So, you’ve got all the goods to build a successful e-commerce shop, right? Great products? Check. Awesome website? Of course. Social media integration plans that’ll put your website on the map? You better believe it.
How about a customer service team that’ll blow every other customer service team out of the water? If you don’t have this, you’re missing a vital ingredient to creating the most successful online shop possible. Why you ask? Because without a customer-friendly team that’s knowledgeable, helpful, creative, and flexible, you’re not going to be able to adequately deal with your consumers’ needs. When you’re running an online shop, it’s different. Someone can’t just walk in and ask a bunch of questions, try stuff on, or get an employee’s in-person opinion, that’s why an awesome customer service team for your online shop is going to be hugely vital. You need to give shoppers that experience but over the internet.
Take VeryVoga and JJ’s House for example – they’ve mastered the customer-service world with their e-commerce shops. How? With a few of these awesome tips. Check out a few of their favorite ways to set up a customer-friendly team for online shops.
Super Informed Team Members For starters, you have to make sure that your team members are more than just people sitting at a computer answering emails or phone calls. You need to make sure your team is incredibly informed. Make sure they’re not just informed via their own devices but give them all the resources they need in order to be informed. Ensure that everyone you have working with you and on your team has access to manuals, rules, policies, and item description and information. The better informed your team members are, the better they can help your customers.
Training, Training, Training This is a hugely important step in making sure your team is locked-and-loaded when it comes time for customer service. The worst thing you can do for your employees – and for your business – is to send your customer service reps out into the world without proper training. It’s unprofessional, inconsistent, and will probably result in a disaster. Your customer service team members are representing your company, so you need to make the extra efforts to ensure that they’re properly trained and know exactly how to handle any and all situations that might arise. Ensure they’re informed on policies and procedures, have a handle on your brand, and understand how to interact with customers.
Encouragement Don’t miss this vital step! Too often, team members are unhappy, and unhappy team members aren’t usually exceptional at their jobs. You want every member of your team to be happy, healthy and feel good about their work environment so that they can best represent your company. This starts with encouragement! Make sure you’re providing consistent encouragement and positivity for jobs well done, and also properly, professionally, and appropriately assisting your team members when they need help or instructing on how to handle a customer service situation. Above all, provide your team members with the positivity they need to help the best support your brand and be a representative to your customers.
