Good Customer Service Creates Great Brand Ambassadors!

In today’s fast paced, internet driven consumer world ,how you deliver your product is as important as the product itself .Customer service in this new world of eCommerce & marketplaces like Amazon,ebay etc brings a whole new experience - Servicing a customer you cannot see or interact, like you can in a brick-and-mortar store.

Having worked with several online retailers, the eCommerce team at eDesk has learnt from experience.Here are some of our observations and tips.

Delivering great customer service needs a positive “can do” attitude. It's challenging at times, but every opportunity to address a customer complaint is an opportunity to delight a customer, and create a brand ambassador.

A customer visiting an eCommerce website or marketplace looking for a product,is no different from one who walks into a store. Customers are not perfect. Each is different, some have unrealistic expectations, and many change their minds and often, make emotional decisions. It only proves that customers are humans like us!

Customer service is sometimes called as customer care, because it's about looking after customers, and putting their needs first. Good customer service is about:

• Treating customers with respect and thinking of them as people the organization may be able to help with its products and services, rather than just “people to be sold stuff to".
• Learning & understanding what each customer needs, and helping to find products or services to satisfy those needs.
• Being supportive and offering help after the sale, and not rejecting request for help once the money is received.
• Making customers happy with what they buy, and how they are sold.

How is customer service delivered in the eCommerce world?

Unlike a brick and mortar store where a customer can walk in to have their issues resolved, ecommerce businesses have the unique challenge of having to serve customers almost exclusively online via email, website chat , social media or via telephone.

More recently there is a lot of talk about the use of bots for customer service and in some websites there might be technologies that help automate some aspects of customer service or technologies that enable customers to serve themselves. These tools can help improve the customer experience, but should not be a barrier to delivering more personal service when customers need it.

Customers buy experiences while buying the product.

Customer service is a basic need of any consumer-driven business. Great customer service helps maintain competitive advantage,happier customers, happier team members.

The indirect result of great customer service is,great reputation which is important in attracting future customers and essential for the credibility of the business.

Creating brand ambassadors

If you delight your customers,they will

• Recommend you to their friends.
• Write great reviews of your product on social media and review sites
• Be loyal to you

Start creating an army of Brand Ambassadors for your business by focusing on “Great Customer Experiences”

Note : eDesk Provides eCommerce companies with virtual staff to manage customer service and back office tasks on their behalf.