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Importance of Customer Service Online

When you think of customer service, you might think of the service you receive when entering a store. The service a sales representative offers, ‘hello, can I help you with anything?’ Many of us may ignore this question but we understand that if we need help there is someone who can assist us with our needs.

Those who own an online business need to understand that customer service can also be provided online. Customer service is equally important for online stores, and with the growing understanding of service and sales, customers expect a high standard of service to be provided to them.

When looking at an Ecommerce website, many online stores miss the basic elements of customer service. However, in today’s market it is important to have great customer services, not only for the customer but also for the company.

Loyalty:

Customer service is extremely important for any business online or physical. It allows customers to find what they are looking for, have their questions answered, and feel at ease whilst shopping. This will allow customers to come back shopping for your products, which should be every businesses goal. Customers who receive great services will also mention this to friends and family, a huge pool of potential customers.

Reputation:

High quality of service can help build your reputation amongst your customers. You will stand out from your competitors, and customers will want to come back. Reputation is important to build any business or brand.

Sales

The ultimate goal is to increase sales, and customer service can certainly help this. If you have loyal customers, answer their queries this will lead to sale.

Customer Service for Online stores

The reasons are clean on how it can help a company but how do you provide exceptional customer service online?

1)     Readily available contact information –

It is important to have this information on hand , for example on the header. Therefore, if a customer is looking at a product and is having a problem purchasing they can easily call you.

Have a contact us section, this should have an email address, a contact number, opening times all the relevant information a customer needs to get in contact with you.

2)     Customer feedback

Customer review is a great way of customers to be able to communicate with you about your services and how you can improve your service. This can help build your reputation and customer satisfaction.

3)     Enquiry form

This is a great way of customers to enquire directly with you, without having to go their email outbox.  This is efficient customer service, which can help you address the issues and for your customers to navigate on your website easily.

4)     Chat

An advance option for customer service is to have a live chat option. This allows you to handle the questions directly and quickly. This can drive the sales more quickly and help them if they are having issues on the website. This is  great way of offering exceptional customer service.

5)     FAQ section, informative pages.

This is great for questions that constantly arise, without you having to answer emails or calls which address the same problems. This saves time and is more efficient for the customer as they can have their questions answered quickly.

Clearly label shipping and returns policy so customers understand the policy and charges. It is important to have informative pages such as this so customers can read. This will save you time answering these questions and make it more easy for the customer to purchase.

6)     Social media usage

Customers usually go on social network sites such as Twitter and Facebook to ask questions. This allows you to answer them directly and is a great way of engaging customers. If you offer great service through these platforms, potential customers will be able to see how efficient an friendly your company is which can once again help build reputation and loyalty.

Following this guide, you will be able to offer great customer services to your potential customers.

User satisfaction increases sales on websites

According to the E-tailers satisfaction index, the results show that E-tailers are pleasing their customer more than ever. So what does this mean? If customers are satisfied with the e-shop they are more likely to purchase, helping increase sales for the company.

As we know, Ecommerce has grown significantly in the last ten years and slowly there have been improvement to keep customers satisfied whilst shopping online. E-tailers are beginning to understand the importance of customer satisfaction browsing websites to their sales. The need to please customers is significant growing.  E-tailers have started implementing a range of activities to ensure customer’s satisfaction is met.

The foundation of customer satisfaction is to help improve users experience on the website, making it more enjoyable and easy. With the data from the satisfaction index showing 36 out of 100 websites being exceptional this is a huge increase in previous years. It is important for business to not only have a good product but to have a powerful website. Thus meaning a visually engaging website that is powerful and user-friendly allowing customers to shop at ease without getting lost.

As ecommerce is growing significantly, web presence for business has become increasingly important. Businesses have now been listening to customers’ demands and looking at competition to ensure their website is more powerful.

There are several important aspects to consider when enhancing the user experience on the website.

1)      Navigation

2)      Accessibility – ease to shop online

3)      Product description to be concise and informative.

4)      Quick and easy purchase

5)      Clearly displayed information

The above may be obvious but it is shocking to see how many websites can fail in this area. There are some functionalities that have played a huge part in customer satisfaction for example reviews, having the ability to comment or give a rating on products help customers feel secure purchasing or allows them to feel comfortable expressing their views.

The Key factor on customer satisfaction is if customers enjoy browsing on your website they will be happy to come and visit again and give you repeat business.

Online retailers are using technology that will enhance users’ experience. That helps facilitate the experience further. Businesses are also improving the products ensuring that it is marketed correctly and developed to the best standards.

