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Customer service is one of the most important components of an effective eCommerce store. You can have fantastic products, but if you’re known for bad customer service, you aren’t going to get the sales you should. However, in some cases, you may be giving as much customer service as you can, but people may still see you as being lacking in this regard. This means you have a problem with perception. You can increase your success by incorporating these design tips and techniques.
Dedicated Customer Service Page
One of the most basic design elements that you need for your eCommerce store is a dedicated customer service page. This page does not necessarily have to have a person available for instant messaging or on the phone. Its purpose is to make it easy for your customers to realize they can get help. It should include the contact information for finding the answers to their problems. It’s also a good idea to include links to the FAQs and other areas of information that will be helpful. Keep the page clear and succinct. Including links is great, but do not let them obscure the contact information. It should appear at the top with the appropriate links appearing underneath.
Web Response Form and Confirmation Message
It’s easy to incorporate the web-based customer service widget on just about any website, using a template or designing your own. If you’re having problems, you can always hire a website design company. But the web response form tends to work best because it makes the customer feel as if he’s made direct contact. Do pair it up with an actual phone number he can call during set business hours.
To make this even more effective, set up a standard confirmation message to be sent out as soon as someone requests information through the form. It’s easy to establish these. Many eCommerce store platforms come with such services, or you can purchase an add-on for a fairly low price. The message it sends out should include information about standard response times as well as contact information if they have not heard back within a set period of time. Also follow your own statements. If you say a response will be given within 48 hours, do the best you can to respond in that amount of time.
Making sure you have quality customer service goes a long way toward improving your business. Just because you offer great service doesn’t mean people will know it if your design doesn’t reflect it. You’ll need, at the very least, a dedicated customer service page. Having a web response form in your overall web design can also be beneficial, and including a confirmation message allows you to set forth clear avenues for contact and customer service. Now you just have to make sure that you actually deliver on your promises. Respond within the time you promise, and give them the information they need to be satisfied with your business.