Imagine you walk into a store specializing in electronics like cell phones, TVs, video games, etc. You're looking for a new TV, but you only know the dimensions it needs to have to "fit" properly in your living room.
When you walk in, surprise! There's no one there to help you. You're on your own, searching alone, and you don't know where to begin, since you're unfamiliar with the specific features of each screen, let alone its resolution. That's when you wish there was someone to guide you through the buying process and answer all your questions.
Just like that case, there are many more in the business world. And although it might not seem like it, the same thing happens in online stores. So, how can we answer users' frequently asked questions and guide them through the digital shopping process? Let's find out!
But first: What is customer service?
Customer service is a whole set of activities and strategies well planned by a company or brand that seeks to guarantee its customers a memorable experience during their purchase process within its e-commerce sites.
The main functions of customer service include:
- Customer service and frequently asked questions: We help customers resolve any doubts or problems they may have with the product or service. This includes everything from answering simple questions to solving more complex problems involving usage instructions, for example.
- Maintaining constant communication: Clear and empathetic communication with customers through calls, emails, online chats, or social media ensures that customers feel protected at any time and can be certain that if something goes wrong, customer service will be there to support them.
- Technical support: Technical assistance is provided when customers experience difficulties using the product or service they purchased. This may include step-by-step guides, online video tutorials, or direct contact with an expert technician.
What is customer service like with a Shopify store?
Customer service in a Shopify store is designed to be accessible and focused on user needs, using personalized support tools to ensure a great shopping experience. Customer service in Shopify can vary depending on how each brand handles customer interactions, the Shopify expert you're working with, and the strategy they're implementing for your e-commerce business, but generally, they can share some common tools.
A user-friendly interface
Shopify is known for providing an intuitive platform with user-friendly templates for both e-commerce owners and online shoppers, allowing them to make purchases from any device without compromising accessibility thanks to the platform's responsive design . Why do we mention this? Because it's crucial for customers to experience quality service from the moment they enter your e-commerce site. Customer service encompasses not only communication methods but also focuses on improving the overall user experience.
If you need help or have any questions about responsive design, Shopify Partners can guide you in creating your e-commerce site, making it dynamic and consistent with your brand identity.
Live chat and instant technical support
Shopify stores allow you to integrate live chat tools, such as WhatsApp, for direct and immediate contact and personalized support. This not only ensures your customers receive quick answers to their questions but also fosters a stronger connection with them, leading to increased customer loyalty and repeat business.
Bots and follow-up emails
Another tool you can use to provide excellent customer service on Shopify is bots, as they allow you to automate responses to frequently asked questions and provide immediate technical support if the customer service team is not available during business hours.
One bot that works really well and that we love using at Getmore and other Shopify Partners with our clients is Gorgias , a customer service platform that centralizes all e-commerce communications in one place. It allows businesses to manage and respond to customer messages from multiple channels, such as emails, live chats, social media messages, and more.
Having Gorgias for Shopify can offer significant benefits, including improved efficiency. By centralizing and automating the handling of inquiries, it reduces the time support agents need to respond to customers. Furthermore, providing quick and personalized responses greatly increases customer satisfaction with your service.
With Gorgias for Shopify you can track your customers' orders to give them the assurance that their orders will arrive safe and sound.
Email and telephone support
If, however, you don't want to have Gorgias on Shopify, you can still use email for technical support or to answer frequently asked questions, just like you would with the phone. The point is to give your customers different ways to contact you, so they can choose the option they feel most comfortable with.
IMPORTANT: Remember to add this type of information to your Shopify store: your email address, phone number, social media links, etc. It's a very important step when setting up youronline store.
Recommendations and cross-selling
Based on purchase and browsing history, some stores use personalization strategies to recommend relevant products; one such strategy is cross-selling , which consists of offering customers additional products or services related to their initial search or purchase.
The Importance of Customer Service in Your Shopify Store
In general, customer service goes beyond simply resolving issues or answering frequently asked questions. While this certainly helps improve your brand's reputation, there are other reasons why you should take customer service even more seriously in your Shopify store.
- You build greater trust among buyers: If they have doubts from the start and you take the time to guide them through the buying process, they'll feel more confident making future purchases on your e-commerce site. Greater trust in your online store means more sales and profits for you.
- You stand out from the competition: In a saturated market, exceptional and fast customer service can be the factor that sets a store apart from the rest of the competitors. It's better to stand out for good customer service than for negative things that damage your brand's reputation.
- You gain loyal customers: Good customer service in your Shopify store helps retain existing customers. A satisfied customer is more likely to make repeat purchases and become a regular customer, and even if they have other options on the market, they'll always return to your e-commerce site. Customers who are satisfied with your services may even recommend your Shopify store to their friends and family, guaranteeing you more opportunities for growth in a competitive market.
The future of your brand doesn't depend entirely on customer service; however, providing excellent customer service can greatly contribute to building a strong and positive reputation. The line between a good and bad image is very thin, so making customer service a key strategy for improving your brand should be seriously considered.
Use customer service surveys to your advantage
Customers will always have something to say, good or bad. So it's important to give them a way to do so, and what better way than through customer service surveys?
A Shopify Expert's preferred tool is Klaviyo, a platform mostly used for email marketing purposes that performs real-time segmentation and personalization so that your e-commerce stands out above the other mass emails your buyers receive.
With Klaviyo you can send surveys to your customers after they make a purchase on your e-commerce site. You can ask key questions to find out their opinion, such as "On a scale of 1 to 10, how easy was it to make a purchase?", "Did you receive the service you expected?", "Would you recommend our services?", etc.
Give your customers the freedom to express themselves honestly; if you receive negative feedback, take it as an opportunity to further improve your service. Remember that the success of businesses doesn't depend entirely on the time and money you invest; it depends heavily on your customers. And if you can cultivate customer loyalty, you'll achieve the success you seek.
Conclusion
Your e-commerce site may have the best products from the best brands, and features that make it stand out; but if customer service in your Shopify store is poor, you're likely to fall short of your sales expectations.
Think of yourself as a customer, and you'll realize the importance of customer service when you shop online; nobody likes to feel like just another number in the market. Customers seek familiarity and loyalty with a business that meets their needs and makes them feel part of something bigger, like your e-commerce site.
It's the little details that count, and we at Getmore know that very well. As Shopify experts, it's our job to guide you and providebest practices so your e-commerce business achieves the success you expect. Let's work together!
