{"id":11672,"date":"2020-09-01T13:37:40","date_gmt":"2020-09-01T12:37:40","guid":{"rendered":"\/gb\/en\/blog\/?p=11672"},"modified":"2023-01-16T14:28:33","modified_gmt":"2023-01-16T14:28:33","slug":"5-must-have-customer-service-elements-for-online-businesses","status":"publish","type":"post","link":"\/gb\/en\/blog\/5-must-have-customer-service-elements-for-online-businesses\/","title":{"rendered":"5 Must-Have Customer Service Elements for Online Businesses"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">How can your eCommerce website compete with big-name brands?<\/span><\/p>\n<p><a href=\"https:\/\/fortunly.com\/statistics\/ecommerce-statistics\/\"><span style=\"font-weight: 400;\">Global eCommerce sales<\/span><\/a><span style=\"font-weight: 400;\"> are estimated to reach over \u00a33.5 billion by next year. In 2019, nearly two-thirds of American adults ordered on Amazon. Yet 82% of shopping carts were abandoned before checkout.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And the reason for not completing an online order? Poor customer service for online business.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In a study by Status Labs, nearly <\/span><a href=\"https:\/\/letstalkaboutmoney.com\/ecommerce-statistics\/\"><span style=\"font-weight: 400;\">90% of online shoppers<\/span><\/a><span style=\"font-weight: 400;\"> claim to have stopped buying from a store due to bad customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Treat your customers the wrong way and they&#8217;ll shop elsewhere. It doesn&#8217;t matter what size your <a href=\"https:\/\/litextension.com\/blog\/top-ecommerce-platforms\/\">eCommerce online business<\/a> is. And that&#8217;s a big advantage for a small seller who excels in customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This guide for eCommerce owners highlights <\/span><b>5 important customer service features<\/b><span style=\"font-weight: 400;\"> they need to have.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We break down what eCommerce customer service is. Then we examine how the likes of <\/span><a href=\"\/gb\/en\/blog\/the-rise-of-chatbots\/\"><span style=\"font-weight: 400;\">live chat<\/span><\/a><span style=\"font-weight: 400;\"> and messaging can boost communication. And how those positive experiences can lead to massive sales.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So, read on to discover how great customer service can help your business level the playing field when selling online.<\/span><\/p>\n<h2><b>What Is Ecommerce Customer Service?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Ecommerce customer service is how your business offers help to your customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That includes everything within the sales and support cycle. From helping them make an informed purchasing decision to resolving issues on shipping or returns.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A good customer service eCommerce strategy should:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Provide assistance and support<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Be easy for customers to use<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Not be difficult to find<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Be able to cope with a high volume of requests<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Monitor multiple channels and offer a quick response<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It&#8217;s essential, then, that the software you use to manage customers can cope with these requirements. The <\/span><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/office\/product-overview.html\"><span style=\"font-weight: 400;\">best service applications<\/span><\/a><span style=\"font-weight: 400;\"> also combine the likes of instant messaging and phone calls.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But before we examine how, let&#8217;s break down what.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">What are the top five customer service elements your eCommerce online business needs to offer?<\/span><\/p>\n<h2><b>1. Live Chat for Communication<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Live chat lets customers communicate through a chat box with your representatives in real-time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Everything takes place in a small window usually to the bottom right of the screen. Replies are typed and appear instantly, just like they would in a phone messaging app.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The customer can activate a chat themselves by clicking or tapping a button or link. Or the sales or support agent can reach out to offer assistance after a period of time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So why include live chat into your eCommerce website?<\/span><\/p>\n<p><a href=\"https:\/\/www.invespcro.com\/blog\/live-chat-customer-support\/\"><span style=\"font-weight: 400;\">Sixty-three percent <\/span><\/a><span style=\"font-weight: 400;\">of customers who use live chat are more likely to return to that site. Almost half say that having their questions answered while ordering is an essential service. And nearly three-quarters prefer live chat over traditional email.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By offering live chat you gain the following benefits:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Customers get instant feedback on their questions<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Sales agents can communicate with multiple parties at the same time<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Some customers prefer anonymity versus making a phone call<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Versatility, so chats can occur at work or anywhere<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">There are some limitations to the service that you need to consider, however.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Mobile devices aren&#8217;t designed for small chat windows. Customers need to wait for replies which may take time. And you need agents available with enough experience to answer effectively.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But these issues are easily overcome by using the right software and managing your staff.