Customer service is key to attract, convert, sell and retain customers.
Communication channels are means through which we exchange messages with other people. This definition serves as a starting point to know the types of communication channels that your e-commerce should use, according to your audience.
Through them you can:
- Introduce new products or services.
- Keep your audience informed about product updates and other news related to your business.
- Share useful information to develop deeper connections with your audience.
- Answer questions and comments.
You will discover the contact channels, so that you can choose the ones that best suit your online business, and you will receive some tips so that you can make the most of them.
Communication Channels for the Ecommerce Customer:
Any communication channel that helps connect with your audience should be visible during the user’s journey through your ecommerce. That is why the design and architecture of your store should be planned according to your audience.
Many online sales are lost because they do not have the ideal structure. If customers don’t feel comfortable or safe in an online store, they are likely to find the experience they are looking for in a competitor.
To prevent this from happening to you, it is important that you pay attention to which channels you should use and make sure they are included in your site:
Blog
It is one of the most strategic means you can use in your ecommerce. You can create cycles of posts, through content, to connect more with your audience. Provide educational information responding to different topics related to your activity and of interest according to your market segment.
These actions not only favor communication with your customers, but also help you become an authority in your market, positioning your online reputation and improving the ranking of your store in search engines to appear in the top positions of Google.
Do you think this section should be included in your Online Store?
Online Chat
Due to the constant growth of ecommerce, it is essential to attract and keep your customers engaged in your store. An online chat is important if you do not want your customers to abandon your site because they cannot answer any questions that arise during the purchase process. You can interact quickly and in real time, compared to any other communication channel.
This helps you build stronger relationships with your customers, close sales on the site, and of course keep them informed of your business news.
Do you think this section should be included in your Online Store?
FAQ
The FAQ or “Frequently Asked Questions” is a great resource for ecommerce customer service, as it allows you to answer recurring questions. This helps to support the customer and save you time in giving repetitive answers. The most common FAQs are: Price, payment methods, payment security, shipping costs, delivery time, returns, record creation information. And others specifically on products such as production processes, materials and conditions.
Questions about the business are also common. Then, depending on the segment you are targeting, you will have to place the information that answers the most common possible questions of your customers.
Do you think this section should be included in your Online Store?
Contact Form
Although it may seem like just another link in the navigation menu, the “Contact Page” of an online store is often one of the least optimized pages of a website, however, by making this page more personal, attractive and unique, you will offer a better experience to customers who need to talk to you.
Why should you have a contact form? For trust, since it is the most important value of online stores. Forms help reassure your customers, giving the impression that someone is listening to complaints and comments. Having a contact form shows your customers that you are there to help them.
Do you think this section should be included in your Online Store?
Customer service via e-mail is one of the most popular ways to provide customer support today. It is a communication channel, which allows you to deliver the message in a personalized way to a base of leads and customers. You can use it to talk about your brand, send a promotion, give notices or offer useful content for your customer.
In order to provide good service and communication, it is essential to pay attention to written language, visual appearance and response time. These three elements are differentiating factors for customer satisfaction. To capture emails, you can integrate a newsletter in your online store, so that users can leave their information and periodically receive your communications.
Do you think this integration should be included in your Online Store?
WhatsApp Business
WhatsApp is a customer service tool that allows a completely private, dynamic and personal dialogue. You can add a WhatsApp button in your ecommerce so that customers can contact you immediately.
Your online store can have an integration for your customers to write to your Smartphone from your ecommerce.
Do you think this integration should be included in your Online Store?
Social Media
Social networks serve as a strategy to strengthen the relationship with your customers, as they allow you to interact directly, in addition to increasing brand involvement. You can respond to comments, offer relevant content in various formats (photos, videos, text).
Remember that each network has a different behavior, so it is necessary to create content related to each medium and use the channels where your audience is located. You can combine your ecommerce with social media to drive sales.
Solve any doubts you may have with the correct implementation of your ecommerce, scheduling a free consultation with one of our experts in design and development of online stores, here.
