{"id":6723,"date":"2021-01-07T00:41:00","date_gmt":"2021-01-07T06:41:00","guid":{"rendered":"https:\/\/twprod.wpengine.com\/how-ecommerce-stores-can-ace-customer-service-in-2021\/"},"modified":"2025-05-29T15:18:42","modified_gmt":"2025-05-29T21:18:42","slug":"how-ecommerce-stores-can-ace-customer-service-in-2021","status":"publish","type":"post","link":"https:\/\/www.tailwindapp.com\/blog\/how-ecommerce-stores-can-ace-customer-service-in-2021","title":{"rendered":"How eCommerce Stores Can Ace Customer Service in 2021"},"content":{"rendered":"\n
\"\"<\/figure>\n\n\n\n
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What does it take to run a successful eCommerce store? <\/p>\n\n\n\n

Ask someone who\u2019s never worked in the industry and they\u2019ll likely tell you a simple equation: fair prices + in-demand products = sales<\/strong>!<\/p>\n\n\n\n

That formula is a good start, but more experienced merchants know it\u2019s not enough. Success in eCommerce actually depends on exceptional customer service<\/strong>.<\/p>\n\n\n\n

Think about all the online shopping you\u2019ve done in the last year. Which sites have you gone back to time and time again? <\/p>\n\n\n\n

If you are like me, the draw to return is a mix of strong value and <\/em>excellent customer service (or at least a lack of bad <\/em>customer service \u200d\u2640\ufe0f).<\/p>\n\n\n\n

If you’re ready to audit your own customer service approach, we\u2019re going to look at some tips for getting eCommerce customer service right in the coming year below!<\/p>\n\n\n\n

Tip #1: Get Proactive with Issuing Brand Updates<\/h2>\n\n\n\n

Though it\u2019s easy to forget, customer service isn\u2019t just about responding to customer prompts. <\/p>\n\n\n\n

In other words, if you\u2019re passive until buyers get so frustrated that they reach out to you, you\u2019re going to end up with far <\/em>too many issues to address.<\/p>\n\n\n\n

Plus, a level of dissatisfaction that\u2019s sure to negatively impact your all-important brand reputation.<\/p>\n\n\n\n

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Instead, you need to be actively reaching out to your customers (usually via social media) with lots of brand updates.<\/p>\n\n\n\n

Shopify did this with an Instagram post for their Cyber Monday sales.<\/p>\n\n\n\n

You might have a new product to promote, a discount worth noting, or a problem with your service.<\/p>\n\n\n\n

In any situation, taking the time to tell people about it will reassure them that you\u2019re invested in their satisfaction.<\/p>\n<\/div>\n\n\n\n

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\"Shopify<\/figure>\n<\/div>\n<\/div>\n\n\n\n

And it\u2019s also important to time your messages well<\/strong> because messages that get missed won\u2019t help you much!<\/p>\n\n\n\n

While you’re communicating. your promotions and discounts to existing customers, you should also take the chance to promote your company to prospective <\/em>customers. <\/p>\n\n\n\n

Tailwind\u2019s Hashtag Finder<\/a> is ideal for finding and increasing your audience on Instagram by interest!<\/p>\n\n\n\n

Tip #2: Offer Automated and <\/em>Manual Live Support<\/h2>\n\n\n\n

Having a robust live chat system is hugely<\/em> beneficial for a modern eCommerce store.<\/p>\n\n\n\n

People just don\u2019t want to call phone support! <\/p>\n\n\n\n

It\u2019s frustrating to wait on hold, irritating to give the call your full attention, and downright annoying to lack a straightforward record of what\u2019s been covered.<\/p>\n\n\n\n

People are also well past conventional ticket systems, which tend to be clunky and unbearably slow. <\/p>\n\n\n\n

Customers want CONVENIENT support<\/strong> \u2014 and that\u2019s what live chat offers. With live chat, a customer can open and complete a conversation with a support assistant in one sitting!<\/p>\n\n\n\n