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Just make sure not to offer a service you cannot provide. A broken live chat or one that nobody replies to will send your visitors away forever!<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-11600\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-support-with-live-chats.jpg\" alt=\"customer support with live chats\" width=\"1400\" height=\"700\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-support-with-live-chats.jpg 1400w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-support-with-live-chats-300x150.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-support-with-live-chats-640x320.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-support-with-live-chats-768x384.jpg 768w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-support-with-live-chats-876x438.jpg 876w\" sizes=\"(max-width: 1400px) 100vw, 1400px\" \/><\/p>\n<p>&nbsp;<\/p>\n<h2><b>2. CRM System Integration<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Customer Relationship Management or <a href=\"\/gb\/en\/blog\/best-crm-software-for-small-businesses-and-startups\/\">CRM software<\/a> combines your customer records into one place.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A CRM system connects your marketing department with sales and customer service. It joins their phone call notes, chats and messages, and customer activities. And that lets your business offer a fully-personalised customer journey.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Most <\/span><a href=\"https:\/\/www.3dcart.com\/comparison\/hosted-ecommerce\/\"><span style=\"font-weight: 400;\">popular eCommerce platforms<\/span><\/a><span style=\"font-weight: 400;\"> include a CRM system because it takes the pain out of managing communications.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In the past, if a customer sent an email requesting support, it could easily get misplaced or forgotten. One slip sees that sale gone for good, not to mention the impact of negative reviews.<\/span><\/p>\n<p><a href=\"https:\/\/blog.3dcart.com\/increase-sales-crm-software\"><span style=\"font-weight: 400;\">Great CRM software<\/span><\/a><span style=\"font-weight: 400;\"> actively notifies sales and support agents of late replies.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customers are segregated into groups for easy management. And AI can even offer automated replies based on a pre-defined workflow.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Reporting tools bring another dimension to the power of CRM software and customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer reports offer insight into your top purchasers or groups. You can see how many people signed up for your newsletter or requested help during the month. It&#8217;s easy to spot trends which then drive how much you advertise using PPC etc.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you have an existing customer database, online CRMs are able to integrate with your systems. No need to have a custom solution created. Just tap into their app to gain access to all their features.<\/span><\/p>\n<h2><b>3. Frequently Asked Questions<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">FAQs or a knowledge base let customers make informed decisions without the need to ask for help.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A FAQs page preempts the most common queries. It encourages the customer by proving you&#8217;ve considered their needs. And it cuts down on unneeded phone calls and support requests.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One of the key areas a customer wants to know is how much it costs for delivery.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If they live outside the UK mainland is there an additional charge? When will their item arrive? Can they track it online?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By providing clear guidance on delivery options you&#8217;ll see less abandoned carts and increased sales.<\/span><\/p>\n<h3><b>Social Knowledge Base<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A knowledge base provides searchable FAQs that you can add to over time. But it&#8217;s also a great way for your customers to interact.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By offering a form to submit new questions and answers, you can create a small community. They&#8217;re actively engaged with your product or service and want to help others make informed decisions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A social-style knowledge base engages customers and encourages them to contribute. It needs monitoring but can act as a sales vehicle all by itself.<\/span><\/p>\n<h2><b>4. Phone Number and Contact Details<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Ecommerce regulations state that online sellers must provide their name and physical address. But why stop there?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">First-time customers need assurance that your company is legitimate. That&#8217;s why offering a phone number gives that extra advantage your eCommerce store needs.<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/solutions\/office\/call.html\"><span style=\"font-weight: 400;\">Modern Cloud phone systems<\/span><\/a><span style=\"font-weight: 400;\"> offer reliable HD phone calls no matter where you are.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral lets you keep your current number. You can flip calls between your mobile device and desktop. And you can manage routing through an admin portal.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Need your voicemails transcripted and sent to your inbox? No problem. You can even use <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/office\/features\/local-numbers.html\">local numbers<\/a> to make sure your customers don&#8217;t pay a premium price.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">All the systems work within one app. So you can offer phone, messaging, and video conferencing for your team as well as your customers.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-9408\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/smartphone-user.jpg\" alt=\"smartphone user\" width=\"2120\" height=\"1414\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/smartphone-user.jpg 2048w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/smartphone-user-300x200.