Why We Design Keeping Customer Service in Mind Above All Else??
When you hear word customer service, a traditional customer service model hits in your head, a Physical brick and mortar store. Customer service became wide business in 21st century, customer service is not about selling goods, it’s about the service which a business owner provides to the consumer after purchase, customer service is not about shop, but to speak.
Client’s eCommerce operation relies on the well organized customer service. If they have the well organized and great customer service, which responsive, timely, easy-to-Find, then their businesses grooms as their customers are happy and spread the fragrance to others. If the customer service is not satisfactory, customer will start leaving their doors and seek for something better.
That’s why in digital world, building good customer service is must as it is front and center of business. Designers who include customer service elements in their designs are giving clients and advantage, and making themselves more hireable.
Here are some ways which can help to build good customer service support.
- Live Chat provides real time customer support
On many eCommerce website they provide real time chat service, which helps customer to get support which they seek and save their lot of time. For ex: Vodafone, BT, Virgin Media etc.
They interact with the customers promptly, listen to their issues and give solutions on real time basis. They ask queries to the customer and provide the solutions on the spot. That helps to build a good repo with the customers and they ask for the feedback at the end, thus happy customers leaves good feedback about service provider and that makes their clients happy and also helps to grow their business.
The beauty of live chat is that due to its effectiveness and ensuring popularity, it’s already integrated with shopify making installation on your client’s site a breeze.
There are many live chat applications which provides online customer support such as
- Tidio Live Chat
- to Live Chat
- Chatra Live chat
An Example of a successful eCommerce store using live chat is Vodafone service provider. When you land on the home page, you find the contact us tab and in it there is live chat option, which avoids long queue on IVR on telephonic call support, which saves time and resolves customer’s queries more effectively. It also increase customer’s experience of using the service, if they get their solutions within lesser time than they definitely visits the website again and also praises it in front of other people, thus it gets more visitors on the website and increases the business.
Live chat isn’t the only customer service element that you can include in your client’s sites, of course.
- On site self-help resources empower customers to solve their own problems
The benefit of live chat is that customers can get help immediately rather than sending an emails or calling call support (only during business hours!).
What if there is a way where they can solve their own problem without calling, texting or sending an email to support. It is possible through on site self help resources.
There’s an option of designing part or dedicated page of the client’s site, for self help page, where customers can access and pore over until they find the answers. A so called knowledge based information through FAQs. There is a proper flow of questions which helps customers to solve their problems on their own and beauty of this concept is, customer find their answers then and there without any additional hard work.
Now this is the question, how should you design your online knowledge base so that it gives your customers the quick support they want?
Let’s take a look at a company that’s mastered creating an on-site self-help resource for their customers.
Flipkart is an eCommerce online shopping portal which is spreaded widely and has huge numbers of customer, as it is big company and lot of customers it becomes impossible to provide support over call, chat or email, so they designed the self help portal on their site, which shoots FAQs to the customers, which contains different problems and their solutions. Thus they avoid their call and email traffic and also keep their customers happy.
- First, there’s a general guide to get people familiar with its products.
- Second, there are self-help materials to get customers around problems if they arise.
- Third, there’s community support for real-time answers.
- Finally, if all else fails, they can get in touch with someone at SwiftKey directly.
Note also how the support page’s information architecture has been intelligently designed to take user flows into consideration:
- Social Customer services addresses concerns where customers are
Social media is a huge part of people’s lives today and the online stores made it simpler for them by using the same account on their websites, they also ask to share the feedback on the same social media platforms, thus it increases the value and reputation of particular eCommerce website in market and increases the demand. It helps to get more visitors and builds good repo too.
Your client’s customers want to get service the way the expected. With how much time people spend on social media networks, it only stands to reason that this is an excellent place to reach them for awesome customer service. Think of social customer service as a logical outgrowth from client’s online store.
A Social Media Examiner article talks about how:
- 35 per cent of customers surveyed by Parature (a Microsoft company) have asked brands customer-service questions via social media.
- 51 per cent of those customers revealed that brands who responded via social media increased their favourable view of the brand.
- 42 per cent of customers surveyed by Edison Research said they expected brands to respond in less than an hour on social media.
Clearly, your client’s online store should be capitalizing on social, in order to provide stellar customer service.
A great example of incorporating social customer service into web page design comes from American Express. On its Community Guidelines page, the second paragraph provides customer-service resources, and it also offers a link right to American Express’ Ask Amex Twitter account. By including customer service’s Twitter handle on its site, this brand is ensuring that its customers can get help where they feel most comfortable.
- Client’s contact info gives more reliability to the shoppers
It is very basic point of attraction by putting client’s contact details on their homepage; it gives shoppers peace of mind, as they are assured by the clients. Having a phone number promptly displayed on a site gives and additional level of reassurance to customers that there are actual people to talk to in case of problems. Such credibility goes a long way on the web.
Displaying client’s email address visible is also very helpful as it s another way that customer can get in touch with the client support in case of any issue. Anything that clearly lets customers get direct access to clients makes customers happy through their customer service.
It may sound very basic, but online world is very huge and no one trusts any web service providers easily, so in psychological point of view it assures people that, they aren’t dealing with the fake people and their clients are genuine. Phone numbers and email addresses that pop out on the page due to easy readability are basic trust signals that store should never be without.
The Customer is King
There are many slogans like, “Customer always comes at first place”, “Customer is king” etc from many businesses, as root of every business is their customers, happy customers makes business big and unhappy customers creates bad impression and spoils the reputation in market. If you want to design an online shop that’s successful, have allow bounce rate and a great conversion rate, than you will design with these customer-service touches in mind.
The Internet can sometimes be a scary and uncertain place; scams are still common and your client’s customers may not be the most web savvy or experienced users out there. The best way to put a customer’s mind at ease is by drastically raising your client’s credibility. When customers feel comfortable at a store, they will generate higher revenue too.