Ecommerce customer service is something you shouldn’t take lightly if you want to scale your business. Nowadays, customer experience impacts consumers’ purchasing decisions much more than a company’s product or service cost.
Customer service is a significant factor in the rapid growth of your ecommerce business. That’s why knowing the latest facts and data about ecommerce customer service is important.
The world’s leading brands put considerable effort into crafting an exceptional customer service experience. Consider the following insights and statistics about customer service experience as tools to help you build a better customer service strategy.
The Effects of Poor Customer Service
- Millennials represent a huge buying power that could potentially make or break the economy; this is why you’ll want them on your side. But 74% of them will quickly leave your business and switch to a different retailer if they have a poor ecommerce customer service experience with yours.
- Just one instance of poor ecommerce customer service experience will stop 6 out of 10 consumers from buying your products. Imagine if this keeps happening due to your abysmal customer service strategies, leading to a significant profit loss.
- It’s impossible not to receive a “very poor” CX rating every once in a while. However, you will only be able to redeem yourself to about 15% of them. Not everyone will be able to forgive a bad experience.
Takeaway:
A negative customer service experience leads to loss of customers, which then leads to profit loss. A single instance of a bad experience has a significant impact on customer loyalty, and you can’t always recover from that. So the best thing to do is avoid it altogether; in other words, ensure that you’re providing the best customer experience.
Poor ecommerce customer service experience is detrimental to your product sales, customer loyalty, and word-of-mouth marketing. Letting your customers be subjected to terrible service will eventually drive your business to the ground.
Causes of Customer Frustration
- 56% of all consumers hate automated telephone systems. According to them, the most frustrating part is that the automated system makes it harder to talk to a live customer service rep about their concerns.
- Two-thirds of consumers hate having to wait on hold or repeating their concerns to multiple support reps when getting customer service. Getting transferred around multiple times and having to wait on hold each time will definitely grind anyone’s gears.
- Late response to customer inquiries is the leading cause of negative customer experience, according to 37% of consumers. 23% of them reported that it’s the lack of 24/7 customer service.
Takeaway:
Your consumers live in a fast-paced world, and they want responses from you as soon as they request them. It’s only natural to match that by providing fast and efficient customer service whenever possible. You also need to ensure that your customer support processes are optimized and efficient to avoid unnecessarily transferring customer calls multiple times.
Slow turnaround time and customer service roadblocks hurt good customer experience. In ecommerce, customer satisfaction is the most important thing. So to ensure that your customers are always satisfied with the care and support you provide, give them the kind of service they need — fast, engaging, and round-the-clock customer care and service.
The Impact of Excellent Customer Service
- Quick response to any problems is one of the key factors in retaining customers. They are 2.4 times more likely to stay loyal if you can provide immediate support when they reach out.
- If you can offer top-quality customer service, 93% of customers will more likely purchase your product again. Consumers will associate your brand with a positive experience, thus, encouraging them to come back again and again.
- It’s impossible not to make a mistake and disappoint your consumers at least once. However, 78% of consumers would still do business with you if you provided them with excellent customer service in the first place.
Takeaway:
A positive customer service experience breeds positive results for your business. It fosters a good relationship between your business and your customer base. Thus, prompting repeat business and strengthening customer loyalty.
By simply providing a pleasant experience to your customers, you can open a lot of opportunities for growth. Consumer expectations are evolving fast, and you’ll attract more customers when you can keep up with that.
The Importance of Good Customer Experience
- Almost all consumers (96%) become loyal to brands that provide consistent, fast, and high-quality customer service. It’s one of the most important driving factors to encourage customer loyalty, if not the only one.
- Customer experience has become a key differentiating factor for 80% of customers when choosing one brand over another. 95% will most likely pledge their loyalty to the company that will make an effort to win their trust.
- With good customer service comes customer retention. If you can increase retention rates by just 5%, it can lead to a whopping 25% to 95% of profit increase.
Takeaway:
Earning a customer’s loyalty is all about ensuring high-quality customer service. When good customer service is consistent, you can expect a higher retention rate, thus, increasing your profit. With good customer service, you’re not just pleasing your customers but also doing yourself a favor.
Higher retention rates can also impact how other consumers perceive your brand. A loyal customer base can unintentionally become ambassadors for your business. They increase your profits with their repeat business with you, and also entice other customers to try out your product in the hopes of getting the same positive experience.
Customer Support Channel Statistics
- 65% of potential customers still prefer contacting brands by phone. Phone has been the number one customer service channel for the past years, and it seems like it won’t be dethroned any time soon.
- Implementing a robust omnichannel customer engagement strategy can lead to an impressive 10% Y-O-Y growth, increase average order value by 10%, and close rates by 25%, according to a study by Adobe.
- Live chat support service is 4.6 times more likely to convert prospects into customers than other channels. Chatbots and other chat support tools and services are proving to be extremely useful.
Takeaway:
Although phone support is the leading communication channel for customer service, omnichannel customer engagement positively impacts company growth. And it seems like live chat is on its way to becoming the lead digital CX channel.
Utilize all available tools and technology to create a seamless, tech-enabled digital customer experience through live chat to take advantage of the situation. Meet your consumers’ needs and wants by delivering an improved customer service experience in the proper channels.
Tap into the potential opportunity to increase customer engagement and conversion — start building an omnichannel customer support system. And since most consumers hang around almost every social media platform, it can’t hurt to invest in optimizing all your digital channels for customer service.
Conclusion
Facts and data are essential in decision-making and strategizing. Whether you’re working with a call center support service provider or an in-house support team, it might help to discuss these insights about the ecommerce customer service industry. Realigning your long-term strategy based on the current data will help improve customer satisfaction, retention rates and NPS, and your sales revenue.
Nurture your company’s potential for consistent growth while taking care of your customers in the most efficient way. Customer service can be a gold mine for your business; you just need to optimize it well by implementing innovative and reliable customer service solutions.
