How to improve customer service in an online store
Posted: Thu Dec 26, 2024 4:16 am
How to improve customer service in an online store
84% of buyers look at customer service when deciding whether to buy from a company or not. They value support at every stage of the sales funnel. If there is none, the client may go to competitors or leave a negative review. How to improve customer service so that buyers return and sales grow — we figure it out in the article.
63%
of customers are willing to pay more to get better service or product
What is customer service
Why is customer service important
What makes up customer service
What to remember
What is customer service
Customer service is customer support at every stage of jamaica phone numbers the purchase: from choosing a product to unpacking the order. Service affects customer loyalty, their willingness to make repeat purchases and recommend the company to friends and acquaintances.
"According to the results of the research by RetailCRM analysts, good customer service is the foundation of customer loyalty, their willingness to return and recommend the company to their friends and acquaintances. When asked what business parameters are the most important in terms of maintaining loyalty, more than 30% of respondents answered that the key factor is the level of customer service: this includes the speed, accuracy and accuracy of communication - it is important that no one on the seller's side forgets or mixes up anything. Personalization is a basic component of convenience."
Dmitry Borozdin
Dmitry Borozdin
CEO RetailCRM
Why Customer Service Is Important
The main task of customer service is to retain regular customers, attract new ones and increase sales.
Retain regular customers. The cost of attracting a new customer is higher than the cost of retaining an existing one. New customers come for specifics, they may be interested in a low price, a certain product or something else. But customer retention depends on how successful the communication with him was, how well the company satisfied his needs. If the company provided caring service, the buyer will come back again.
91%
of customers who liked the service are likely to return for another purchase
Retaining regular customers helps:
ease of ordering;
personalization of communications;
speed and accuracy on the part of the seller.
For example, the confectionery Chocoroom offers to buy a set with a discount to new customers. Those who have not ordered for a long time are sent a mailing with a promo code.
To notify customers about the readiness of the order, ask them to leave a review or fill out a claim form, trigger mailings are used. This helps the company retain customers and increase loyalty.
How a confectionery builds customer service and increases customer loyalty: the Chocoroom case
Chocoroom's good customer service is confirmed by its high rating and customer reviews on Yandex. Maps
Chocoroom's good customer service is confirmed by its high rating and customer reviews on Yandex. Maps
Attract new customers. Great customer service will help start word of mouth. Loyal customers will tell their friends and acquaintances about the company who will come to make purchases. The business will get new customers. The company will only have to retain them and turn them into regular customers.
Increase sales. If a product or service meets the needs of customers, they are willing to pay more. For example, the service for delivery of boxes of fruits and vegetables Edoque.ru created a subscription for a box of products for its customers. When it is time to order, the customer receives an email reminding them that it is time to place an order. This mechanic helped the company increase the average bill and improve customer service.
How to Create Cool Customer Service That Makes Competitors Envy: Edoque Case
RetailCRM Updates You Might Have Missed
How a confectionery earned 1.6 million rubles from one email newsletter: Chocoroom case
How to congratulate clients on their birthday correctly and with benefit for business
83.3% — growth of orders from email newsletters a month after CRM marketing optimization: gw-tools case
How segmenting the customer base helps to increase sales
What does customer service consist of?
Customers want the company to help solve their problems. They expect participation and understanding, and they get annoyed when they don’t get what they want. For example, the courier mixed up the delivery date, and the fifth letter arrives in the mail with a product that the customer doesn’t need. Ideally, customers want service like in the bakery next door, where each customer is known by face and their preferences are remembered.
Caring service can be provided offline and online.
66%
of consumers expect companies to know what their customers want
Online. Here's what you can offer your customers:
Easy order processing. For example, a customer's priority will be quick authorization on the website of their favorite brand or company. This option was implemented by the designer jewelry store Poison Drop. The customer does not need to go through a complicated authorization process, go to their email and copy the access code from there. It is enough to enter the phone number and enter the code from the SMS. And if you log in from a mobile phone, the code will be entered automatically.
How a Designer Jewelry Store Uses RetailCRM in Customer Service: The Poison Drop Case
Authorization on the Poison Drop website
You can log in to the Poison Drop website using the code from the SMS that comes to the buyer's phone
To create a seamless service, you need to combine the entire sales infrastructure into a single circuit: order processing, telephony, messengers and social networks, email newsletters, delivery services and other services that the business uses. A CRM system that automates sales, marketing and interaction with clients will help with this.
