How to improve customer service in 11 steps

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Photo by Andressa Barbosa
By Andressa Barbosa
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7 min read
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In: Business Management
Customer service takes on an even more crucial role in e-commerce, mainly because the customer cannot see the product until it arrives at their door.

In online sales , doubts before making a purchase south korea number dataset more common. After all, you need to be sure that the product in your catalog is really what the customer is looking for.

And uncertainty is not a factor that helps conversions, is it?

In this article, you will learn concepts and strategies to improve customer service in the short and medium term, as well as long-term actions that should be included in your e-commerce growth planning .

What you will see here:

What is customer service?
How important is customer service?
What are the advantages of offering quality service?
11 tips on how to improve customer service
How to improve customer service via WhatsApp?
How to provide good customer service for delivery solutions


What is customer service?
Customer service is all the support offered before, during and after the purchase.

Fundamental to consumer satisfaction, the activity comprises a set of actions focused on receiving and responding to queries , complaints and proposing solutions to problems .

We can also include the creation of relationship bonds between the public and companies, as well as the availability of brands to receive and meet the needs of consumers, key elements in customer loyalty .

How important is customer service?
Customer service increasingly occupies a strategic position in companies , so much so that it can be divided into support teams ( Customer Care ) and customer success teams ( Customer Success ).

Providing good service is essential because people want more than just to buy. They want to have their problems solved while interacting with brands at various stages of the purchasing journey .

The seller's availability to provide information and clarify doubts is as important as a good promotion in determining the purchase decision.

At the same time, some unforeseen events can also hinder the process: difficulties with the chosen payment method , lack of shipping options , delayed orders , among other situations.

What happens when the item is the wrong color or size? Or the product has a defect? ​​The customer will remember how the online store proceeded and will not return if the experience is negative .

E-commerce that demonstrates attention and care will strengthen a relationship that can create loyalty and even transform the customer into a fan of the brand.