Customer service in ecommerce: the 4 keys to be useful to the buyer

21/05/2018

Angela de la Vieja

Maintaining a close relationship with the buyer is essential for an ecommerce. And an essential element to forge it is proper customer service.

In the web environment there are multiple possibilities to carry out this activity and exploit to the maximum the resource of the immediacy and convenience that supposes buying from home, from the office or while you are on public transport. In fact, the development of new channels of contact with the customer is one of the epicentres of innovation in the online sales sector.

Currently there are different tools and software that allow you to perfect this necessary activity for an ecommerce. And it is that facilitating the task to the potential buyer is as important for the online store as developing a correct pricing strategy. There are four keys to support customer service in an online store:

1. Online chat. This is probably the most practical and useful tool for a user. Online chat is a key piece to solve doubts in the moment they arise, while the user makes the purchase decision: is this the final price? Why have I seen it cheaper in another store? Does the delivery time include the preparation of the package? How much are the shipping costs? A response in time can be an advantage in terms of generating more sales. These types of solutions evolve and vary to adapt to the best possible solution according to the product sold and the type of web. For example, you can go from an instant messaging chat to a small video conference conversation that allows the user to get the direct advice they need.

2. Social media. Undoubtedly, social networks represent a unique opportunity to establish a channel of contact between ecommerce and customers. It is the users themselves who have highlighted this channel among the others using it, directly, to contact the visible heads of the store and raise questions, complaints, suggestions and even make claims. In these cases, the strength of public exposure is especially effective, so it is essential to have a clear and defined action strategy to address the messages of users through social networks.

3. Support content. It´s basic and necessary. The content of support is what the user needs to understand the platform and to know what the operational policy of ecommerce is. This section includes resources such as FAQ, return policy, shipping information or the description of product maintenance. It is important to have a practical, clear, useful and concise content so that the user can easily consult it; it must be well organized and accessible, so that it is possible to find it if necessary.

4. Telephone attention. After all, the human being needs contact. Hence why, the attention by telephone continues to be a pillar that renounces to abandon online commerce. Today, new generations seem to use this way of contact less and less, but the reality is that not only millennials buy in an ecommerce, so it is convenient to have the support of a channel that allows the customer to have a direct, conversational response, to their doubts. Depending on the size of the ecommerce, it could be the need of a full call centre to meet the requests of users. However, in these times it is usually not necessary more than a small group of people dedicated to customer service of ecommerce by this means, a task that can be perfectly compatible with other tasks related to the online store, such as stock or order management.

11/11/2022

Consumer behavior: How can behavior tracking be effective for setting the right pricing strategies?

Behavior tracking is becoming massively popular today. As a result, pricing strategies born from studying consumer behavior are a merchant's dream come true. If done right, it can conquer every market for the business quickly. With abundant data available, the strategic makeover of the pricing models is becoming easy for companies.

What is behavioral tracking, and how is the data beneficial in pricing?

For a quick understanding, behavioral tracking refers to gaining in-depth knowledge and insights into consumers through their web data. Their browsing habits, spontaneous decisions, shopping interests, and preferences come under behavioral tracking.

How can enterprises use customer behavior data?

Companies can use customer behavior data as a tool to strengthen their hold on the market. A customer’s preferences, values, and tendencies allow businesses to work in sync with them through the collected data. Apart from this, customer behavior can also aid in:

Tailoring customer needs for customer retention

Personalization is becoming the heart of a company’s growth. No matter in which area an enterprise is functioning, tailoring the services, products, and solutions is becoming increasingly crucial. Uniqueness and personalization attract the crowd like no other.

Increasing the overall value

One of the best ways customer behavior data affects a business is by upgrading the value of customers for the business. The customer’s characteristics allow the company to target the people that match the business prospects well.

Optimizing every type of content

Everything that is up for digital display requires content. You must have seen companies unveiling their products or services through advertisements and making the initial public appearance. Two essential sales strategies – upselling and cross-selling comes through content optimization.

Pricing Strategy

Last but certainly not least is the influence of customer behavior data on the pricing strategy. The pricing strategy essentially constitutes content derived from data analysis. Companies need to have a dynamic approach to the pricing system to attract the right customers.

17/02/2015

Saint Valentine’s Day, always a good opportunity

V-Day is looming, a long-awaited date for all and also a good occasion for the eCommerce. According the study conducted by Prosper Insights and Analytics, it is forecasted the average consumer expense that day will be the highest in last years. Furthermore, 25% of them will buy online, which means an increase of 4% regarding 2014 (The US department of Commerce). This is, therefore, a key date where market competitiveness increase and which could be assumed as a big opportunity for our business or, a big fail if we do not adopt the correct strategies.

How to turn this event into an opportunity? To achieve this goal, we need to adapt our prices to this hostile environment, i.e. we need to develop an appropriate Dynamic Pricing strategy that allows us to adapt our prices to the variations produced in supply and demand and to position us ahead of our competitors. In V-Day, the frequency in changes will be higher, carrying it out each hour or even each minute. It is estimated that 65% of leader retailers have the ability to respond quickly at these variations, such Amazon. For this reason, it acquires great importance the correct use of a software specialised in price motorisation of competitors. Do not miss the time and adapt your business to new adversities.

28/12/2022

Which are the best footwear marketplaces to sell on?

Footwear marketplaces are booming. The last decade has seen the launch of new specialized marketplaces with millions of different users. Among them are Spartoo, Sarenza and Farfetch, portals with international reach. Their main value is that they unite hundreds of footwear brands, as well as offering clothes and accessories. Although each has its own characteristics, they are all vertical marketplaces, i.e., they focus on a specific area, and their sales categories are interrelated. For sellers, these portals provide an opportunity to expand sales channels and drive the globalization of their e-commerce business. We explain how to sell on these footwear marketplaces so that you can assess whether they align with your plans for the future and then start defining a possible pricing strategy.