Online shoppers gravitate toward e-commerce stores that provide a positive user experience, knowing that they’re less likely to encounter pain points when they browse and shop on these websites. As such, many e-commerce business owners, like you, rightfully aspire to create the ideal user experience in their stores. You may already know that this entails making several improvements on your site, and one element you shouldn’t overlook is excellent customer support.
With a strong customer support system in place, your customers can expect to receive prompt, professional assistance or solutions should any issue arise with their purchases. Nothing will better communicate how much you value your customers than a customer support system they can rely on to iron out their problems.
A well-oiled system will result in repeat business and a positive perception of your brand. Knowing that, here are some tips for building and implementing a better customer support system on your site:
1) Incorporate a User-Friendly Site Search
When customers visit your online store, they often have specific products or pieces of information in mind. That being said, the first step is for you to make it easy for them to find what they want to find. To help quicken their search, incorporate a search tool into your e-commerce store, which will lead users to the results they seek without having to browse through your entire website. A well-designed site search will reduce the need for further support, as well as the likelihood of frustration and cart abandonment.
Upon integrating a site search feature on your e-commerce website, make sure that it’s prominently displayed on every page. This way, your customers will have access to it no matter where they are on your site. The site search should also be easy to locate on the page and intuitive to use. The best site searches are typically located at the top and have a simple design that encourages users to type in their queries.
For a more streamlined search, implement autocomplete and product suggestions to significantly speed up the search process. As users type, the search bar should offer relevant product suggestions and popular search terms, helping them find what they’re looking for more quickly and accurately.
2) Use a Reliable Online Payment Gateway
A dependable online payment gateway is one of the best online payment processing tools you can add to your website. It can significantly streamline your e-commerce business’s payment process and enhance your support operations, thereby improving your customers’ purchasing experience.
It’s crucial to use an online payment gateway with features that can facilitate quick, smooth, and secure transactions. Maya Checkout from the Philippines’s Maya Business, for instance, will enable your e-commerce website to accept payments not only from credit and debit cards, but also from e-wallets and QR Ph codes. This variety will allow you to accommodate the diverse payment needs of your customers, thus greatly improving your site’s online shopping experience for them. E-commerce entrepreneurs based in the Philippines can check out this payment gateway solution for seamless integration into their standalone e-commerce websites, as well as those built on e-commerce platforms like Shopify and WooCommerce (via Maya Plugin).
Whichever online payment gateway solution you choose, make sure it has a good reputation in terms of its security and privacy. Customers are more likely to come away feeling supported and satisfied with their experience if they are reassured that their transactions are done in a safe and private environment.
3) Offer Omnichannel Customer Support
Today’s customers expect seamless and consistent service across various communication platforms, and effective omnichannel customer support will surely fill this need. An omnichannel customer support system will enable your customers to reach you via their preferred method, ultimately increasing accessibility, reducing your response times, and enhancing your customer experience overall.
To take full advantage of an omnichannel customer support system and to ensure that it’s as effective as you want it to be, you should determine which channels are most popular with your customer base and how to properly use them. Common channels include email, a landline, messaging apps, and social media. Above all, ensure that the quality and delivery of service stays the same across these channels.
Remember that consistency is key to a successful omnichannel support strategy. Customers should expect to receive the same level of service and information from your e-commerce staff, regardless of the channel they use.
4) Enable Self-Service
Self-service options, like knowledge bases, video tutorials, interactive guides, and FAQs, will provide your customers with quick and convenient access to information and help. Due to their round-the-clock accessibility and ease of use, they can empower your customers to find solutions independently.
On top of letting your customers feel like there is an easily available solution to their problems, your self-service resources will reduce the workload on your support team. They’ll be freer to handle more complex issues like order discrepancies, billing issues, and complicated refund and return scenarios, thus making your e-commerce site’s customer support more efficient on the whole.
5) Leverage AI Chatbots
AI chatbots have become indispensable tools for e-commerce sites looking to enhance their customer support systems. Not only can these bots handle a high volume of queries simultaneously, but they’ll also give you a way to add 24/7 support to your website.
An AI chatbot will be quick to provide accurate responses to common questions, such as order status, shipping information, return policies, and product details. Instant support like this is essential for maintaining customer satisfaction, especially during peak shopping times or when your human support team is unavailable.
Chatbots can also be used to assist customers with navigating your website. They can guide users through various processes step by step, like finding particular products, swiftly completing purchases, and resolving issues that don’t immediately need human intervention, ensuring a smooth and hassle-free experience. In addition, advanced chatbots can analyze customer data and behavior to provide personalized responses and recommendations. This level of personalization will enhance the customer experience by making interactions more relevant and more closely tailored to individual preferences.
Make it one of your top goals this year to improve your e-commerce website’s customer support system. With the strategies listed above, it should be easier to build an efficient and responsive support system that can help you both attract and retain more online customers.
