Many eCommerce businesses struggle with their conversion rates and don’t know why. They wonder whether the email support feature is valuable or not. Should they invest in it or not? What are some ways to improve conversions through emails? Let’s take a look at this question.
Your emails aren’t practical unless you give them an apparent reason to read them and take action. That means addressing issues directly related to the customer and providing solutions. The key is to personalize each email support you send out and tailor it specifically for the individual recipient. Learn how to improve your conversion rate using email support.
Improve Conversion Rate Using Email Support
Email support services are critical for eCommerce businesses. Without email support services, customers may not be able to contact the right team member fast enough when issues surface. Even worse, some shoppers may feel discouraged from shopping with your company after receiving poor customer service via email. So, how do you ensure your eCommerce brand is fully equipped to provide excellent email support services?
Ecommerce stores typically lack dedicated employees to handle customer questions and concerns. Instead, the sole responsibility falls on store owners and managers. This makes the job of managing incoming emails all the harder because these conversations require quick responses.
While you can rely on automation tools to assist with some daily tasks, like responding to orders, it won’t be enough to meet the demands of 24/7 email support. To properly respond to every single message takes a special set of skills. Therefore, you should put extra effort into training your staff to understand how to respond quickly and effectively to common customer queries.
Build A Better Customer Experience By Offering High-Quality Service With An Emphasis On Helping Customers
1. Make a Vision for the Ideal Customer Experience
Having a distinct vision for the customer-focused future that you can share with your business is the first step in developing a customer experience plan. Making a list of guiding principles-style statements is the quickest approach to describe this idea.
For instance, Vserve practices its core family values, which are ingrained in the company’s culture and include providing awe via service, humility, and accepting change.
Once established, these principles will guide your organization’s actions. These ideas ought to be internalized by every team member and incorporated into all phases of training and development.
2. Recognize Who Your Target Market Is
Bring to life the various client types who interact with your email support services staff as the next step in advancing these customer experience standards. Your company must be able to relate to truly and sympathize with the difficulties your consumers encounter to comprehend client demands and wishes truly.
One strategy is personalizing and segmenting your consumer base (or customer profiles). Try to provide names and personalities to each persona.
For instance, John (42) needs to be able to follow clear directions on a web page, but Anne (35) enjoys new technology and is tech-savvy enough to follow a video lesson on his own.
3. Build a Relationship with Your Clients
You’ve probably heard the saying, “It’s not what you say; it’s how you say it,” right?
The finest customer experiences are attained when a team member establishes an emotional bond with a client.
According to research published in the Journal of Consumer Research, attitudes that influence decisions are shaped by emotions, which account for more than 50% of an experience.
Because they are emotionally invested and recall how they feel after using a product or service, customers become devoted. Businesses that focus on emotional connections beat rivals in sales growth by 85%.
Studies consistently show how important it is for customers to have a great experience:
- If a business delivers direct interactions and communications, 64% of consumers are more inclined to suggest it to others.
- Because they had a “wonderful experience,” 71% of consumers suggest a good or service.
- 65% of respondents believe good customer service is more impactful than effective advertising.
4. Capture Consumer Feedback in Real-Time
How can you know whether you are giving customers an excellent experience?
You must inquire; ideally, you do this by getting responses immediately. Use live chat tools to hold interactions in real-time, and afterward, use post-interaction surveys and other customer experience tools to send a follow-up email to each customer.
Of course, you may email consumers to conduct outbound sales to get more meaningful feedback.
Additionally, it’s crucial to link client feedback to a specific customer care representative to demonstrate to each team member their impact on the company.
5. Utilize a Good Foundation to Help Your Team Grow
By completing the steps above, you now understand how clients feel about the caliber of your service about the principles of the customer experience you have established. The next stage is to identify the training requirements for each member of your customer care staff.
Many firms rate communication effectiveness by phone and email. Still, a quality framework goes one step further by planning and monitoring your team’s growth through coaching, e-learning, and group training.
6. Take Action on Frequent Employee Feedback
Most firms use an annual survey to gather information on the team’s general satisfaction, level of engagement, and capacity to provide top-notch services.
But what occurs in the eleven months that pass between these survey times?
Nothing happens very often. And here is where constant employee feedback may play a role in utilizing technologies that allow workers to share suggestions on enhancing the customer experience and for managers to observe how the staff feels towards the firm.
Using social media tools or project management software, for instance, you may set up a secure environment where your business can provide ongoing input.
7. Analyze the Return on Investment from Providing Excellent Customer Service
Lastly, how can you tell if the money you’ve spent on your personnel, procedures, and technology is effective and yielding results?
The outcomes of the business provide the solution.
One of the most significant issues for companies is measuring customer experience, which is why many utilize the “Net Promoter Score” (NPS), which gathers valuable data by posing a single, obvious question:
Attend to All Customer Issues (Billing Issues, Order Status)
Customer complaints are frequently an indication that what you promised and what they received differed. Sometimes a customer’s unrealistic expectations or false presumptions are the roots of the disconnect. Sometimes it’s a result of anything your business is doing incorrectly.
When a consumer complains, it might be because your user experience sets them up for failure or because your marketing copy misleads them about your product or service. Or it can indicate a situation that isn’t directly within your control (e.g., third-party shipping issues).
The only way to learn is to take client complaints seriously and look for insightful information.
Use this five-step procedure for managing customer complaints via email for support services to determine the cause of the criticism you received from a customer and address the issue to keep that customer.
Step 1: Investigate further by posing pertinent queries.
Step 2: Determine the kind of client you are working with.
Step 3: Quickly respond to the consumer.
Conclusion
Ecommerce websites are built around providing value to buyers. To improve your conversion rate, you must first understand what drives customer behavior towards purchase.
We at Vserve have been offering expert email support services for many businesses in various sectors. The most excellent choice for email support services that may ultimately help your business see a rise in sales and customer happiness, which can eventually lead to client loyalty, is us because of our expertise in offering customer assistance.
