How to Improve Customer Service in eCommerce: Best Practices for Australia

What is eCommerce Customer Service?

Ecommerce customer service involves assisting customers with everything from making purchase decisions to resolving issues, all while ensuring a seamless experience across channels and platforms. In today’s digital-first world, excellent customer service is essential for success. According to Microsoft, 95% of consumers consider customer service crucial for brand loyalty.

However, more than merely offering customer service is required. Poor customer service can be more detrimental than none at all. A significant gap exists between company and customer perceptions of service quality: 80% of businesses believe they provide excellent service, but only 8% of customers agree.

Today’s customers have high expectations. While fewer customers may experience problems, more are likely to complain about customer service issues than ever before. Effective ways how to improve customer service in eCommerce are essential for building brand interest and loyalty. Promptly resolving customer issues and answering questions increases the chances of earning their trust, making them feel heard and valued.

Watch more: What are digital commerce solutions? Benefits, Types, Best Practices and More

Types of eCommerce Customer Support Channels in Australia

In the digital transformation era, clients use various communication methods, making it essential for eCommerce businesses to be present on multiple platforms. Here are some support channels you can explore to apply how to improve customer service in eCommerce within the Australian market:

• Social Media: In Australia, social media is a powerful tool for businesses to engage with customers on platforms they frequently use. Regular social listening helps you understand their needs and preferences. Engaging customers on their preferred channels demonstrates your interest and fosters trust. Popular platforms in Australia include Facebook, Instagram, and Twitter.
• Live Chat: Australian consumers highly value real-time support, with most customers stating that an “instant” response is vital. While not all companies can have chat agents available 24/7, integrating live chat can set you apart from competitors. Live chat is available when human customer support agents are online; otherwise, consumers can leave a message and receive a response later.
• Chatbots: eCommerce chatbots are computer programs that communicate in real-time with website visitors. They provide customer service, respond to inquiries, offer quick product recommendations, collect feedback, and monitor engagement. In the Australian market, chatbots can help businesses manage high volumes of customer interactions efficiently and effectively.

Best practices on how to improve customer service in eCommerce

Companies must adapt to the evolving buyer landscape in Australia. As the face of the business, the customer service team is crucial in building relationships and trust with customers. Excellent customer service, supported by a robust eCommerce solution, can significantly impact your business by enhancing customer satisfaction and loyalty.

Here are seven ways to enhance your eCommerce customer service:

Offer Attractive Return Policies

Customers often worry about the hassle of returning unwanted or defective products. With 30% of all online purchases being returned in Australia, having a straightforward return policy is crucial. Make sure to include links to your return and exchange policy in prominent locations on your website, such as:

• The footer
• FAQ page
• Cart
• Checkout

A clear and accessible return policy builds customer confidence, increasing the likelihood of purchases and brand trials, especially for new companies. Offering a complete refund instead of store credit, reasonable return timeframes, and guarantees are all effective strategies to encourage sales. 

Most consumers say they are more likely to buy from an eCommerce business with an attractive return policy. Simplifying the return process can significantly boost your sales. To learn how to improve customer service in eCommerce, focusing on an easy and efficient return policy is key.

Watch more: 5 Leading Digital Commerce Solutions in Australia

Give Your Customers a Personal Experience

Personalization sets your brand apart from competitors. To provide a personalized experience, consider offering:

• Individual accounts that track past purchases
• Checkout information like previous shipping details
• Product suggestions based on past interests
• Personalized email messages

These strategies on how to improve customer service in eCommerce help you connect with customers on an individual level. Some brands even offer customization services, such as custom-fit clothing, to make customers feel special. 

While this may not be feasible for all businesses, it is an effective way to differentiate your brand and enhance customer experience. Satisfied customers are likely to share their positive experiences with friends and family, providing invaluable word-of-mouth marketing.

Ask Your Customers for Feedback

It’s a well-known fact that most customers won’t offer feedback unless prompted. Send an email to evaluate their experience or ask them to write a brief review for your website or social media channels. Offering a small discount on future orders can encourage them to share their thoughts.

Feedback and reviews are vital for your brand strategy and how to improve customer service in eCommerce, providing valuable insights into what’s working and what needs improvement. Negative reviews can be particularly useful, helping you identify and fix issues. Always respond to both positive and negative reviews, showing appreciation for their feedback. Engaging with customers in this way can foster loyalty and trust.

Additionally, hold live chats with your customers. In today’s digital world of the Australian market, customers expect instant responses. Over 80% of online shoppers need assistance completing an order, and a live chat with a real person (not automated software) can be crucial. It helps customers complete their purchase journey, reducing the likelihood they’ll turn to competitors with faster response times.

Improve Your Response Time

In Australian eCommerce, speed, and convenience are crucial on how to improve customer service in eCommerce. A significant 73% of respondents highlight delivery time and speed as the most important factors. Online shoppers expect quick responses and prompt answers.

Simply providing multiple channels for customers to reach your service team isn’t enough. The key to an effective team is balancing speed and convenience.

By consistently delivering high-quality service quickly across all channels, you can achieve a fully functional, multichannel customer service strategy. This approach ensures that customers receive the swift and efficient service they expect, enhancing their overall shopping experience.

Conclusion

As customers’ expectations for the ideal online shopping experience rise, exceptional customer service becomes essential to thrive in Australia’s competitive eCommerce landscape. Reinventing the online buying journey and incorporating highly efficient customer service best practices can yield significant benefits. 

With expertise in creating seamless online experiences, SmartOSC ensures your platform meets the highest standards of speed, convenience, and efficiency, enabling you to meet and exceed customer expectations in the competitive Australian market. If you’re wondering how to improve customer service in eCommerce, dontact us now!