Customer service helps sellers stand out from competition
A recent study from Aspect, a firm of customer contact specialists, found many U.K. online shoppers are unsatisfied with their customer service experiences. About one-third of customers encountered difficulties the last time they were visiting an online store.
Obstacles shoppers encountered while browsing ecommerce platforms included insufficient product information, slow website loading and not being able to have a question answered adequately. About 10 percent of shoppers contacted the online sellers to get their post-purchase issues resolved, such as returning items, checking on deliveries, or changing orders.
Because so many issues can be resolved online, many shoppers expect a high level of customer service. If a retailer does not meet these expectations, it will likely lose business to a competitor online, Bdaily Business Network reported.
The website BuyHair, for example, recently launched its revamped website to provide a more user-friendly online shopping experience for customers. The hair extension supplier prides itself on a high level of customer service, offering both telephone and email services for sales and support. The new website features an online chat feature to allow customers to ask questions directly to retail representatives and receive answers in real time as they shop the online store.