The Tech and Commerce Blog
How great customer service benefits any ecommerce business

Customer service used to be about greeting customers with a simple hello and a smile, but in today’s world, customer service means something much different. Since you are in the ecommerce business world, your customer service meaning is even more different than businesses who see their customers face to face. You must be more proactive about customer service and you must make sure that your employees are treating your customers with respect. This article will talk about some of the different ways you can spruce up your customer service so that you do not lose customers.

Multichannel Support

One of the most beneficial things you can offer your customers is multichannel support options. This means that customers should be able to reach you on a number of different levels instead of just by phone or by email. You should make sure that your customers know how they can reach you as well.

Many people prefer using an online source to contact companies. The phone is becoming more obsolete and many people rely heavily on self-help and the Internet.

You should offer multichannel support such as:

  • Phone
  • Email
  • Live Chat
  • Social Media
  • Blog
  • FAQs
  • Interactive Demos

Quick Response Times

Making sure to respond to emails, chat, and phone calls quickly is great customer service. Almost 85% of customers have said they are more than likely to do business with a company who will return their call within just one minute.

If you are on a holiday or have a reason for delay in response time, display it somewhere so that your customers know what to expect. Typically, emails should be responded to within 24 to 48 hours, phone calls the same day, if not while on the line with the customer, and live chat is instant.

Social Media is Your Friend

Many people flock to social media and are constantly following their favorite companies and brands. As an ecommerce business, you need to be on social media. This cannot be stressed enough. Customers like to speak with companies through social media and they will ask questions, make suggestions, and leave reviews. Being present and answering them is a great way to establish a reputation and provide excellent customer service.

Wow Your Customers

One thing you need to do when it comes to customer service is wow your customers. You should be providing them with answers to their questions and also empathizing with them. This experience for them should be amazing and they should simply recommend your company to others just based on your customer service.

Your customers are important to you and you should hire staff that think the same way. If your staff members are not treating your customers the way they should be, you may lose customers due to a poor experience. Your staff should be knowledgeable if they are placed in a role where they will be helping fix problems. Offering stellar customer service in the ecommerce industry is important and vital to your success and future. 

 

< Back to The Tech and Commerce Blog Archives
Mobile Commerce is much more than copying and pasting your ecommerce site to your mobile site, as the customer's usage and buying behaviors are unique to mobile.
Selling your one product through multiple outlets is the smartest thing you can ever do. The result is simple: the same product plus more eyeballs equals increased sales.
Electing NEC to manage all your SEO & SEM needs, ensures that this vital aspect of e-commerce is not neglected. We work with you to leverage your brand across the web and translate that into higher sales.
SEO & Marketing
NEC will help manage both your SEO & SEM efforts across the web and on social marketing sites like Facebook. Electing NEC to manage all your SEO & SEM needs, ensures that this vital aspect of e-commerce is not neglected. We work with you to leverage your brand across the web and translate that into higher sales.  Read more
Marketplaces
Selling your one product through multiple outlets is the smartest thing you can ever do. The result is simple: the same product plus more eyeballs equals increased sales.  Read more
Mobile Commerce
Congratulations! You have a fantastic website. Now check it out on your new cell phone. Chances are the website is not useable. Mobile Commerce is much more than copying and pasting your ecommerce site to your mobile site as the customer's usage and buying behaviors are unique to mobile.  Read more
Various Payment Integration Options
In addition to the traditional credit card payment options, (Visa, MasterCard, American Express, Discover) we provide seamless integration with PayPal, Google Checkout, Amazon Payment e-layaway, Bill Me Later, and other vendors.  Read more
E-Commerce Engine
Nox Enterprise Commerce provides your firm with flexible and powerful e-commerce software. Build an online store without hassle: NEC facilitates processing and filling online orders with immediacy. Our scalable platform means our solution will grow in step with your business, accommodating inventory changes with a minimum of upkeep.  Read more
User Friendly Designed Interface
The importance of a well designed User Interface can be the difference between the success and failure of your endeavor. We conduct user testing to guarantee that the design proposed is a perfect fit for your product and audience.  Read more
Nox Business Intelligence
Nox Business Intelligence (NBI) provides historical, current and predictive views of business operations. Common functions of NBI are reporting, online analytical processing, analytics, data mining, business performance management, benchmarking and predictive analytics.  Read more
Catalog Management
Nox Enterprise Commerce has the valuable tools you need to build, establish, manage, and grow a reliable online store. Our extensive array of web-based management tools and utilities provide you with a scalable e-commerce solution that grows with your business.  Read more
Content Management
With NEC's robust platform, the benefits to your business are substantial. We provide for tight integration with back-end and external systems, a professional support team working for you and your customers, complete site hosting with guaranteed up time, custom look-and-feel to appeal to your business' key demographics, and more.  Read more
Warehouse Solutions
National Fulfillment Services (NFS) is a direct marketing/direct response support company that delivers more of the essential services- and service - you need to build your business. Our operation is the engine that can propel your direct marketing programs to success, generate repeat buyers and revenues and accelerate your business goals by providing on-time fulfillment and total satisfaction to your customers.  Read more
Photo and Video Services
Nox Enterprise Commerce realizes that many clients may not want to allocate all the necessary resources for ongoing quality product photography so we built our own professional studio in-house. This means you get the brand-centric photography you need at a fraction of the price, with none of the asset management hassles. The result is a consistent, high-quality representation of your unique brand identity.  Read more
Inventory Management
NEC works with whatever systems and processes you use to run your business: accounting systems, fulfillment, customer service, ERP and more. Automating with the NEC Inventory Management Module will reduce back-office costs by eliminating data entry errors and redundancies. An additional benefit is the integration of customer service processes, and streamlining for order fulfillment. For over 10 years, we have backed up our development with extensive testing and analysis, to find out what really works, and what doesn't.  Read more
A/B Testing
A/B tests are most commonly used to gauge the effectiveness of changes to a certain aesthetic element or across the entire site. We work closely with you to determine the elements you want to test, design the variation and set it up.  Read more
Cart Remarketing
On average, 26% of customers return to a site to buy if the company has an effective remarketing program in place.  Read more
Our Partners
As we look to the future to enable our clients to compete in a heavily congested market online, the collaboration between Nox and our key partners becomes more crucial than ever.  Read more
Case Studies
As a fully customizable and hosted solution, Nox Enterprise Commerce works with you to achieve your goals. Check out some of our success stories.  Read more
Progressive Mindset
Wouldn't it be great if the enhancements you wanted for your site to increase your sales and exposure were the same modules and features our current customers already are having success with?  
24/7 Uptime
Nox Solutions support is not outsourced. You will be speaking with a Nox specialist with intimate knowledge of the product.  Read more
© 2001-2019 NoxEnterpriseCommerce.com. All rights reserved.