How Multi-Channel Customer Support Can Improve Your E-Commerce Platform – Kapdesk


A customer service of exceptional quality ensures that your customers are satisfied with your business, and also helps in retaining them as a loyal client. In the same vein, it is becoming increasingly clear that customer retention is directly correlated to profitability in the e-retail industry. Essentially, a good customer support system implies happy customers who are more likely to come back to you for more business.

When talking about customer service, a well-defined and a competent strategy goes hand-in-hand with best business practices. Therefore, customer service being an afterthought is a strict no for all businesses.

Let’s explore some good practices that e-commerce companies can look forward to for providing state-of-the-art customer service using multi-channel customer support service.

Understand the importance of multi-channel customer service
Giving your customers a memorable customer service experience is critical to the success of any business in the long run. If done correctly and professionally, it can play as important a role as pushing out a product or service to your customers.

Multi-channel customer service should be looked at as a business strategy that enables you to manage all customer queries coming your way in a well-organized and competent manner. It allows you to take advantage of the available communication channels like email, social media, phone and so on. It also empowers you to cover all the different bases through which customer support can be provided, and keep your clients happy.

The modern day customer expects more
Your customers are always expecting to find product-related help on the channel of their choice. It’s your job to ensure that the support that they are looking for is present where they are.

The benefit of doing this is that you can use multiple channels to sell your products and services. List your products on different social channels and help your clients get more out of the offerings that they are using. Cross-selling and up-selling is more tolerable when you can make sure that your customers’ needs are being met with the appropriate value.

Collect data from your customer sales
Your multi-channel customer service can help you gain more insight into customer behavior, which in turn can help you make better decisions. For instance, when you are making sales through your retail site, collecting broad data about your customer sales can improve your future marketing and promotions.

It will also help you understand why certain items sell better than others do, and what time is more favorable for selling certain categories of products. This will help you take informed business decisions on what products to sell, and create much more intelligent listings.

The main goal of using different channels is to be able to deliver a much more enchanting experience to your customers, which will be the determining factor if they become a repeat buyer. A happy customer will share their experiences with their friends, family and on different social media sites. These interactions will help you cultivate a positive brand image, and will bring in more customers in the long run.


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