10 Customer Management Techniques Every Ecommerce Store Owner Should Know
Whether you run an online ecommerce store or plan to start one in the future, you’re probably already aware of the importance of a solid customer base. Ecommerce stores must have a large customer base to succeed.
Those ecommerce sites with inactive and poorly engaged customer bases tend to struggle to keep selling their products and may even shut down due to low sales. That’s why any business owner must master customer management.
Good customer management will help your store to attract new customers and maintain old customers. Here are ten customer management techniques that can help take your ecommerce business to the next level.
Use Multiple Channels
It’s essential to meet your clients at their preferred channels, which means having a presence in all these different channels. For instance, If your clients prefer Instagram or Facebook, ensure you engage them on those platforms.
Using multiple platforms will give you maximum reach allowing you to handle your customer’s needs at their convenience. You can utilize software like Hootsuite or Mailchimp that can help you schedule your content and share automatically, making it easier for you to share across multiple channels more efficiently.
It would help if you also utilized the tools that these platforms offer, like Facebook ads, as they help you reach your target client and find out their preferences, which can help you improve your service strategy. Click here to learn more about selling on one the leading channels.
Automate Customer Management
Automation can help you improve your customer service game significantly. It can help you offer round-the-clock service, respond faster, reduce customer service costs and improve customer satisfaction.
Many tools available can help you automate your customer service, including AI chatbots. Chatbots can effectively ticket and route service requests to agents, increasing efficiency. Live chat can also be a good tool for cross-selling and up-selling making your store profitable. Automation tools can also be a good source of data that can help influence your customer service strategy. Customer relationship management software like Salesforce can help you handle many clients while reducing wait times and increasing customer retention rates.
Create A Seamless Experience
The first visit might be the only one you get from a client, so make it memorable and seamless. Poor experience is one way to make a client exit your ecommerce site without a second thought.
This can be in the form of lousy software or bad customer service. It’s therefore critical to ensure customer complaints are resolved immediately with very short waiting times and that they’re delighted with your services.
An excellent way to do this is by checking comments or sending polls to gauge their level of satisfaction. You can also set up a side account and visit your platform to get the user experience from a different point of view. This will help you get a first-hand perspective of how others interact with your ecommerce platform.
Utilize Analytics Tools
When it comes to ecommerce, data is king, and one good way to get accurate data is through analytical tools. These tools can give you information on how much time people spend on your sites and which of your products or services generate more income.
With this information, you can identify and address the problems affecting your business’s bottom line. Analytical tools can also help you map your customers’ journey on your platform, informing you of their preferred platforms, purchases, demographic information, and much more.
You can then utilize this information to personalize your service to meet their needs and expectations.
Run A Loyalty Program
Loyalty programs and discounts are an excellent way to nurture and reward customers who have been loyal to your business. It is a perfect way to keep old customers returning and make them loyal to your brand.
Loyal customers are essential to your ecommerce store as they generate revenue through repeat purchases and can advertise your business by referring clients. Some ideas for a loyalty program include free shipping, shopping discounts, and redeemable reward points each time a client shops.
Using tools like the Net Promoter Score Survey (NPS), you can gauge customer loyalty.
Responsiveness is one of the most critical pillars of customer management. It refers to the time and speeds your business uses to respond to client issues and inquiries.
The faster the client gets a response to their issue, the better their experience with your business. One good way to increase responsiveness is by automating your processes. You can also offer support across multiple channels ensuring that all your clients receive responses across the different platforms.
Templates for emails and snippets can also help make your business more responsive. Further, employing the First Contact Resolution technique is also an excellent way to increase responsiveness as customers’ issues are handled before the end of the chat or phone call.
Have a Proactive Approach
While most businesses wait for their customers to reach out to them, you can create a better customer experience by being proactive. It’s important to anticipate your customer’s problems and fix them before they occur.
Reach out to your clients and ask them if they’re facing any challenges and solve them before clients make any complaints. You can do this through automated emails or polls, and surveys.
Another approach to proactive service is making customers aware of a problem in advance. For instance, you can announce that the page will be under maintenance for a certain period and will experience delays before your clients have to experience the delays themselves and complain.
Proactivity also involves apologizing for inconveniences and working on providing better service.
Design Clear and Honest Catalogs
Your ecommerce platform is where customers get to browse through to find what they need. To help them have an enjoyable experience, ensure that you offer honest details of the products you sell.
This will minimize the need for clients to reach out with numerous questions as they seek more product information. Remember to add high-quality images or videos showing the products from multiple angles.
Images added to the site should be those of what you sell, not similar or from a different site. You should also provide detailed product descriptions and details. Ensure the navigation is simple and add clear Calls to Action.
Personalize Customer Experience
Personalized service means offering services to clients based on their profiles and preferences. Personalization helps increase customer satisfaction and can be a great way to build trust and customer loyalty.
One way to do this is through omnichannel customer service. This way, you can meet customer needs using their preferred platforms. It can also give multiple perspectives about a client’s needs and preferences.
For personalization, you can also follow the customer journey map to obtain more information about a customer and how you can best meet their needs. Communication can also be personalized, where you address the client by name in emails and other communication.
AI and chatbots can also help you personalize your services.
Listen and Improve
Using multiple communication channels will be pointless if no changes are effected. Take your time to actively listen to your client’s complaints and suggestions and use these to improve their interaction with your ecommerce platform.
You can use tools like the Customer Satisfaction Survey (CSAT) to know how fulfilled your customers are with your service. The review section can also give you an idea of customer satisfaction levels.
Good customer management is at the core of every successful business. Happy customers become loyal customers and can help increase your ROI. It’s crucial to listen to your client’s needs and handle them in the shortest time possible.
If possible, anticipate potential issues and handle them before they inconvenience your customers. You can also use AI and other tools to improve your services and offer client satisfaction.
Remember that businesses are different, and the techniques that work for one company might not work for another. Take your time and try other methods until you find the right fit for your ecommerce store.
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