Over the last couple of decades, e-commerce has made a rapid penetration globally. However, as the initial fascination of shopping has eased and convenience gradually faded, e-commerce companies now need to focus on personalized customer experience. As the use of cutting-edge technology becomes increasingly common, e-commerce customers are now asking for more. They are looking for a shopping experience that makes them feel truly involved and empowered.
In other words, acquiring new customers has become a lot easier over the years. But at the same time, retaining existing customers has become increasingly difficult. A customer is indeed the king in e-commerce as the switching cost is often remarkably low for them. Plus, customers have virtually endless options for online shopping. So, they can switch anytime they like. All it takes is one shopping experience that falls short of what they expect, and you risk losing them, probably forever.
One crucial aspect of an e-commerce enterprise that leads to better customer experience is customer service. Genuine customer service can turn an unhappy customer into a loyal patron. A loyal customer could bring more customers by spreading their personal experience with online friends and family members. Unfortunately, most businesses fail to respond to customer concerns or their queries. This attitude is detrimental to your business as lackluster customer service means offering your loyal customers to your competitors on a platter.
Superior customer service, on the other hand, helps establish your company as a reliable online brand. It is also a means to communicate with your customers on an individual level, which can further translate into a more personalized shopping experience. Thus, exceptional customer service is what you need, especially if you want your paying customers to stay with you forever.
The following infographic will provide you with a comprehensive overview of how to deploy self-service solutions that will lead to better consumer experience and a loyal customer base.
Infographic Source: Lintechtt.com