What is a CRM system and why does a business need it?
Accuracy and speed of order fulfillment. This can be done using triggers and validation, which automate business processes.
Validations help avoid errors in order processing. For example, they will check the correctness of the customer's phone number or will not allow the order to be transferred to the "Completed" status if the payment has not been made.
111 working validations close loopholes for “sly” managers: KaminDom case
Triggers will help reduce errors and automate most tasks. These are special functions that are automatically triggered by various events and perform actions in the system. For example, they move an order through the funnel, send notifications, set tasks for managers.
In this way, triggers help Poison Drop implement its key advantage - high-quality customer service. The buyer will always be informed in a timely manner, helped and met halfway.
7 Examples of Triggers for Communications and Customer Service
279 Triggers Track Order Statuses and Help Improve Customer Service: Poison Drop Case
"One of the main advantages of Poison Drop is the service. People buy from us because we are extremely customer-oriented and always meet the customer halfway in their desires or problems. We at the company are confident that we make people happier. And we always emphasize that if a negative situation occurs during the purchase process, we are ready to fix it and help.
The flexible functionality of RetailCRM helps with this. The system allows you to see problematic orders a little earlier than the client starts to panic, and this makes it possible to promptly give them feedback. For example, with an apology."
Artem Korzinkin
Artem Korzinkin
Head of Customer Support and External Logistics Poison Drop
Personalized communication. Customers like it when a company offers products that are relevant to them and sends out newsletters with personalized selections. To ensure that customers receive only personalized offers, you can segment your base. This will help you offer a related product in time or congratulate the customer on their birthday by giving a promo code for their next purchase.
How customer base segmentation and trigger mailings can help increase your profits
Multichannel communication. The client can call or write to the online consultant's chat, someone will be more accustomed to sending a message to Telegram. Sometimes this choice depends on the time or circumstances: in the evening, a person is more likely to write a message in the chat, and if it is inconvenient to type a text, they will call. If the client can contact you in the way that is most convenient for them, then most likely they will buy from you.
What can be done:
connect integration with messengers: WhatsApp, Telegram;
connect integration with social networks: Vkontakte, Instagram* and others;
add Online consultant to the site.
84% of buyers look at customer service when deciding whether to buy from a company or not. They value support at every stage of the sales funnel. If there is none, the client may go to competitors or leave a negative review. How to improve customer service so that buyers return and sales grow — we figure it out in the article.
63%
of customers are willing to pay more to get better service or product
What is customer service
Why is customer service important
What makes up customer service
What to remember
What is customer service
Customer service is customer support at every stage of jamaica phone numbers the purchase: from choosing a product to unpacking the order. Service affects customer loyalty, their willingness to make repeat purchases and recommend the company to friends and acquaintances.
"According to the results of the research by RetailCRM analysts, good customer service is the foundation of customer loyalty, their willingness to return and recommend the company to their friends and acquaintances. When asked what business parameters are the most important in terms of maintaining loyalty, more than 30% of respondents answered that the key factor is the level of customer service: this includes the speed, accuracy and accuracy of communication - it is important that no one on the seller's side forgets or mixes up anything. Personalization is a basic component of convenience."
Dmitry Borozdin
Dmitry Borozdin
CEO RetailCRM
Why Customer Service Is Important
The main task of customer service is to retain regular customers, attract new ones and increase sales.
Retain regular customers. The cost of attracting a new customer is higher than the cost of retaining an existing one. New customers come for specifics, they may be interested in a low price, a certain product or something else. But customer retention depends on how successful the communication with him was, how well the company satisfied his needs. If the company provided caring service, the buyer will come back again.
91%
of customers who liked the service are likely to return for another purchase
Retaining regular customers helps:
ease of ordering;
personalization of communications;
speed and accuracy on the part of the seller.
For example, the confectionery Chocoroom offers to buy a set with a discount to new customers. Those who have not ordered for a long time are sent a mailing with a promo code.
To notify customers about the readiness of the order, ask them to leave a review or fill out a claim form, trigger mailings are used. This helps the company retain customers and increase loyalty.
