“How may I help you today?”: Why you need to put customer service at the top of the digital agenda

11. August 2021

The future of your business depends on its customers. No matter what industry you’re in, no matter the size of your organisation, the saying goes that it costs more to create a new customer than to keep an old one. Loyalty is paramount yet running a fully-fledged contact centre shouldn’t be seen as a must-have for every business, especially for growth-oriented small- to medium-sized enterprises (SMEs) with tight budgets and smaller staff components. For the online retail sector, customer service (and customer service experience) always comes first. Here’s what you need to know.

What is customer service?

Defining customer service is simple: it’s the support a business provides its customers to help them get the most out of a product and at the same time, resolve any problems they may have along the way. Today’s digital customer experience can be seen as omnichannel. Tech-savvy customers expect the same agile customer support whether they’re shopping in-store or online. For many businesses, customer queries come in through a number of platforms and interactions across multiple touch points between a customer such as:

  • Website forms
  • Email
  • WhatsApp for business
  • SMS
  • Social media
  • Virtual assistants
  • Chatbots
  • Live chat agents
  • Call centres

While being able to connect with customers in more ways than one can be beneficial in the long run, a recent Microsoft report showed that many consumers still prefer “voice” above all other customer service channels. New and emerging technologies that harness data provide exciting insights into the digital customer experience but the value of being able to speak to a knowledgeable person (who can often resolve an issue in a single interaction) should not be taken for granted. 

Loyal customers are:

  • 5x as likely to repurchase
  • 5x as likely to forgive
  • 4x as likely to refer
  • 7x as likely to try a new offering*

* www.microsoft.com/en-us/us-partner-blog/2020/01/03/3-prescriptions-for-subscription-success/

The future of ecommerce

Competition is fierce when it comes to buying and selling goods over the internet. EverythBing is available online. The ecommerce market is massive, with worldwide sales projected to hit 5.4 trillion US dollars in 2022. Getting an online store up and running is relatively easy which means the real challenge lies good customer service. Why? Customer support for ecommerce cannot be simplified as “treating your shoppers courteously” - it’s valuable part of the ecommerce customer journey.

Shopping online is not only about sales, it’s an experience. Ecommerce provides a new way of interacting with products and brands online and the buying process is not as straightforward as going to the store and putting an item in a trolley. Ecommerce solutions need to consider that customers will be doing alternative online research, reading reviews and comparing prices before clicking the checkout button.

Ecommerce customer support means being everywhere your customer is to keep potential buyers engaged at every stage of the online shopping journey. Customers in need of quick answers will often resort to finding what they need online, only contacting a call centre when:

  1. They have more complex questions
  2. They need to resolve a complicated issue

Next-level customer support agents need to know how to respond to these in-depth queries quickly without leaving customers hanging.

Ecommerce, customer service, customer support, customer experience, cloud telephony, cloud telephone system, NFON

The challenge of ecommerce customer service

For every organisation, customer service experience comes down to the interaction a customer has with a company’s sales, support and service teams – both during and after a purchase. The customer service experience provided will ultimately affect the retention of both new and long-term customers.

Creating a seamless customer experience is not only expected, it’s critical for business growth. A team of call centre agents have the power to make or break a business because they define the overall experience a customer receives.

Discover why the online user experience matters most in the future of retail.

Successful e-tailing often lies in identifying and utilising the best tools available. Smaller companies require customer support technologies that go beyond basic telephony, yet many do not have the time or budget to implement and maintain a more complex call centre solution. Support managers within every organisation need affordable and scalable customer support team solutions that include:

  • Call routing
  • Interactive voice response (IVR)
  • Monitoring
  • Call queues
  • Analytics

Keeping up with the ever-changing world of ecommerce isn’t easy. To attract and retain customers, businesses need clear visibility – better insights led by data-driven analytics – into how their teams’ work to achieve their goals.

How to empower your customer support teams

Delivering high-quality ecommerce customer support is not only something for large e-tailers to do with a call centre, but SMEs can explore practical tools to anticipate, plan and manage their customer support staff, especially during peak times. Nmonitoring Queues (NMQs) offers an easy, scalable and agile way to empower customer support teams with straightforward, flexible pricing smaller businesses can afford.

It doesn’t matter if your company doesn’t have the resources to take on a fully featured on-premises or cloud contact centre solution as yet, NMQs is the answer for both customer support and call centre teams. Sleek and small, it works as an add-on to Cloudya, NFONs Cloud Telephone System, so agents can monitor and track their own activity, including queues and key KPIs, receive supervisor instructions and log in work breaks in a clear, organised manner.

Discover Nmonitoring Queues today, the most efficient and powerful way to empower customer support teams. For a limited time only, you can save –97% on Nmonitoring Queues. Don’t miss out!