There is no surprise to find that the big ecommerce giants Amazon were number one in the satisfaction-rating list. Amazon beat all the competitors for best retail with a score of 89 a highly competitive score. This score may not be followed by consumers but it is still important for E-taliers to understand how they can improve their customer satisfaction on their website. By looking at Amazon it is clear why they have beaten many websites, they tick all the above-mentioned factors.

A key line to remember is that efficiency and accessibility is important when it comes to online shopping.

There are many other factors that contribute to customer satisfaction

·         Security

·         Powerful designs

·         Regulations

·         Marketing

By using a combination of the above, you will be on the right path for increasing customers experience and satisfaction on your website.

If you would like more information, you should contact us for Ecommerce consultancy. This service allows you to find in-depth analysis of your website and suggestions on specific areas that may need to be changed or improved. The aim of the consultancy is to help your business grow online and keep customer satisfaction on a high.

For more information either email us your requirements or call us today

Google Places Is The Place To Be

Have you been in an area where you are looking for the local drycleaner, restaurant, café etc. You cannot find what you are looking for and aimlessly roaming the area, well the answer is Google places.

Google Places is very important not only for the person searching around the area but more importantly Google Places is extrememly important for local businesses. Imagine the vast amount of people in your area not knowing about your business and where you are located. Being on Google Places can turn this around allowing more people to know where you are and what you offer. Research says that 97 % of people search online for local business. Being on Google Places allows your customers to find you more easily and not miss any potential business you might have if you were not on Google places. It is important to stand out from other local businesses in your area.

Seting up a Google Places account is very effective, you will have a company overview showcasing your services  and products you provide.

You will be marked on your local map allowing customers to know where you are near and what local transport is nearby.

You also have the ability to add images to the Google Place account, upload images of your building/products.

It will display your contact information that is a great and easy way to get in contact with you for example a contact number, address, and opening hours will be displayed; this can further be enhanced by linking a website to your account so you get the competitive edge. If you have a powerful website displaying your services or products this can further entice customers to visit you. Customers can write a review about your business which can enhance your reputation.

Why not take a step further and optimise your Google places with specific keywords. Using certain keywords for your business can enhance your position on Google.

If you want to know more about Google Places, website development or optimisation contact us today for a free quote.

GOOGLE PRIVACY POLICY

At the beginning of the month you may have been aware of the introduction of the Google privacy policy. There was much speculation and critics were warning that this could be the start of something unlawful. However, Google has only made things easier and more relevant for its customers.

The global giants got rid of nearly 60 privacy policies and changed it to one privacy policy that was easy to read and understand. This privacy policy would be followed over a range of products and services. The aim was to allow customers to have a more ‘streamlined experience’. The privacy policy is shorter concise and more easy to follow. So why is it being heavily criticised?

There has been much debate about the new privacy policy breaking EU guidelines and in recent days there has been uproar among customers in an attempt to sue Google. So what do these privacy policies consist of and why is there such a controversial debate over it. We have given you a basic understanding of the Google Privacy policy.

First they collect your information, including your browsing history and share this data across its platforms such as blogger. The most controversial aspect to this is they collect customers data, this includes personal data which some find a breach against law.

The aim for this was to get searches more specified to what you would like and relevant to your searches, hence why you would get targeted ads to specific things you may have browsed earlier that day.  This means good business for those advertising and to enhance the users experience by monitoring your habits. Remember they only share it with Google platforms, you have the ability to get more targeted advertisements to your interest saving you time to search. In a nutshell the Google algorithm collects your data and displays useful adverts that may be relevant to you.

SEO BECOMES IMPERATIVE FOR OPTIMUM CONVERSIONS

Now the question is that why SEO is important for getting the best conversions on the website?  A proper Search Engine optimization campaign does not only send targeted traffic to the website but also send the suitable traffic to the suitable page of the website.

Sometimes, people feel that they have a great looking website and they have also been able to get good keyword rankings but what they are not achieving on the website are the sales/conversions.

The reason could be the navigational structure of their website or the architectural issues with the website that is impacting the conversions of the website.

In order to get the best possible conversions one should keep these basic points in mind-:

1) The meta tags of the website is suitable for the kind of products selling on that website. With this the proper targeted traffic will come from the SERP to the suitable website page where visitor will get the information/ products or services he is looking for.

2) The navigational structure of the website has to be very user-friendly and should be able to enhance the user experience. The user must not get lost on the website.

3) The page on which the decision has to be made by the visitor- (whatever the decision be- to shop, to make bookings, to call, to subscribe for the newsletter, to shoot an enquiry etc.) has to properly optimized- in a way that everything is clear to the customer

4) Web analytics is very important to understand the user’s behavior on the website. All the Ecommerce website must have some kind of web analytics integrated so as to understand the bounce backs and page visits etc.

A website has to be built and optimized in a way so that the best possible conversions can be achieved.

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