News by Topic
- Search Marketing
- Email Marketing
- Loyalty Marketing
- Mobile Marketing
- Social Marketing
- Viral Marketing
- Trends & Ideas
- Internet Marketing 101
Top 3 tips to improve customer service
Today, as more and more players enter the market, online retailers win by differentiating with experience. From checkout to delivery, eCommerce players strive hard to deliver a consistent and exceptional experience to be on top-of-mind recall. Today, service matters as much as price when making a quick online purchase.
"[This year, customer] support will be embedded into devices," said Girish Mathrubootham, Founder and CEO, Freshdesk. "Last year we saw Amazon integrate 24/7 support into the Kindle Fire. Customers today want answers right there, right then."
To that end, Mathrubootham believes real time, round-the-clock customer service is fast becoming a must have in the online ecommerce space. But that isn't all that is expected - the customer service aspect is expected by many customers to also be seamless and to cross channels.
How can a brand ensure they are ready for this kind of support?
First, think of online customers as just that - customers.
"Proactively reach out to [site] visitors," said Mathrubootham. "Turning those anonymous IPs into human connections can help you win purchases."
Second, dedicate social media handles that are specific to customer requests and issues. That dedicated handle should be separate to any marketing or promotional handles also being used.
Third, have different surveys for different customers and make sure the right customers get the right surveys.
"Long, 10 minute surveys test everybody's patience," said Mathrubootham. "Ask your most engaged visitors and customers questions, but keep them quick and short."
Image via Shutterstock
- Top 3 tips for effective native ad campaigns
- Top 3 email tips for the 2014 holidays
- Study: 3/4 will use phones for holiday shopping
- Studies: Shoppers want connection
- Brands: What to prep now for Thanksgiving Weekend
- Would your website earn Google's mobile-friendly label?
- Third of UK online retailers are not ready for the Christmas rush
- Study: Consumers find driving need to be always on
Featured White Papers
- Definitive Guide to Marketing Metrics and Analytics
Download this 70-page, all-encompassing guide to learn the right metrics for understanding and interpreting marketing results, why measuring marketing programs...
- From Average to Elite: 7 Secrets of Today's Top Marketers
Marketing is more chaotic than ever. Pleasing multiple stakeholders, juggling random request inputs and collecting meaningful data from project teams...
- Marketing Attribution in the New World
We all know that consumers generally do not convert after seeing just one advertisement. How do we decide which campaign...