5 Ways to Improve Customer Service with CommerceXpand
Offer prompt solutions, show your efforts, maintain consistency, teach accountability, and empower your customers and staff to manage their activities themselves.
Offer prompt solutions, show your efforts, maintain consistency, teach accountability, and empower your customers and staff to manage their activities themselves.
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questions and time they will need to solve the problem. For that, they also need decision-making power. If they
can make the judgment call, it will reduce costs and save time as well. Lastly, the channel you choose defines
your response time. Hence, offer an omnichannel experience.
You can also include customer self-service options like AI-enabled chatbots, help centers, FAQs, and a
knowledge base to provide proactive support.
3. Give Unexpected Surprises
When you give your customers extra, it often grabs their attention. Let’s learn how – from our favorite brand
Disney. Disney found that a few children would wait in line for a ride only to find out that they were too short
for the ride. To turn their disappointment and frustration into a positive experience, Disney offers those kids a
special pass to skip to the front of the line for their next ride. Isn’t that great?
A small gesture goes a long way. So, include those little surprises in your customer service. It can be a thank
you for a visit, a personalized email, or a customized letter. You can even offer freebies and custom product
recommendations based on past purchases. You can leverage the Shopify bundle app and make customized
product bundles that they might like.
Delighting your customers with personalized offerings and surprises will positively impact your customer
service.
4. Empower them
Customers often like to troubleshoot their queries themselves. In fact, 89 percent of US consumers expect
businesses to provide a self-service option. Self-service is faster and more convenient than opening a ticket. It
reduces the efforts of your service team by redirecting their focus to high-priority tasks. Customers, on the
contrary, can troubleshoot their problems themselves using the knowledge base. They can get back to real-life
service agents if required.
Features that you need for customer accountability and empowerment:
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Ratings and reviews
Knowledge base
Omnichannel
A self-service portal alone will be enough to provide your customers with personalized service.
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