It is important to have your customers well identified to be able to offer them good support. There are technological platforms that support data-driven customer service, which allow you to know each customer profile so that when they need help, you know if they have had interactions or incidents. with your brand previously. We share a list that you should take into account when offering support to your clients regardless of the channel where they are contacting you. A good practice is to consider the entire context of the client before writing a response:

Has this customer written about this problem? Other issues?
Is this customer a frequent buyer or a first-time buyer?
Does this customer have an order pending delivery?
Is this customer an active subscriber?
Has this customer left reviews? Are those reviews positive or negative?

For example, if you are replying directly on WhatsApp, to find out all this information you will have to search a large number of applications to find this data: your e-commerce platform, your subscription application, your reviews application, etc. Over the course of a day, this can eat up a ton of your team's time.

However, if you use a help desk like Gorgias , you'll have the entire order and customer conversation right next to the WhatsApp chat window.

Take advantage of social networks.
Social media is a powerful tool that can be used for much more than promoting your products and services. It's also a great way to provide quick and easy customer service. Platforms such as Twitter, Facebook, Instagram allow you to respond quickly and in real time to the questions and concerns of your clients and potential clients who are trying to get an idea of ​​your company and products.

By following these tips, you can turn your customer service team into a powerful tool for turning one-time buyers into lifelong fans of your brand. You have to know how to take advantage of the contact opportunity you have with the customer to offer brand experiences that allow them to choose your brand again and again over your competition.

Adequate customer service is a great differential for your brand. That is why you have to be prepared for all types of cases that the client may have with your brand and be able to offer solutions. No matter how difficult it may seem, there are always ways to solve problems and offer good experiences to your clients. Remember that the customer experience is perceived in all the channels that the customer interacts with your brand, therefore, it is essential to take care of each channel to offer uniform experiences, enhancing the omnichannel experience, and what is more important than taking care of and taking advantage of customer service? customer to offer unique experiences with your brand,

At Webmefy, we are committed to customer retention to promote sustainable growth of eCommerce brands. This way we help make profitable the acquisition investment that is becoming more expensive every day. If you need help with your growth strategy, we can help.