Tag: Shoppers

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Introduction: The definitive guide to customer service for online stores

Winning The Competitive Battle In E-Commerce

Every definitive guide is driven by a big idea. After a ton of research, building on our own experience, and speaking with our own customers, here’s ours:

“If Customer Service is the New Battleground, then Conversation is where it will be won.”

In this post you will find all the research data – logically structured in two pyramids – to proof that personal, real-time Conversations will win the Customer Service battle in E-Commerce.

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Chapter 5: The conversation roadmap

Relational Shoppers: The BFF Of Any E-Commerce Store!

Relational Shoppers

“Transactional shoppers are your bargain hunters. They come and go. But as a cool store with a great brand, Relational Shoppers are your BFF!”

– ROBIN

Current mainstream wisdom tells us all shop owners should strive to offer unbelievably awesome support to every single customer, all of the time, and constantly exceed their expectations — so attaining service nirvana.

In reality, while exceeding customer expectations may (depending what any single customer values most) delight some, it will actually result in ever-spiraling costs and definitely not make your business any more profitable.

There are three reasons for that.

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Chapter 5: The conversation roadmap

The Roadmap To Great Conversation

The Human Conversation

You should aim to deliver fast, effective support consistently, across every channel.

In this section of our guide you’ll find a roadmap to managing and deploying great support conversations for your web store. With this roadmap, you’ll improve customer satisfaction and loyalty and lower support costs too — no matter which stage of business you are in.

Nine times out of 10 your channel strategy will revolve around e-mail, phone, and live chat — your customer’s preferred channels.

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