Why is fast service essential for your e-commerce business?
The world may have changed dramatically over the past decade in terms of physical vs. online stores, but customer expectations for service remain extremely high. If you provide slow and/or unfriendly service, it can lead to...
- your customer sharing their dissatisfaction with friends
- your customer sharing their opinion on social media
- the customer leaving a negative review on various platforms (Google, Trustpilot, bol.com).
These are just a few examples.
Good customer service can make or break your e-commerce business. Yet, it's a topic that many (starting) entrepreneurs secretly neglect a bit. 'First, let's make some sales' isn't a bad idea either. And yet, it's those first sales - and thus those first 100% satisfied customers - that can make your business boom. Don't underestimate the power of fast and friendly customer service.
Customer Service & bol.com
If you sell through bol.com and have customer service in your own hands, bol.com closely monitors how good (or not) your service is. Bol.com links this to a direct consequence. The better your customer service, the higher the chance that you'll appear high in the search results. The number of sales you make is literally linked to the service you provide!
These are the channels your customer wants to use to contact you
Okay, you might not expect this, but the number of channels on which you're available to your customers is already a form of customer service. So, we mean: can your customer easily get in touch with you? The classic channels, phone and email, are important, but social media and, for example, live chat also count.
You'd prefer to be available via:
- Phone
- Social media (WhatsApp, Facebook, Instagram & Twitter)
- Live chat
- Comprehensive FAQ
How to be available everywhere and still keep track of everything? If you want to offer optimal customer service as an e-commerce entrepreneur, it's essential to find a balance between being present on 'as many channels as possible' and maintaining enough overview to answer all customer questions that come in on time.
This is the customer service solution for e-commerce
Imagine being available to your customer on all the above channels. That your customers can easily contact you, and that your quick response ensures they're helped beyond their expectations. And one more thing... that all this doesn't require any extra effort from you!
By working with one smart inbox where all communication channels come together, it feels like you're working with just one channel (for you and your team). Nothing could be further from the truth. Your customers approach you via Whatsapp Business, Facebook Messenger, Instagram, and/or email. A tool like Trengo then ensures you only need to work from one dashboard.
All channels in one overview
With a unified inbox platform, customer service for your e-commerce business becomes easy, straightforward, and fast. Convenient for you, great for your customer! And perhaps most importantly as a bol.com seller: customer questions from bol.com also appear in the dashboard!
E-commerce customer service doesn't have to be chaotic and disorganized. A component that's so crucial to your business's success, you want to take seriously without it taking up all your valuable time. Create a business with top-notch service and 100% visibility.
