Self-Service: 4 Strategies to Implement Your eCommerce
Companies are always developing future goals. One of them is to improve customer service quality. In this respect, one of the key aspects of giving a good experience to those who will purchase your products or services is how easy and fast they can do it.
For many years, the vast majority of improvements in the sales sector have been oriented to refine the journey of your customer during the purchase process. Think about the multiple benefits of eCommerce today, giving your customers the autonomy to choose the product from the comfort of their home.
In this aspect, self-service is tempting for companies as it creates an opportunity to automate and boot sale processes. And, in the end, it streamlines and speeds up customer experience.
Self-Service: Customer satisfaction in the center of your business
For some SMEs, self-service is not new because in the last years they have started to take actions to make the purchase process easier for their customers. Mainly in an independent manner so that they do not have to call your personnel directly to be served.
For your information, the basis of that autonomy is a correct communication of product information in your web site. In other words, the more information you give in advance in your web page, depending on the concerns your customer may have, the more confident the customer will be when it comes to make a purchase decision.
Towards a Model of Digital Engagement
At present, the digital world implies a series of actions that are inevitable for a company that wants to remain competitive. One of those requirements is the use of social media as a constant communication channel with your customer.
Digital Engagement is the level of interaction users have with your brand, which is an ever-changing digital construction.
Self-Service: 4 Strategies to Implement Your eCommerce
Imagine a customer enters into your digital store and when he makes his mind about a product, he does not have information about the price.
Suddenly, the customer is in your web site, but he cannot get answers to any of his questions; this will not happen if he buys the product in a physical store. Probably, the customer will not be very happy about this, he will go to a competitor's site.
In terms of a specific experience for the customer, along with the simplicity of the purchase process, you must consider giving answers to the frequently asked questions that come up with any product.
Provide Reliable Information about your Product or Service
If you have large volumes of products, trying to communicate each of their characteristics correctly may be chaotic.
An effective implementation of this information may ensure customer satisfaction and the development of a long-term relationship.
You may also have products that require an extreme level of detail and making an insignificant mistake would ruin that purchase and self-service experience you are working on.
These issues can only be solved if the information you give to your customer is reliable. Reliable means the information must be clear, actual, and accurate so that then it is aligned with the product your customers acquire.
Create a Simple Purchase Process
Once your customer finds the product and he is satisfied with the detailed information you provided, he will be ready to make the purchase. The customer expects this process to be easy and specific without distractions or big steps to follow.
Moreover, the customer must be able to clearly see available stock and the options he has at that moment. You should not let your customer make a purchase and then tell him the product is out of stock in that moment.
Answer Frequently Asked Questions
Customers always request a lot of information about the product and services they use. In a physical store, talking to a sales assistant will do. However, in the digital world, even when you may have online sales assistants, you may not have the time or the personnel you need to manage all those questions.
The solution is simple and again it is related to the information that you give in your eCommerce site. Any business that decides to implement self-service must answer frequently asked questions about the products the company sells in advance.
Having a web page where you can answer all common concerns will greatly improve customer experience.
Improve the Whole Customer Experience
As you have noted, providing clear information from the first contact improves the whole customer experience. In addition to this, enable your buyers to manage their purchases without needing or depending on whether you are present or not will also give them more autonomy.
Enable your customers to manage purchases at any time, without a fixed schedule, the possibility of running out of stock of any of the products of your online store, ensures a long-lasting relationship with those customers.
Self-Service: Advantages for your eCommerce
These are the main advantages for your business of implementing self-service:
- A significant call reduction.
- A better response time.
- An increase in service volume.
- A cost decrease.
A Decrease in the Number of Calls
Satisfying frequent information requests from your customers in advance allows you to focus on other areas of your business. As you will not be personally satisfying those requests of information, not only will you considerably improve customer experience, but you also will be able to plan a comprehensive growth for your business with more energy and time.
Having that information, your customer no longer needs to call your business to learn about more features of the product or service he is interested in. Your customer will only focus on finalizing the purchase in a fast and simple manner, with benefits for all the parties involved.
A Traffic Increase
If you have good quality information available in your web site or eCommerce site, definitely more people will visit your online store and navigate through it. Not only will they look for a specific product, but they will also use it in a practical manner.
Companies are changing the way they approach customers, leaving behind those methods based solely on the intention to sell. Today, you must give content that adds value for those who contact you.
A Better Response Time
When you have customers who can manage themselves independently, they easily get what they are looking for. Once more, this is a win-win situation.
Imagine a customer with a complex concern who can manage to solve it automatically with self-service. If you do not waste time and energy answering a lot of questions that are virtually the same for many buyers, you can exclusively focus on this customer and give him a high quality answer.
Using both channels, automatic and customized, you can serve your customers fast creating more and better long-term relationships with your customers.
Cost Reduction and a Higher Level of Customer Satisfaction
Being able to keep online self-service channel is much more cost-effective than having personnel who can manage those questions in person. Moreover, this enables you to assign your employees to more urgent issues that inevitably must be managed by someone who can find a solution in an exclusive manner.
This helps both your business and your customer. Your customers are more satisfied when they are autonomous and can independently manage their needs and concerns.
A higher level of agility and speed are the key for your customers to be happy with your business.
Conclusion
Certainly, we can say that self-service is one more method to achieve customer satisfaction.
Therefore, we expect self-service to be one more channel in the communication strategy of a business. This means adding an option that enables customers to make a purchase, if they want, without a person who intervenes in the process.
For now, keeping the traditional channel for those who still are not comfortable with digitalization and self-service is almost a must. This way your will keep both types of customers satisfied with your service.
If you already have a web site, with PAGO46 your customers will be able to pay the products or services you sell from any place and even with cash, by visiting any of our cash collection sites. Obtain all the benefits joining your business.
