Customer service quality in e-commerce: how not to lose customers’ trust?

The E-commerce boom is still ongoing. In effect, this market is becoming more and more competitive year by year. Today, to survive and build a strong brand, you need more than just low prices. How to strengthen your e-store customers’ trust? Here are the major tips.

Customers’ trust in the e-store: foundation for effective sales

Although the number of persons who do the shopping in on-stores is on the increase – as many as 77% of Internet users purchase goods online there are still many people who remain skeptical about this form of shopping. From the psychological point of view, it is not surprising: online transactions are „indirect”. This means that customers cannot see or try the product before purchasing it. Even though they do not buy anything on spec, they are required to place trust in sellers. For this reason, reliability of an online store is crucial in the long run. Customer service quality is the priority in this respect.

E-commerce customer service quality: what can boost the store’s reliability?

There are a few elements that make the online shop highly popular, and eventually trustworthy. See below.

1. Smooth communication with the e-store
   Both customers who are about to make the purchasing decision and those who have already made a purchase should be allowed to easily contact the e-store’s staff. E-mails which nobody answers for a couple of days is the major „sin” which you have to avoid at all costs. This is why it is advisable to let customers contact you via phone or e-mail instantly. Note! If you wish to avoid misunderstandings, clearly specify office hours – such information, if real, will have a positive impact on customers’ perception of your store.
2. Professional advice
   E-commerce customers are often highly independent and value the possibility of getting through all purchasing stages on their own. There are also persons who need help in choosing a specific item or require a general piece of advice. This is why the e-shop staff must be knowledgeable about goods for sale and be committed to advising buyers.

   When the potential customer contacts the e-store’s staff, for example through a live chat on the website, with a specific question and receives a trite and dismissing answer, he or she is unlikely to make the final order. Additionally his/her experience may end up with a negative rate.

3. Order status update
   Credible online shops notify customers of their order status on an ongoing basis – for example through an automated mailing. Messages which confirm payment booking, completed orders or shipping give the buyer a sense of security and help them prepare for package receipt. This may also lead to a positive rating.
4. Smooth and safe shipping
   A modern online shop sends products as it has promised. This period of time should be as short as possible, but also realistic. If you promise 24-hour shipping upon order placement, but the package is delivered 4 days later, you should expect negative feedback.

   If you want to make sure products reach buyers as soon as possible, and the delivery remains safe and timely, entrust logistics to experienced partners. They will take care of smooth and correct order completion as well as instant shipping.

Do you need support in the comprehensive management of logistics in your e-store? Contact OEX E-business specialists and see how they can help you improve customer service and optimize business costs!