It might seem like customer service and marketing are two different departments, but customer service and the marketing of your e-commerce business go hand in hand.
In fact, customer service can be your most important e-commerce marketing tool.
Here are three reasons why.
Customer service drives customers through the sales process
Having a quality product is essential. You also must be able to purchase products in wholesale or from liquidation stores because you can bid on top products in bulk from reputable companies like Walmart and purchase your inventory for less money. A quality product alone can lead to satisfied customers.
With that said, customer service drives customers through the sales experience.
Quality representatives will be able to tell customers everything about a product. They’ll be able to recommend other products or new products entirely to help satisfy a customer’s wants and needs.
Because your business is online, your website needs to be user-friendly and straightforward so there’s no confusion, and your team also needs to be able to explain everything about your company and products from a remote setting via live chat, messages, social media, phone calls, etc.
Marketing is all about promoting and selling products, and a good customer service team can be your most valuable tool in the marketing department if your team knows how to properly promote your products. Customer service can drive your customers through the sales process and ensure they have a good experience.
Quality customer service becomes your identity
If you deliver top-notch customer service, then people will start associating the way you treat customers with your product, business, and brand. In that sense, quality customer service becomes your identity.
No matter how big or small your business is, a CX call center can help you deliver the ultimate experience. As an example, a call center will make it possible for your customers to reach and talk to you with different channels, from SMS to chat to voice. With call center software, your customers will also be able to switch from channel to channel seamlessly and keep a history of the conversation so agents are up-to-date, and that’s just the beginning with call center software.
As we mentioned earlier, a quality product is important, but if you deliver poor customer service, you will lose customers. These customers might leave bad reviews. This could lead to your identity revolving around poor customer service.
Running a business isn’t easy, but you have to deliver a good product and service if you want to thrive.
Customer service can increase customer loyalty
A quality product is now expected from customers, as it should be. With the increase in e-commerce stores, people are doing their shopping online and, needless to say, they have plenty of options.
If a customer doesn’t like something about a business, from the way a website functions to the way a customer service representative answered a question in a live chat, said customer can search the internet for a similar company and product. The competition is fierce.
Your customers will actually pay more money for a good experience. According to CMO, “Forty-two percent of consumers said they would pay more for a friendly, welcoming experience, and 52% would pay more for a speedy and efficient customer experience.”
They want honest answers to their questions, and they also want to know they’re being taken care of. They want to make an informed decision and they look to sales teams and customer service representatives for facts and advice to help make that decision.
A good experience is invaluable, which is why customer service is your most important e-commerce marketing tool.