Ecommerce is on the Rise

With growing Internet penetration and greater security in online transactions, an increasing number of people are shopping online:

• Ecommerce has Global ecommerce sales reached $1.55 trillion in 2015, and is expected to grow to $3.4 trillion in 2019, according to Statista

• Online sales in the US alone hit $335 billion in 2015, and is expected to grow 56% to reach $523 billion by 2020, according to Forrester Research

Customer Experience as a Differentiator

While differentiation is critical to the survival and success of ecommerce companies, it’s important to remember:

• Most companies think of differentiation in the products or services they offer

• But with intensifying competition, product / service differentiations are narrowing

• Most companies are endeavoring to offer the best product and the best prices

• Your competitors are positioning themselves the same way—making products, services, and pricing commodities today.

Garner says that companies would need to focus on customer service to stay competitive.

Improve Customer Service

• Customer service is the most critical component of customer experience

• Improvement in customer service needs to be systematic, continuous and comprehensive

Here are a few tips for ecommerce businesses to improve customer service:

Tip 1: Offer Multichannel Support

The customer should have a consistent experience across multiple channels. This can include:

• Live chat facility on your website

• Email communication

• Help desk

• Toll free number

• Social media interactions

• Self help (FAQs or help articles available on your site)

Tip 2:Have a Presence on Social Media

Almost 50% of online customers expect brands to provide customer service on Facebook, according to Salesforce. Here are a few tips:

• Focus on one (or at the most two) social media platform

• Avoid messages that appear auto generated

• Make personalization a priority (address customers by name)

• Listen well to customers

• Address all their inputs / grievances

• Provide solutions that work for the customer

Tip 3: Aim for Timely Responses

Most customers indicate that they are more likely to purchase from a company that responds quickly to queries. Here are a few tips:

• Ensure the customer service team has the right tools

• Make your support staff aware of the importance of timely responses

• Make timely responses a part of the KPIs

• Also work on closing the communication in a timely manner

Tip 4:Ensure Great Fulfillment Services

Fulfillment refers to warehousing solutions, a way of tracking orders, the packaging and deliver of goods to the customer and confirmation of orders being filled.

From the time a customer places an order on your website to the time the goods are received, fulfillment services define the customer service and customer experience offered by your company.

A strong fulfilment partner would ensure:

• Seamless inventory management• Smooth integration of logistics

solutions• Streamlined communication to your

company and your customer• Fast turnaround time• Error-free processing of orders• Attractive shipping rates

Opt for a Strong Fulfillment Partner

Looking for a Fulfillment Partner?

Visit: www.bossfulfillment.comOr

Call: 866-881-BOSS (2677)