Last Updated on August 31, 2023 by David
Great customer service is all about planning.
We interviewed over 300 actual shoppers with the intent of figuring out what they prefer when it comes to engaging with businesses. More specifically, eCommerce businesses. Every eCommerce store has some form of customer service but more often than not, the tools chosen to handle customer inquiries is a random draw. Do you use an FAQ? What about live chat? Which social media channels? Without knowing what customers prefer, we can’t even come close to designing a system of engagement that will maximize shopper conversions.
Key Findings
- While email is still the dominant channel for customer inquiries, social media, mobile, and on-site direct messaging are all on the rise.
- There is still significant knowledge gaps between how customers perceive the difference between live chat and real time direct messaging.
- Knowledge bases are currently under utilized by most businesses. Customers either can’t find enough knowledge or simply can’t find enough self-service support channels.
- Customers might not interact with businesses on the first or even second visit. It takes deliberate engagement.
- Customers do care more about how fast you reply even if you can’t resolve all their problems on the spot.
- Customer service is almost always needed and investments into establishing the right process and tools will pay dividends down the road.
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You can also find our multi-brand, multi-channel customer service platform at https://www.reamaze.com. Follow @reamaze.