High-quality customer service is rarely possible with just one customer service line. By developing a multi-channel customer service strategy, e-commerce businesses can be present wherever their customers need them, whether it’s on Facebook Messenger, WhatsApp, live chat on their web store, or even direct messages on Twitter.
In fact, one study found that companies morocco telegram number database with the most effective multichannel customer engagement strategies retain an average of 89% of their customers, compared to an average of 63% in retail.
Chat with customers on their favorite channels. More than just a way to stay in touch with friends and family, popular instant messaging channels like WhatsApp and Facebook Messenger are also great customer service tools. Customers expect to be able to contact businesses through these channels, too, instantly.
Tip: Use a single customer support tool to manage conversations across all channels.
VI. Customize
A personalized shopping experience has become the norm in e-commerce. Accenture data shows that 91% of consumers are more likely to shop with brands that provide personalized offers and recommendations. The most successful e-commerce companies collect customer data to create intelligent profiles and improve future customer service interactions.
For example, Mobile Service Cloud enables online businesses to integrate customer service conversations with their existing CRM or CDP to create comprehensive customer profiles. With this data, they can offer personalized product recommendations and special offers – during the conversation. This helps build customer loyalty and even drive purchases, while reducing returns.