Online shopping is increasing every day. Therefore, here are some online common customer service blunders that you should avoid at all costs.
Consumers all around the world are becoming increasingly reliant on the convenience of online purchasing. If you own and operate an online store, there are certainly a number of other stores that sell products and services that are comparable to yours. One of the most effective methods to differentiate yourself from the competition is to provide great customer service. Therefore, listed below are some common customer service blunders that you should avoid at all costs.
Blunder #1. Hiring the wrong people for customer service.
When it comes to providing excellent customer service, hiring the right kind of people is critical. Communication abilities are one of the most important characteristics to look for in a candidate. Therefore, make sure that you are finding people who are fluent in their speech. In addition, it’s important to look for people who pronounce words clearly and correctly.
Apart from that, these candidates should be able to communicate effectively through writing. In addition, customer support representatives should have a basic awareness of technology. They should be fluent with things like email, various apps, and social media platforms. However, the good news is that there are now various employment platforms that can help you. They can assist you in quickly and easily finding the right employees for the right job.
Blunder #2. Contact information that is not easy to find
Your ecommerce website should include a ‘contact’ button. However, that link should be one that is prominent and easy to find on all of your navigation pages. Instead of being below the fold, it should show above the fold. That way, visitors can see it immediately without having to scroll down endlessly.
As a result, customers will be able to contact you more easily. Then, if they have any questions or complaints they don’t also have to deal with an annoying feature on your website. Unhappy, visitors will leave your website if your ‘contact’ button is either invisible, hard to find, or hidden in an out-of-the-way place. As a result, you may end up losing a large number of potential customers.
Blunder #3. Response times are excessively long
When customers contact you with questions or complaints, they expect to receive a prompt response to their inquiries. Therefore, if you are taking an excessive amount of time to respond to their messages, you will come off as uncaring. In addition, if you are too slow to answer their phone calls, they will have an unfavorable opinion of your company as a result.
Aside from that, if you are making your customers wait for you, you stand a good chance of losing them to your competitors. According to studies, approximately 88 percent of customers are less likely to conduct business with a firm if they believe they are being neglected on social media.
Customer questions should, therefore, have a top priority in your business. The best time to reply to customers is as quickly as possible. This means that you respond preferably within 24 hours of receipt of the inquiry. As your company grows, you may want to explore providing customer assistance 24 hours a day, every day.
Blunder #4. There is no live chat feature available
Customers can communicate with customer service representatives easier and more promptly by using the live chat functionality. This is especially critical when a customer is on the verge of making a purchasing choice.
However, in the absence of a live chat button on your website, you may lose some business. While waiting, some of your visitors who require a quick response are likely to look for other possibilities on another website. Consequently, to increase conversions, ensure that your website includes a live chat feature.
Blunder #5. Having a negative attitude toward employees
When customer service representatives are happy in their jobs, they are more likely to deliver superior customer service and less likely to commit any serious customer service blunders.
Employers can increase employee happiness in a variety of ways. This may include creating a favorable working atmosphere and offering a competitive wage. Furthermore, investing time and money in their training and growth is an excellent way to let them know that you care about their career. This, in turn, leads to a happier, more content employee.
Additionally, it’s important to make certain that all employees are familiar with their job descriptions. Another way to help is to adequately inform employees about all the criteria that you will be using to evaluate their overall performance. Finally, don’t forget to reward employees that go beyond their job responsibilities on a regular basis.