Quality takes precedence over cost
Manning a customer service with well-trained employees. Doesn’t that cost too much money? Yes, customer service with real employees costs money. But it also gives you something, maybe more than you think. Also, think about your own experiences with chatbots. Have I been helped quickly? Did I have “warm contact” back then? The use of chatbots may be cheaper in the short term, but does that have a positive effect on your conversion? As a rule, good quality customer service, staffed by real employees, will ultimately lead to more sales. If you have a choice, choose quality over cost reduction.
The importance of accessibility
Most
webshops take orders until late in the evening or are open 24 hours a day. That’s great for your customer, but what if your customer has a question about a product or order at ten o’clock in the evening? Can you be reached? Imagine that your customer can’t come to you with his or her questions at that time. Chances are that the customer will cancel the order at that moment and you will see a sale go by your nose. That is of course annoying. Therefore, make sure that your customer service is available when your customers place orders. Use your statistics (e.g. Google Analytics) to see when your customers are online. For example, is it possible to have an order the next day if you order before a certain time? Then make sure you have good staffing of your customer service around this time. Many customers order at the last minute and want to be helped well.
Live chat
Websites that come into direct contact with their potential customers often sell more. If a new customer comes to your website and can ask these questions via a
live chat, you increase the chance of this contact and sale of your service or product. A live chat is also easy to automate. Make sure that a chat window appears automatically in which you ask an active question. Your customer can then choose to talk to your customer service. It is important that your customer can get in touch with an employee. A chatbot (e.g.
Facebook) can offer a quick and good opening for a conversation but almost always needs to be taken over immediately by a real employee. This can respond much better to your customer’s needs and find a suitable answer or solution for your customer.
Consider outsourcing customer service
It is a difficult subject for some webshops:
outsourcing customer service. It is seen as “buying off headaches”. While this is certainly not true; many entrepreneurs choose to outsource because customer service parties are often more
efficient and customer friendly After all, companies such as Byteleaders are specialised in this. Would you like more information about this?
Click here for more information.