\n
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However, it\u2019s true: live chat systems can get demanding as traffic increases. That’s why you should strategize early by looking for ways to balance manual effort with automation. <\/p>\n\n\n\n

These days it\u2019s possible to implement intuitive chatbot software to automatically field common queries. With Crisp’s chatbot feature<\/a>, for instance, you can easily define the typical scenarios. <\/p>\n\n\n\n

Bangs Shoes frames the chatbox as a very user-friendly opportunity to text. <\/p>\n\n\n\n

Of course, when there\u2019s a tough customer service scenario, an issue can be passed to a support assistant for manual resolution.<\/p>\n<\/div>\n\n\n\n

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\"BANGS<\/figure>\n<\/div>\n<\/div>\n\n\n\n

Tip #3: Monitor Mentions and React Accordingly<\/h2>\n\n\n\n

The bigger your brand becomes, the more people will talk about it. A lot of that chatter won\u2019t make it to your inbox. <\/p>\n\n\n\n

Word of mouth has always been immensely powerful for driving referrals<\/a>, and a glowing endorsement from a friend can lead someone to give you a chance.<\/p>\n\n\n\n

On the other side of the coin, a negative review can push them to avoid you entirely!<\/p>\n\n\n\n

To keep tabs on what’s being said about your brand, monitor mentions on social, in blog content, and in social media analytics. Tools like BuzzSumo or Brand 24 make this task much easier. <\/p>\n\n\n\n

When you happen upon positive comments, highlight them for everyone. (First make sure to get permission to use the quotes in your marketing!)<\/p>\n\n\n\n

\"Tailwind<\/figure>\n\n\n\n

When you do find a mention, send a thank-you note, or a gift, or both!<\/p>\n\n\n\n

And when you find negative<\/em> feedback, don\u2019t try to sweep it under the rug. Instead, figure out what the problem is and do your best to resolve it (GoDaddy has some good tips for this<\/a>.) <\/p>\n\n\n\n

A best practice is to respond to the initial public mention in the same public venue AND invite the disgruntled person to keep the conversation going in a more private way. <\/p>\n\n\n\n

For example, respond to a public tweet with a public tweet AND suggest you move the conversation to a DM. <\/p>\n\n\n\n

Always try to turn the situation. around if you can. If you can take someone negative about your brand and turn them into a supporter, it\u2019ll send a strong message for your brand!<\/p>\n\n\n\n

Conclusion: Focus on Customer Service<\/h3>\n\n\n\n

Often times, you have to wear a lot of hats as an eCommerce store owner. It can be hard to devote your attention to operations, marketing, and customer service.<\/p>\n\n\n\n

However, investing a little extra time in customer service can have big returns. So in 2021, keep your eye on making your customers happy!<\/p>\n\n\n\n

You’ll ace this critical aspect of eCommerce business, and be rewarded with loyal customers and referrals!<\/p>\n\n\n\n

<\/p>\n\n\n\n

Pin Me For Reference :<\/h3>\n\n\n\n
\"\"<\/figure>\n","protected":false},"excerpt":{"rendered":"

Discover the key to success in eCommerce: exceptional customer service. Learn how to proactively reach out to customers, offer live support, and monitor mentions for a thriving business. Read on to ace customer service in 2021!<\/p>\n","protected":false},"author":103,"featured_media":6729,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_genesis_block_theme_hide_title":false,"footnotes":""},"categories":[18,6],"tags":[86],"class_list":{"0":"post-6723","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","6":"hentry","7":"category-ecommerce","8":"category-tailwind-blog","9":"tag-ecommerce-best-practices","11":"with-featured-image"},"yoast_head":"\nHow eCommerce Stores Can Ace Customer Service in 2021 - Tailwind Blog<\/title>\n<meta name=\"description\" content=\"Discover the key to success in eCommerce: exceptional customer service. 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