Shopify Ecommerce: 3 Customer Service Mistakes You’re Unwittingly Doing in Your Shopify Store Everyday
Shopify store owners are tremendously raking in unprecedented earnings. Through the internet, entrepreneurs can market their products worldwide. If you’re an avid online merchant, producer of novel goods, expert artisan of any industry, or somebody with products to showcase and sell online, one of the most popular showrooms in the internet is Shopify - a web-based e-commerce platform that allows businesses to create an online store.
Just with any type of business, excellent customer service is imperative in a Shopify e-commerce site to gain the most sales. If you’re Shopify store is experiencing humdrum sales & conversions for some time now, you might be committing these 3 customer service blunders without knowing it.
Duplicating Web Presence for Mobile
Do you have mobile offerings to attract buyers? The similarity they have with your social media marketing campaigns and even on your Shopify store determines the success rate of conversions and sales.
While in the past, the experience and value offered to consumers tend to be the same across all platforms – Shopify store, social media pages, mobile apps or pages – more and more business owners are uncovering the fact that altering the value a customer gets in one platform and making the offerings unique from its web presence (website and social media pages), get them more raves and, consequently, more sales. So don’t duplicate your web presence in your mobile offerings. Add an additional perk for consumers who found you through mobile or are using mobile to purchase goods and create a whole new customer experience for them.
Yes, you can definitely do this whilst still being consistent across all marketing platforms you’ve chosen. Consistency and uniformity (tedious lack of variety), after all, are two different things. Think gamification and make your mobile offering more fun.
Having Multiple Customer Service Channels
Having a multi-channel customer support wasn’t considered bad – not until they’ve turned into communication silos that are isolated and closed, completely disconnected from each other.
Maybe you’ve seen it lots of times: a customer tweets to a brand for assistance, posts a message on its Facebook page, emails with details about the purchase, and, after getting no response just decided to call the customer support number only to repeat the details why he/she needs assistance all over again. Yes, it’s frustrating and definitely a huge dent in customer experience.
Customers are increasingly expecting support to be agile rather than be multi-channeled. They expect being able to start interaction in one touchpoint and still be able to complete it in another in the name of convenience. This calls for smarter strategies with a standardized resolution process, efficient retrieval and use of data given by the customer, and consistency throughout all customer service channels.
The new mantra is: Less is More.
Lack of an Easy Customer Support Channel
Everybody loves convenience. It’s one of the steadfast pillars of customer experience.
Everything you’ve done in your Shopify store – the theme, the layout, the design, the presentation of product photos, writing of product descriptions, discounts and promos – all have one goal in mind: to make your Shopify ecommerce site provide the best customer experience possible. It’s not even just to sell anymore!
Convenience is closely tied with customer experience. By making your customers’ lives easier while they’re on your Shopify store, you’re winning them over to your side. Checkout optimization, alternative payments, product detail page enhancements , and most especially, easy access to customer service as just some of the areas businesses are making improvements on.
Does a customer need to find a “Contact us” link to fill out a form for an inquiry? Does he or she have to set a time to make a call to ask assistance? Or exit out your Shopify store just to tweet you if the item is available in mauve? Why not add a live chat widget so they can directly contact you and get the help they needed right away without leaving the page they’re currently in? They might just be on the checkout page. You wouldn’t want them closing that page just to answer their “quick question”.
Cheby writes about live chat insights, improving conversions, epic customer service, online marketing and everything in between. She will take you by the hand in exploring how to extend your website's earning power through Offerchat's smart live chat tool, and even smarter live chat people.
