Happy shoppers with ecommerce customer service
What is ecommerce customer service?
Ecommerce customer service (sometimes spelled e-commerce customers service) is a strategy for providing customer service to customers on online stores. When retailers invest in improving their ecommerce customer service, delivered via a call center, live chat, or other channels, they tend to be rewarded with more loyal customers, better conversion rates, and an advantage over their competitors.
Zendesk is fast and flexible so retailers can easily adapt to the changing landscape of consumer expectations and scale when they grow.
A different approach
Online shopping does not provide these types of visual clues, so when online retailers want to provide ecommerce customer service they must take a different approach. Context has to come in the form of data, which can be used to provide better experiences.
- Offer multichannel support. Different channels have different strengths and weaknesses. Measuring how customers use each channel will allow retailers to take full advantage. They might prefer direct support via chat but communication (like new offerings or sales) might be better through social media.
- Personalize support and marketing. Since all activities, from browsing to buying to customer service, happens online, it’s possible to track and measure customer behavior. That means when a customer reaches for support, the support agent will already have access to information about the customer, including purchase history, which will allow the agent to treat the customer like a person.
- Offer self-service. Since many customer prefer to help themselves, many online retailers benefit from offering a help center, which can include answers to frequently asked questions (FAQs), return policies, and more.
The right time
How Zendesk helps
Zendesk helps retailers build great relationships with their customers by improving all aspects of the customer experience. Zendesk offers tools that handle everything from phone support to analytics, social media to internal operations. It’s fast and flexible so retailers can easily adapt to the changing landscape of consumer expectations and scale when they grow.Be a better retailer
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Providing ecommerce customer service can be difficult, but Zendesk is here to help. Here are some resources to help you create engaging customer experiences: