[[{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#Article","articleBody":"As e-commerce continues to grow, more and more companies have been enhancing their online shopping experiences. At the same time, they\u2019re looking for ways to optimize and improve customer service in e-commerce.\nSimply put, your e-commerce business can\u2019t succeed without having top-notch service that helps customers as they navigate your site, choose items, make purchases, and use your products or services.\nBenefits of improving customer service for e-commerce\nCustomer service is crucial for any business, but it\u2019s especially important for e-commerce. That\u2019s because in a self-led e-commerce experience, customer service is often the customer\u2019s main, if not only, point of contact.\nWhereas in a brick-and-mortar experience, customers engage with sales staff, see and touch products, and ask questions on the spot, e-commerce is primarily a solo experience. And that\u2019s part of the appeal.\nCustomers can shop when they want, where they want, and as focused or as casually as they want. It\u2019s on their terms. And when they do have questions or issues \u2014 whether that\u2019s choosing a size, selecting a service plan, tracking a package, scheduling maintenance, or making a return \u2014 they turn to customer service.\n \nWhat is customer service in 2022? Definition, types, benefits, stats\n More than pricing, and even the product itself, customer service is the biggest driver of customer loyalty. Discover all you need to know about customer service in this deep dive. \nSo your service experience better be at least as good as the rest of your CX. A good interaction can drive loyalty, and even increase sales. In fact, service is the biggest driver of customer loyalty today, and 75% of organizations can connect higher customer satisfaction with revenue growth.\nOn the other hand, a bad interaction one can ruin a customer\u2019s experience. It may even cause them to take their business elsewhere, and post negative reviews and comments about your company.\nWhat makes great e-commerce customer service?\nAccording to consumers, great customer service interactions are quick, helpful, and pleasant. So whether you\u2019re engaging with customers before, during, or after purchase, the priority should always be resolving their issues as quickly and painlessly as possible.\n \nPowers activate! The making of a customer service superhero\n What makes a customer service superhero? Help your customer service agents activate these superpowers and see customer satisfaction soar. \nWhen thinking specifically about e-commerce, there\u2019s even more to consider. What makes a great e-commerce experience? It\u2019s convenient, easy to navigate, and available on the customers\u2019 terms. So it stands to reason that your customer service needs to be all those things too.\nEasy to navigate. Be transparent and clearly guide the customer to where they need to go.\nOmnichannel. When we say \u201cbe where your customers are,\u201d we basically mean \u201cyou need to be everywhere.\u201d Customers should be able to reach out via their preferred channel \u2014 whether that\u2019s live chat, email, phone, or social media \u2014 and get consistent, seamless experiences.\nAvailable 24\/7. Even if your office is closed, use chat bots and automated emails, as well as self-service content, to give customers off-hours support.\nPleasant and personable. Whether your customer is talking to a service rep or reading through an FAQ page, the experience should be pleasant and should reflect your brand\u2019s voice and values.\nAnd above all, HELPFUL. Remember, you\u2019re providing service. Answer their questions, resolve their issues, or reach out with pertinent reminders. Every interaction should be helpful and build their confidence in your brand.\nPop quiz: What do all these elements of great service have in common? Answer: They can all be achieved (or improved) with data.\nUsing data to optimize customer service for e-commerce\nData is our most powerful tool for delivering customer experiences that drive loyalty and revenue. We use it to level up our marketing, commerce and sales engagements \u2013 customer service should be no different.\n5 data-driven ways to optimize e-commerce customer service:\nUnderstand your customers and their preferences\nPersonalize the service experience\nDeliver seamless, omnichannel CX\nAnticipate needs and provide proactive service\nMeasure service success\n \nThe undeniable impact of customer service on business success\n The impact of good customer service on a business has grown in the wake of the pandemic. Improving service boosts customer loyalty and the bottom line. \n1. Understand your customers and their preferences\n76% of consumers expect companies to understand and adapt to their expectations and needs. Use customer data to get a clear, comprehensive profile of your audience. Learn where and how they like to engage, and what matters most to them. Then, use those insights to drive your customer service strategy.\n2. Personalize the service experience\nSay goodbye to the one-size-fits-all approach. Consumers expect personalized experiences at every step of the journey \u2013 including customer service. Their personal preferences, transaction history, and past service interactions should all inform how you engage with them today.\n3. Deliver seamless, omnichannel CX\nDon\u2019t make customers repeat themselves every time they reach out with an issue. Make sure all your customer teams (sales, marketing, commerce, and customer service) have access to the same data. If customer service doesn\u2019t have insight into the customer\u2019s past purchases, or interactions with other departments, it creates a disjointed experience. And that could raise more issues than it resolves.\n4. Anticipate service needs\nUse product and transaction data to anticipate needs, and provide proactive (or even preventative) service. For example, send personalized reminders about scheduled maintenance, or contract renewals. Or, provide recommendations for product upgrades or service add-ons post-purchase.\nAlso, pay attention to trends on your site to see where issues are occurring, and address them before they snowball.\n5. Measure customer service success\nAnd of course, use your company and departmental data to track service success. See which channels are the most popular, where you\u2019re seeing the most positive feedback, etc. Then adapt your strategy to optimize your own performance.\nWhen service is at the heart of your business, everyone wins. Discover the winning formula HERE.","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#Article_Person","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#Article_Person_ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2017\/08\/Emily_Kelly-150x150.jpg"},"name":"Emily Morrow","sameAs":["https:\/\/twitter.com\/emkmorrow","https:\/\/www.linkedin.com\/in\/emilykmorrow\/"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/"},"dateModified":"2022-01-05T16:44:11+00:00","datePublished":"2021-09-27T05:01:02+00:00","description":"In a digital world, customer service is crucial. Learn how to improve customer service in e-commerce, then watch loyalty and revenue soar.","headline":"How to improve customer service in e-commerce: Examples + benefits","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#Article_ImageObject","height":"630","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/09\/imrpove-e-commerce-customer-service-ftr-1200x630.png","width":"1200"},"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/","name":"How to improve customer service in e-commerce: Examples + benefits","publisher":{"@type":"Organization","@id":"https:\/\/www.the-future-of-commerce.com\/","additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and B2B.","logo":{"@type":"ImageObject","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","height":"96","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","width":"500"},"name":"The Future of Customer Engagement and Experience","sameAs":["https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/www.the-future-of-commerce.com\/feed\/"],"url":"https:\/\/www.the-future-of-commerce.com\/"},"url":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#Article"},{"@context":"http:\/\/schema.org","@type":"Organization","logo":{"@type":"ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","height":"96","width":"500","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1"},"name":"The Future of Customer Engagement and Experience","sameAs":["https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/www.the-future-of-commerce.com\/feed\/"],"additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","url":"https:\/\/www.the-future-of-commerce.com\/","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and B2B.","@id":"https:\/\/www.the-future-of-commerce.com\/"},{"@type":["Article"],"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#Article","@context":{"@vocab":"http:\/\/schema.org\/","kg":"http:\/\/g.co\/kg"},"url":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/","publisher":[{"@id":"https:\/\/www.the-future-of-commerce.com\/"}],"author":[{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#Article_author_Person","image":[{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#Article_author_Person_image_ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2017\/08\/Emily_Kelly-150x150.jpg"}],"sameAs":["https:\/\/twitter.com\/emkmorrow","https:\/\/www.linkedin.com\/in\/emilykmorrow\/\nhttps:\/\/twitter.com\/emkmorrow"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/","name":"https:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/"}],"subjectOf":[{"@type":"FAQPage","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#Article_subjectOf_FAQPage","mainEntity":[{"@type":"Question","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#subjectOf_FAQPage_mainEntity0","name":"Benefits of improving customer service for e-commerce","acceptedAnswer":[{"@type":"Answer","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#subjectOf_FAQPage_mainEntity0_acceptedAnswer_Answer","text":"Whereas in a brick-and-mortar experience, customers engage with sales staff, see and touch products, and ask questions on the spot, e-commerce is primarily a solo experience. And that\u2019s part of the appeal.Customers can shop when they want, where they want, and as focused or as casually as they want. It\u2019s on their terms. And when they do have questions or issues \u2014 whether that\u2019s choosing a size, selecting a service plan, tracking a package, scheduling maintenance, or making a return \u2014 they turn to customer service.So your service experience better be at least as good as the rest of your CX. A good interaction can drive loyalty, and even increase sales. In fact, service is the biggest driver of customer loyalty<\/a> today, and 75% of organizations<\/a> can connect higher customer satisfaction with revenue growth."}]},{"@type":"Question","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#subjectOf_FAQPage_mainEntity1","name":"What makes great e-commerce customer service?","acceptedAnswer":[{"@type":"Answer","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#subjectOf_FAQPage_mainEntity1_acceptedAnswer_Answer","text":"According to consumers, great customer service interactions are quick, helpful, and pleasant<\/a>. So whether you\u2019re engaging with customers before, during, or after purchase, the priority should always be resolving their issues as quickly and painlessly as possible.When thinking specifically about e-commerce<\/a>, there\u2019s even more to consider. What makes a great e-commerce experience? It\u2019s convenient, easy to navigate, and available on the customers\u2019 terms. So it stands to reason that your customer service needs to be all those things too.\nEasy to navigate. <\/strong>Be transparent and clearly guide the customer to where they need to go.<\/li>\nOmnichannel. <\/strong>When we say \u201cbe where your customers are,\u201d we basically mean \u201cyou need to be everywhere<\/em>.\u201d Customers should be able to reach out via their preferred channel \u2014 whether that\u2019s live chat, email, phone, or social media \u2014 and get consistent, seamless experiences.<\/li>\nAvailable 24\/7. <\/strong>Even if your office is closed, use chat bots and automated emails, as well as self-service content, to give customers off-hours support.<\/li>\nPleasant and personable. <\/strong>Whether your customer is talking to a service rep or reading through an FAQ page, the experience should be pleasant and should reflect your brand\u2019s voice and values.<\/li>\nAnd above all, HELPFUL. <\/strong>Remember, you\u2019re providing service<\/em>. Answer their questions, resolve their issues, or reach out with pertinent reminders. Every interaction should be helpful and build their confidence in your brand.<\/li>\n"}]},{"@type":"Question","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#subjectOf_FAQPage_mainEntity2","name":"Using data to optimize customer service for e-commerce","acceptedAnswer":[{"@type":"Answer","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#subjectOf_FAQPage_mainEntity2_acceptedAnswer_Answer","text":"Data is our most powerful tool for delivering customer experiences that drive loyalty and revenue. We use it to level up our marketing, commerce and sales engagements \u2013 customer service should be no different.\nUnderstand your customers and their preferences<\/strong><\/li>\nPersonalize the service experience<\/strong><\/li>\nDeliver seamless, omnichannel CX<\/strong><\/li>\nAnticipate needs and provide proactive service<\/strong><\/li>\nMeasure service success<\/strong><\/li>\n76% of consumers<\/a> expect companies to understand and adapt to their expectations and needs. Use customer data to get a clear, comprehensive profile<\/a> of your audience. Learn where and how they like to engage, and what matters most to them. Then, use those insights to drive your customer service strategy.Say goodbye to the one-size-fits-all approach. Consumers expect personalized experiences at every step of the journey \u2013 including customer service. Their personal preferences, transaction history, and past service interactions should all inform how you engage with them today.Don\u2019t make customers repeat themselves every time they reach out with an issue. Make sure all <\/em>your customer teams (sales, marketing, commerce, and customer service) have access to the same data. If customer service doesn\u2019t have insight into the customer\u2019s past purchases, or interactions with other departments, it creates a disjointed experience. And that could raise more issues than it resolves.Use product and transaction data to anticipate needs, and provide proactive (or even preventative) service. For example, send personalized reminders about scheduled maintenance, or contract renewals. Or, provide recommendations for product upgrades or service add-ons post-purchase.Also, pay attention to trends on your site to see where issues are occurring, and address them before they snowball.And of course, use your company and departmental data to track service success. See which channels are the most popular, where you\u2019re seeing the most positive feedback, etc. Then adapt your strategy to optimize your own performance."}]}]}],"image":[{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#Article_image_ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/09\/imrpove-e-commerce-customer-service-ftr-1200x630.png","width":"1200","height":"630"}],"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/","articleBody":"\n As e-commerce continues to grow, more and more companies have been enhancing their online shopping experiences. At the same time, they\u2019re looking for ways to optimize and improve customer service in e-commerce.\nSimply put, your e-commerce business can\u2019t succeed without having top-notch service that helps customers as they navigate your site, choose items, make purchases, and use your products or services.\nBenefits of improving customer service for e-commerce\nCustomer service is crucial for any business, but it\u2019s especially important for e-commerce. That\u2019s because in a self-led e-commerce experience, customer service is often the customer\u2019s main, if not only, point of contact.\nWhereas in a brick-and-mortar experience, customers engage with sales staff, see and touch products, and ask questions on the spot, e-commerce is primarily a solo experience. And that\u2019s part of the appeal.\nCustomers can shop when they want, where they want, and as focused or as casually as they want. It\u2019s on their terms. And when they do have questions or issues \u2014 whether that\u2019s choosing a size, selecting a service plan, tracking a package, scheduling maintenance, or making a return \u2014 they turn to customer service.\n\n \n What is customer service: Definition, types, benefits, stats\n \n \n More than pricing, and even the product itself, customer service is the biggest driver of customer loyalty. Discover all you need to know about customer service in this deep dive.\n \n \n\nSo your service experience better be at least as good as the rest of your CX. A good interaction can drive loyalty, and even increase sales. In fact, service is the biggest driver of customer loyalty today, and 75% of organizations can connect higher customer satisfaction with revenue growth.\nOn the other hand, a bad interaction one can ruin a customer\u2019s experience. It may even cause them to take their business elsewhere, and post negative reviews and comments about your company.\nWhat makes great e-commerce customer service?\nAccording to consumers, great customer service interactions are quick, helpful, and pleasant. So whether you\u2019re engaging with customers before, during, or after purchase, the priority should always be resolving their issues as quickly and painlessly as possible.\n\n \n Powers activate! The making of a customer service superhero\n \n \n What makes a customer service superhero? Help your customer service agents activate these superpowers and see customer satisfaction soar.\n \n \n\nWhen thinking specifically about e-commerce, there\u2019s even more to consider. What makes a great e-commerce experience? It\u2019s convenient, easy to navigate, and available on the customers\u2019 terms. So it stands to reason that your customer service needs to be all those things too.\n\nEasy to navigate. Be transparent and clearly guide the customer to where they need to go.\nOmnichannel. When we say \u201cbe where your customers are,\u201d we basically mean \u201cyou need to be everywhere.\u201d Customers should be able to reach out via their preferred channel \u2014 whether that\u2019s live chat, email, phone, or social media \u2014 and get consistent, seamless experiences.\nAvailable 24\/7. Even if your office is closed, use chat bots and automated emails, as well as self-service content, to give customers off-hours support.\nPleasant and personable. Whether your customer is talking to a service rep or reading through an FAQ page, the experience should be pleasant and should reflect your brand\u2019s voice and values.\nAnd above all, HELPFUL. Remember, you\u2019re providing service. Answer their questions, resolve their issues, or reach out with pertinent reminders. Every interaction should be helpful and build their confidence in your brand.\n\nPop quiz: What do all these elements of great service have in common?\nAnswer: They can all be achieved (or improved) with data.\nUsing data to optimize customer service for e-commerce\nData is our most powerful tool for delivering customer experiences that drive loyalty and revenue. We use it to level up our marketing, commerce and sales engagements \u2013 customer service should be no different.\n5 data-driven ways to optimize e-commerce customer service:\n\nUnderstand your customers and their preferences\nPersonalize the service experience\nDeliver seamless, omnichannel CX\nAnticipate needs and provide proactive service\nMeasure service success\n\n\n \n The undeniable impact of customer service on business success\n \n \n The impact of good customer service on a business has grown in the wake of the pandemic. Improving service boosts customer loyalty and the bottom line.\n \n \n\n1. Understand your customers and their preferences\n76% of consumers expect companies to understand and adapt to their expectations and needs. Use customer data to get a clear, comprehensive profile of your audience. Learn where and how they like to engage, and what matters most to them. Then, use those insights to drive your customer service strategy.\n2. Personalize the service experience\nSay goodbye to the one-size-fits-all approach. Consumers expect personalized experiences at every step of the journey \u2013 including customer service. Their personal preferences, transaction history, and past service interactions should all inform how you engage with them today.\n3. Deliver seamless, omnichannel CX\nDon\u2019t make customers repeat themselves every time they reach out with an issue. Make sure all your customer teams (sales, marketing, commerce, and customer service) have access to the same data. If customer service doesn\u2019t have insight into the customer\u2019s past purchases, or interactions with other departments, it creates a disjointed experience. And that could raise more issues than it resolves.\n4. Anticipate service needs\nUse product and transaction data to anticipate needs, and provide proactive (or even preventative) service. For example, send personalized reminders about scheduled maintenance, or contract renewals. Or, provide recommendations for product upgrades or service add-ons post-purchase.\nAlso, pay attention to trends on your site to see where issues are occurring, and address them before they snowball.\n5. Measure customer service success\nAnd of course, use your company and departmental data to track service success. See which channels are the most popular, where you\u2019re seeing the most positive feedback, etc. Then adapt your strategy to optimize your own performance.\n When service is at the heart of your business, everyone wins.\nDiscover the winning formula HERE.\n \n\n\n\n\t\n ","name":"How to improve customer service in e-commerce: Examples + benefits","dateModified":"2022-04-12T23:26:10+00:00","datePublished":"2021-09-27T05:01:02+00:00","headline":"How to improve customer service in e-commerce: Examples + benefits","description":"In a digital world, customer service is crucial. Learn how to improve customer service in e-commerce, then watch loyalty and revenue soar."}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"09","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/09\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"27","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/09\/\/27\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"How to improve customer service in e-commerce: Examples + benefits","item":"https:\/\/www.the-future-of-commerce.com\/2021\/09\/27\/how-to-improve-customer-service-in-e-commerce-examples-benefits\/#breadcrumbitem"}]}]