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Why Excellent Customer Support Services are still important for Online Shopping  

On the surface, it may appear that the rise of online shopping eliminates the need for customer service when in reality it makes support and communication the most essential piece of the puzzle.

Your customers expect to have everything right at their fingertips and if they can’t find the answer to their question, they’re likely to look someplace else or abandon their search altogether. A recent study in the US showed that 83 percent of online customers need some sort of help to purchase their products. They also found that a large number of shoppers abandon their potential purchases due to lack of support.

When it comes to engaging with customers the digital world represents a unique set of challenges for retailers.  As we know customer engagement is largely an emotional experience and it can be difficult to create emotional connections through a web site.

Here are some of the key ways an online store can look to increase satisfaction levels through customer support.

Be Professional

 

To improve the customer experience online, retailers should provide easy access to live chat sessions with company representatives that can help. Each customer support interaction is a chance for a company to be a friendly guide and advisor to its customers. If a customer walks into a brick and mortar shop, he can instantly discern the difference between a knowledgeable and an uninformed sales associate. This interaction often shapes the quality of the entire shopping experience. The same holds true in virtual storefronts. Each person tasked with answering the phone or live chatting for an online store should be current on the latest products and services. Each service representative should serve as an essential resource for customers.

Be Helpful

It’s important to realise that being available does not equal being helpful. It’s not enough to simply have a person on hand to answer a live chat or phone call. The quality of each interaction counts. Modern consumers are busy, not to mention their ability to choose from thousands of other shopping alternatives. Customer support representatives should be driven to help customers, answer questions and solve problems, not merely focus on metrics such as wait time and turnover rate. It’s also a great policy to proactively engage those customers who appear in need of assistance. For example, if someone is resting at the same checkout page longer than average, or a visitor keeps jumping across three product pages, savvy online sellers can initiate a conversation to help a customer when he needs it most.

Be Honest

Transparency is the calling card of the social web. Each customer support representative should strive to be open and honest in every conversation. If a mistake is made, customer support should feel comfortable admitting the error. If an answer isn’t readily available, it’s okay to say “I don’t know” and create a well-defined action plan to find the answer. It’s also okay to say no, for example, to a customer who has an unrealistic expectation about a shipping time. Over-promising will just result in disappointment, frustration and anger down the road.

 

Be customer centric

All aspects of your website and shopping process should be constructed around customer need. The less user-friendly your site, the less satisfied your customers will be. Make critical information like pricing, shipping and return policies easy to find. And above all, keep your website up-to-date to reflect exactly what the customer is about to receive.

 If you can turn a poor customer experience into a positive one, not only will you avoid losing a customer and the negative press that comes with that, but you may even gain a regular customer who will become an advocate of your business!

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Feel free to call us on + 353 (0)51 379 755 if you'd like to ask us about our services.

We are specialists in luxury, fair trade, ethical and premium value products.  Our customised services are designed to reduce costs, increase productivity and improve your customers experience . Our team brings your brand to life.

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Global Fulfilment services

Eurobase is an e-fulfilment service business that enables ecommerce companies to deliver fast, cost effective and personalised order fulfilment to customers in Europe, while ensuring EU tax, VAT and regulatory compliance.

Our e-fulfilment service enables your e-commerce business to reduce  logistics costs and delivery lead times through batch warehousing and distribution to your sales channel partners and customers. We integrate with your order processing systems, manage your European stock levels and provide localised customer support to deliver a seamless service to your customers.

eurobase ecommerce fulfillment in europe favicon

Global Fulfilment services

Eurobase is an e-fulfilment service business that enables ecommerce companies to deliver fast, cost effective and personalised order fulfilment to customers in Europe, while ensuring EU tax, VAT and regulatory compliance.

Our e-fulfilment service enables your e-commerce business to reduce  logistics costs and delivery lead times through batch warehousing and distribution to your sales channel partners and customers. We integrate with your order processing systems, manage your European stock levels and provide localised customer support to deliver a seamless service to your customers.

Your STRATEGIC SUPPLY CHAIN, ORDER FULFILMENT PARTNER

Your STRATEGIC SUPPLY CHAIN, ORDER FULFILMENT PARTNER

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We should talk!

WE SHIP THOUSANDS OF ORDERS PER WEEK TO CONSUMERS AND BUSINESSES THROUGHOUT THE UK AND EUROPE SO IF YOU’RE LOOKING FOR A STRATEGIC OPERATIONAL PARTNER THAT WILL HELP YOU GROW, FULFIL ORDERS, AND BUILD YOUR BRAND – WE SHOULD TALK.

eurobase ecommerce fulfillment in europe favicon

We should talk!

WE SHIP THOUSANDS OF ORDERS PER WEEK TO CONSUMERS AND BUSINESSES THROUGHOUT THE UK AND EUROPE SO IF YOU’RE LOOKING FOR A STRATEGIC OPERATIONAL PARTNER THAT WILL HELP YOU GROW, FULFIL ORDERS, AND BUILD YOUR BRAND – WE SHOULD TALK.

Eurobase Fulfilment and Reverse Logistics in Europe

YOUR PARTNER IN EUROPE

Eurobase House, Unit 312, IDA Industrial Estate, Cork Rd., Waterford, Ireland, X91 EHSN

Tel:  + 353 (0)51 379 755   Email:  info@euro-base.com

Eurobase House, Unit 312, IDA Industrial Estate, Cork Rd., Waterford, Ireland, X91 EHSN

Tel:  + 353 (0)51 379 755   

Email:  info@euro-base.com