Customer Service as a Competitive Advantage

The Early Checkout

The Ecom Growth Newsletter #61

It’s Official; welcome to 2023. We want to start this year on the best possible foot for you and your customers. Your brand is only as good as the interaction you have with your customers. One of the most misunderstood processes of an eCommerce business is customer service. Yes, it does exist to provide support to your customers, but it is also one of the most valuable marketing tools we have.

In this issue, we are talking about how to turn your customer service into a well-oiled marketing machine. We are going to delight customers, Increase overall satisfaction and Improve profits through your team!

Let’s get into it…

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Customer Service

Is the assistance and support provided to customers before, during, and after a purchase.

Want to learn about the benefits of good customer service? (Click Here)

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The customer service department is one of the most misunderstood processes in an e-commerce business. It does not exist to only answer questions. Customer service and product delivery combined or one of your business's greatest marketing assets.

According to a study conducted by the White House Office of Consumer Affairs, customers are four times more likely to refer a friend to a brand if they have had a positive customer experience. It's your job to provide this experience and we are gonna show you how.

Here are eight ways to improve your customer service and Increase the likelihood of getting some well-deserved word-of-mouth business.

1. Make it easy for customers to get in touch: Provide multiple channels for customers to contact you, such as email, phone, and social media.

Pro Tip: Live chat function can not only make it easy for customers to reach out, but it can also drastically improve the customer service experience.

2. Respond quickly: Customers expect a fast response, so aim to answer inquiries within a few hours or less.

Pro Tip: You should be tracking response time. This measures how quickly your team responds to customer inquiries or complaints. A fast response time is important for customer satisfaction.

3. Be helpful and friendly: Treat every customer with respect and do your best to solve their problem or answer their question.

4. Follow up: Check in with customers after their purchase to ensure they are satisfied with their experience.

5. Offer personalized service: Take the time to get to know your customers and tailor your service to their individual needs.

6. Go the extra mile: Surprise and delight your customers by going above and beyond to meet their needs.

Pro Tip: Included an unadvertised “Gift” with their order to show appreciation. It does not need to be expensive. It could be something as simple as a handwritten thank you note!

7. Collect and share customer feedback: Use customer feedback to improve your service and showcase positive reviews on your website or social media channels.

8. Train your team: Make sure your customer service team is well-trained and equipped to handle a wide range of customer inquiries and complaints.

By shifting your prospect from providing “customer service” to delivering a delightful experience, You will see your business grow exponentially through the power of compounding word of mouth. This is how you turn your customer service into a powerful marketing tool that helps you build customer trust and loyalty!

Are you tired of juggling multiple support channels and struggling to keep track of customer conversations and orders? Do you want to accelerate the growth of your eCommerce business by providing happier customers with better service? Look no further than Gorgias, the revenue-focused customer service platform for fast-growing merchants.

With Gorgias, you can unify all of your support conversations and related orders in one customer ticket view, making it easier to manage and prioritize your customer interactions. You can also reduce checkout friction and improve the overall customer experience with self-service resources that provide instant answers or by using dynamic macros to auto-fill responses with personalized information.

But it's not just about providing better service - Gorgias can also help you make more sales. Our merchants made $1.1 billion in 2021 through support, so imagine what Gorgias could do for your business. Plus, you can track team activity and support metrics on live dashboards to improve your customer service even further.

Don't let multiple support channels hold you back. Sign up for Gorgias today and see how it can help you convert more shoppers and retain them longer.

Try It For Free! Get a 7 Day Free Trial (Click Here)

The Early Checkout Team

Today's Issue was written by: Zachary J. Radford

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P.S. Happy New Year, Let's start 2023 with a bang! ♥

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