5 Ways to Improve Customer Service with CommerceXpand

➔
Transparency: Be Accurate and Open
1. Help Instead of Convert
Your customers might have queries, and they may need your support team’s help with products and their
details. So, when they reach out to you through emails and calls, get to the root cause of the issue. Fix the issue
completely and retain your customers.
Offer valuable feedback that will solve the issues. Often, it’s said that good customer service depends on
exceeding expectations. However, it focuses on reducing customers’ efforts, of which accessibility is the biggest
hurdle. Your customers might be already preoccupied with their problems. Simply offering speed and accuracy
in solving problems won’t help. You have to make the service easily accessible and understandable. Keep the
communication clear. Offer easy access to relevant content and customer support. When you focus on
improving their experience rather than your conversion rate, ultimately, you can achieve double the expected
results.
With CommerceXpand, you can take advantage of apps like recently viewed products, product reviews,
Facebook Messenger Chat to reduce your customers’ efforts while shopping.
2. Respond Promptly
Remember – the longer your customer waits for your reply, the shorter they stay on your website. In other
words, response time is the major factor affecting customer service satisfaction. According to research,
customers expect businesses to reply to their emails within one hour of receiving them. Sixty-six percent of
businesses take a day or more to reply. This can cause a negative impact on your business. Hence, make your
customer service quick and provide instant replies. Acknowledge your customers’ presence even if you’re busy
serving another customer. Make them feel valued and appreciated.
Apart from this, you can track various service speeds such as:
➔
➔
First response time: How long do agents take to respond to customers after they first reach out?
Average response time: The total average time between responses if it exceeds more than one
response.
➔
➔
Problem resolution time: The total time taken to resolve a problem.
First contact resolution time: The number of issues resolved with a single response.
These service speeds depend on three factors – the support team’s skills, their autonomy, and the channel
type. So, provide excellent training to your support reps. The more knowledgeable they are, the fewer
appjetty@gmail.com