How a confectionery builds customer service and increases customer loyalty: the Chocoroom case
Chocoroom's good customer service is confirmed by its high rating and customer reviews on Yandex. Maps
Chocoroom's good customer service is confirmed by its high rating and customer reviews on Yandex. Maps
Attract new customers. Great customer service will help start word of mouth. Loyal customers will tell their friends and acquaintances about the company who will come to make purchases. The business will get new customers. The company will only have to retain them and turn them into regular customers.
Increase sales. If a product or service meets the needs of customers, they are willing to pay more. For example, the service for delivery of boxes of fruits and vegetables Edoque.ru created a subscription for a box of products for its customers. When it is time to order, the customer receives an email reminding them that it is time to place an order. This mechanic helped the company increase the average bill and improve customer service.
How to Create Cool Customer Service That Makes Competitors Envy: Edoque Case
RetailCRM Updates You Might Have Missed
How a confectionery earned 1.6 million rubles from one email newsletter: Chocoroom case How to congratulate clients on their birthday correctly and with benefit for business 83.3% — growth of orders from email newsletters a month after CRM marketing optimization: gw-tools case How segmenting the customer base helps to increase salesWhat does customer service consist of?
Customers want the company to help solve their problems. They expect participation and understanding, and they get annoyed when they don’t get what they want. For example, the courier mixed up the delivery date, and the fifth letter arrives in the mail with a product that the customer doesn’t need. Ideally, customers want service like in the bakery next door, where each customer is known by face and their preferences are remembered.
Caring service can be provided offline and online.
66%
of consumers expect companies to know what their customers want
Online. Here's what you can offer your customers:
Easy order processing. For example, a customer's priority will be quick authorization on the website of their favorite brand or company. This option was implemented by the designer jewelry store Poison Drop. The customer does not need to go through a complicated authorization process, go to their email and copy the access code from there. It is enough to enter the phone number and enter the code from the SMS. And if you log in from a mobile phone, the code will be entered automatically.
How a Designer Jewelry Store Uses RetailCRM in Customer Service: The Poison Drop Case
Authorization on the Poison Drop website
You can log in to the Poison Drop website using the code from the SMS that comes to the buyer's phone
To create a seamless service, you need to combine the entire sales infrastructure into a single circuit: order processing, telephony, messengers and social networks, email newsletters, delivery services and other services that the business uses. A CRM system that automates sales, marketing and interaction with clients will help with this.
What is a CRM system and why does a business need it?
Accuracy and speed of order fulfillment. This can be done using triggers and validation, which automate business processes.
Validations help avoid errors in order processing. For example, they will check the correctness of the customer's phone number or will not allow the order to be transferred to the "Completed" status if the payment has not been made.
111 working validations close loopholes for “sly” managers: KaminDom case
Triggers will help reduce errors and automate most tasks. These are special functions that are automatically triggered by various events and perform actions in the system. For example, they move an order through the funnel, send notifications, set tasks for managers.
In this way, triggers help Poison Drop implement its key advantage - high-quality customer service. The buyer will always be informed in a timely manner, helped and met halfway.
7 Examples of Triggers for Communications and Customer Service
279 Triggers Track Order Statuses and Help Improve Customer Service: Poison Drop Case
"One of the main advantages of Poison Drop is the service. People buy from us because we are extremely customer-oriented and always meet the customer halfway in their desires or problems. We at the company are confident that we make people happier. And we always emphasize that if a negative situation occurs during the purchase process, we are ready to fix it and help.
The flexible functionality of RetailCRM helps with this. The system allows you to see problematic orders a little earlier than the client starts to panic, and this makes it possible to promptly give them feedback. For example, with an apology."
Artem Korzinkin
Artem Korzinkin
Head of Customer Support and External Logistics Poison Drop
Personalized communication. Customers like it when a company offers products that are relevant to them and sends out newsletters with personalized selections. To ensure that customers receive only personalized offers, you can segment your base. This will help you offer a related product in time or congratulate the customer on their birthday by giving a promo code for their next purchase.
How customer base segmentation and trigger mailings can help increase your profits
Multichannel communication. The client can call or write to the online consultant's chat, someone will be more accustomed to sending a message to Telegram. Sometimes this choice depends on the time or circumstances: in the evening, a person is more likely to write a message in the chat, and if it is inconvenient to type a text, they will call. If the client can contact you in the way that is most convenient for them, then most likely they will buy from you.
What can be done:
connect integration with messengers: WhatsApp, Telegram;
connect integration with social networks: Vkontakte, Instagram* and others;
add Online consultant to the site.