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/smartphone-user-640x427.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/smartphone-user-768x512.jpg 768w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/smartphone-user-1536x1024.jpg 1536w\" sizes=\"(max-width: 2120px) 100vw, 2120px\" \/><\/p>\n<h2><b>5. Product Q&amp;A<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">We&#8217;ve covered FAQs and a knowledge base but how can you increase sales by using Q&amp;As?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The best <a href=\"\/gb\/en\/blog\/definitions\/shopping-cart\/\">shopping cart<\/a> software integrates questions and answers within product pages themselves. It sits alongside your description and product specs and displays questions asked by your customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The normal format is a list of questions asked on specific dates followed by related answers. Customers can flag an answer as helpful or not, which highlights its usefulness.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you don&#8217;t have a fully-fledged FAQs knowledge base, use the Q&amp;As to address specific issues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, &#8216;how-tos&#8217; provide a great way to share assembly instructions. And that fits well within the question and answers format.<\/span><\/p>\n<h2><b>Additional Tips for Successful Online Business Customer Service<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Here are some extra tips to help improve your customer service eCommerce strategy. Follow them to keep your customers happy and coming back to your store.<\/span><\/p>\n<h3><b>Automate When Possible<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The key to successful online selling is communication. But that takes time. So let the software do the hard work for you.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Automated order confirmations, receipts, and delivery notifications all offer great customer service. AI can help respond to frequent queries like when will my order arrive?<\/span><\/p>\n<h3><b>Communicate via Social Media<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Many of your customers use social media to communicate already so why not use that to your advantage?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you haven&#8217;t done so already, set-up a social media presence. Provide all your contact details and links to your website. Encourage interaction and accept support requests within that platform.<\/span><\/p>\n<h2><b>Number #1 Customer Service for Online Business<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">We&#8217;ve looked at the top five customer service for online business elements your store needs to have.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">From live chat to offering a basic phone number, potential and existing customers want to feel welcome and secure. If they feel threatened or their questions aren&#8217;t answered, they&#8217;ll leave. And often won&#8217;t ever come back.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That&#8217;s why it&#8217;s essential to have a <\/span><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/digital-customer-engagement.html\"><span style=\"font-weight: 400;\">single platform to manage<\/span><\/a><span style=\"font-weight: 400;\"> every online interaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral aggregates messages from all your digital channels to improve customer satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By combining IM, video conferencing, phone calls, and AI, the system works to build customer confidence. Incoming messages get automatically routed to the right department. And CRM features create a merged view of who your customers are and what they want.<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How can your eCommerce website compete with big-name brands? Global eCommerce sales are estimated to reach over \u00a33.5 billion by next year. In 2019, nearly two-thirds of American adults ordered &hellip; <a href=\"\/gb\/en\/blog\/5-must-have-customer-service-elements-for-online-businesses\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;5 Must-Have Customer Service Elements for Online Businesses&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":11668,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,12,17],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 Must-Have Customer Service Elements for Online Businesses | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"ow can your eCommerce website compete with big-name brands? Global eCommerce sales are estimated to reach over \u00a33.5 billion by next year. 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In 2019,","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/gb\/en\/blog\/5-must-have-customer-service-elements-for-online-businesses\/","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"7 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":":\/gb\/en\/blog\/5-must-have-customer-service-elements-for-online-businesses\/#article","isPartOf":{"@id":"\/gb\/en\/blog\/5-must-have-customer-service-elements-for-online-businesses\/"},"author":{"name":"RingCentral Team","@id":"\/gb\/en\/blog\/#\/schema\/person\/cc4f043d2b478862a8622c28b0ebd08c"},"headline":"5 Must-Have Customer Service Elements for Online Businesses","datePublished":"2020-09-01T12:37:40+00:00","dateModified":"2023-01-16T14:28:33+00:00","mainEntityOfPage":{"@id":"\/gb\/en\/blog\/5-must-have-customer-service-elements-for-online-businesses\/"},"wordCount":1526,"commentCount":0,"publisher":{"@id":"\/gb\/en\/blog\/#organization"},"articleSection":["Business Trends - CX","Customer Care","Retail"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":[":\/gb\/en\/blog\/5-must-have-customer-service-elements-for-online-businesses\/#respond"]}]},{"@type":"WebPage","@id":"\/gb\/en\/blog\/5-must-have-customer-service-elements-for-online-businesses\/","url":":\/gb\/en\/blog\/5-must-have-customer-service-elements-for-online-businesses\/","name":"5 Must-Have Customer Service Elements for Online Businesses | RingCentral UK Blog","isPartOf":{"@id":"\/gb\/en\/blog\/#website"},"datePublished":"2020-09-01T12:37:40+00:00","dateModified":"2023-01-16T14:28:33+00:00","description":"ow can your eCommerce website compete with big-name brands? 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