In the digital age, customer service is no longer a simple case of having a conversation with your local shopkeeper. However, for online retailers, customer service is just as important (if not more so) than it has ever been.
There is no longer any doubt that the online retail industry is hot property for those businesses that are innovative and agile enough to make it work for them, with customers continuing to adopt online at a galloping pace.
However, with more potential customers comes more potential customer service needs. Being able to respond to these support requests, complaints and other issues in real-time, with a cohesive strategy, can be the difference between flopping and flying in the online space. The necessity for good customer service is compounded by internet forums and social networks, where your brand is sure to be trashed by anyone who has a bad experience on your site.
At the end of the day, the best way to ensure you get your customer service desk performing optimally, is to test every parameter against your customer’s expectations. What are you competitors doing and what can you provide that they can’t?
For a closer look at the online customer’s needs for service a support, Zendesk have provided the infographic below: