In the perfect world, all communication with customers runs smoothly, customers remain loyal customers after the first purchase, they talk highly about you to others and they get a warm feeling inside just thinking about you.
Unfortunately, this is different in the real world and as an e-commerce company you have to work hard to keep customers satisfied and provide the best service. At Belco, customer experience is 'our middle name' and we are happy to help you optimize your customer experience (also called customer experience or CX). We do this with our helpdesk software , but also with solicited and unsolicited advice. In this blog we give you 6 tips to improve your customer experience, which you can start using right away.
1. Improve customer experience = tailor-made communication
Customized communication is very important to establish a personal bond with a customer. Address the customer in a personal way and determine the right 'tone of voice' that suits your customer's target group. Many customers also appreciate it when you actively offer them help and send tailor-made offers.
Point of attention in between: The more information you have about a customer, the better you know who the customer is, what his or her preferences are and to which target group the customer belongs. Collecting and (safely storing) customer data is therefore essential to deliver customized communication. Later in this blog you will read how Belco can help you with this.
2. Be available through multiple channels
Your customer no longer reaches you via one channel - those days are far behind us. Therefore, make sure that you offer your product or service on different channels, from an online store to social media. But also that you can provide service through all these channels. Offering help quickly and easily, without the customer having to spend fifteen minutes searching for your contact details, greatly improves the customer experience.
3. Help customers choose
Just as a sommelier points out the best wine on the menu based on your preferences, you can also help an online customer make the best choice. You can do this in your webshop, for example, by showing related products or by politely asking a customer who has been browsing your webshop for some time via a chat message if you can help.
4. Keep customers informed
Customers like to be kept informed. For example, they like to hear how many people are waiting in line when they call you, they are curious when their package will arrive and they appreciate receiving a status update when they have reported a problem. Proactively keeping your customers informed when they have a question or problem contributes positively to the customer experience.
5. Collect feedback on the customer experience
The only way to find out how you score on customer experience is to ask your customers. You can do this personally, but you can also send them a survey by email or ask them at the end of a telephone conversation to stay on the line for a few short questions.
6. Perfectly functioning customer service
Last but not least: friendly, user-friendly and smartly designed customer service is a must-have for a positive customer experience. Belco's software helps you with this. At Belco we try to include as many of the above elements as possible in what we call an all-in-one customer service environment. This means that all customer communications from different channels arrive neatly labeled in one inbox and can be handled there immediately: whether a customer calls, emails, starts a chat or sends a message via social media.
In addition, customer contact details, previous orders and contact history are stored and automatically converted into a customer card. This way you can handle customer questions and problems professionally, quickly and in a customer-friendly manner, which always pays off in a positive customer experience.
Do you have any questions regarding this blog? Let us know! Wondering if Belco is something for you? Try our software for free for 2 weeks and experience what it's like to work in an all-in-one customer service environment. This trial is completely without obligation and stops automatically after 2 weeks.
