3 Steps to Enhance Customer Service and Boost Your Ecommerce Store’s Word-of-Mouth [Infographic]




  • by Timi Garai March 25, 2016
    March 25, 2016

    Customer support is the golden egg in your hand for selling more products to customers that are on the fence. It creates highly personalized opportunity to convert hesitating prospects into buyers, and turn back those who are about to leave for even the oddest reasons.


    However, providing friendly customer support doesn’t just extend your customers’ lifecycles, but can also help you to score more word-of-mouth for your ecommerce store.


    Let’s let the data speak for itself here:



    87% of your customers will share their experience online, and among them there will be true brand advocates, who on average will bring you 3 new customers. (Source: Clickdesk.com)


    Our friends from Clickdesk created an infographic about how to improve your customer service in three steps to tackle these goals.


    Let’s dig in!


    3 Steps to Enhance Customer Service and Boost Your Ecommerce Store’s Word-of-Mouth [Infographic]


    7 More Tips to Delight Customers and Maximize Positive Word-of-Mouth

    Customer support is just one piece in your big “how to make my customers happier” strategy. There are many other methods that you can use to achieve this goal, such as:



    #1. Personalized product recommendations
    Customers will be happy if you show them how much you know about their shopping habits. Here, Amazon provides an evergreen example. Each page on their site shows your browsing history, and it also shows similar products to those you checked.


    Tools like Marketizator, Richrelevance, and Barilliance can help you get these features working on your site, too.


    #2. A seamless purchase experience
    Customers are critical, they don’t tolerate bugs. Plus, new generations of consumers have increasingly socialized on mobile and social media, they are used to getting everything right at the moment they want it. But supporting your customers preferred payment options is just one step here. You should also optimize your checkout form. Is it straightforward enough? Is it optimized for mobile?


    Tools like Formisimo, 3dcart, and ConversionXL can help you to build a checkout form optimized for conversion.


    #3. Shared values with your brand
    Shopping is no longer just about purchasing products. These days, customers want to take part in a mission that they believe in. For example, if you are a toy store, support an orphanage; if you are a pet shop, support an animal shelter; if you sell clothes, donate free clothes to homeless people.


    Qbic Hotels, the outdoor clothing company Patagonia and the baby car seat manufacturer Diono, provide inspirational examples in this respect.


    #4. Coupons for purchases
    Customers want to be recognized and rewarded for doing business with you. Offering them coupons and point earning opportunities is the simplest way to satisfy these needs.


    Coupon Pop from Storeya, Antavo’s Incentivized purchase app and Optimonk’s targeted offers are great tools for this strategy.


    #5. Rewards after referrals
    This point is strongly connected to the previous one. Recognize your brand advocates and reward them if they bring new customers to your store. Prepare unique links for them ahead of time so that they can easily invite their friends.


    Bullseyereferral, Referral Candy, and Invitereferrals are tools capable of implementing this reward mechanism in your store.


    #6. Mobile responsivity
    Customers spend nearly all their time on mobile, so they expect all of your store’s functionalities to work there, too. But, besides a mobile responsive design, ssupporting mobile checkout options is a key element in your mobile optimization strategy. This feature is not one to take lightly – 0.75 billion people globally are m-commerce buyers today.


    Tools like Paypal, Zong, and mobile wallets like Apple Pay can help customers checkout in your store from their mobile devices.


    #7. Content about product usage and best practice
    Customers don’t just want to choose the best product for their present needs, they want to use their purchase in the best possible way, too. Videos and tutorials can provide them with the information they desire. Those of you who have dove into this kind of content marketing know that it’s definitely time-consuming to produce all types of content. This is where influencers can help out.


    Find your influencers, then inspire them to produce the content you need with the help of tools like The Shelf, The Cirqlue, and Buzzsumo.


    Make Your Customers Happy With the Right Tools

    At first, it may seem like satisfying your customers is hard. But in reality, it’s not rocket science.


    First, investigate what they need, then look for proven solutions in the form of tools that can satisfy their needs. (How does your competition handle these issues? Learning from their strategies is a great way to solve your problems.)


    Have you used any other tool not listed on this list that has helped you to improve customer satisfaction in your store? What was it called? How has it helped you?


    Just reply in the comment section or write to timi[at]antavo[dot]com.

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