Your online store is where it is today because of all the hard work you and your team have put in. You’ve most likely developed your knowledge and experience by solving problems, getting hands-on, and determining the best route as you go.
With so much information out there, it can be hard to figure out who to trust when looking to scale. With this guide to setting strategy, we wanted to give you some solid pillars to lean on — each one built on solid research.
We’d love to know what you think about these pillars. Do they help give you a clearer focus for your service strategy? We’re always happy to chat.
The four pillars of good customer service for online stores
Removing customer obstacles means reducing the amount of effort a customer has to put in throughout their full online shopping experience. This will improve conversion rates and build loyalty.
Improving soft conversation skills & forward-resolution means helping your team build stronger emotional customer connections and heading off any further issues. This will stop rising customer churn rates and build loyalty while reducing costs.
Gathering operational insights means using customer support conversations to help optimize internal processes, better manage your team, and make smarter operational choices. This helps improve profitability.
Gathering competitive insights means using customer support conversations to help identify more up-sell, cross-sell, and assortment opportunities to keep you one step ahead of the competition.