5 eCommerce Brands Rocking Customer Support with Key Takeaways

Nowadays, customer support is more effective when there is a plan behind it, just like most things in life. Even one poor client experience can be painful. Your eCommerce brand will fail if you don’t have a strategy for handling irate clients. Additionally, the only asset you have when selling goods and services online is your internet reputation. 

Up to 80% of consumers claim that they won’t purchase from a company that has received unfavorable online evaluations. But it might be challenging to determine the ideal strategy for your business. If you want to boost your customer service strategy but aren’t sure where to begin, take a look at the methods employed by these certain companies. 

List of eCommerce brands with customer support:

For most organizations, customer service has always been a deal-maker or deal-breaker. Here are some eCommerce brands with customer support which are listed below:

1. Swanson has swift response times:

Swanson is a mail-order business that began as an online retailer of health supplies in 1969. Even in 2015, when competing against household names like Coach and Apple. They were named one of the top 25 businesses with the best customer service. You need to find assistance with refunds, shipping, or general questions. 

It is simple, and you need to thank their website’s customer service area. Additionally, even when live chat agents are unavailable, the business still allows customers to submit questions. Returns are accepted and respond much more quickly than the typical brand. The entrepreneur claims that Swanson’s email response times range from six to twelve hours.

Their call answer times are an astounding one and a half to two minutes. So, you may monitor the average response times of your support team using customer support software to assess whether you are meeting client expectations.

2. StudioPress uses self-service Tools:

StudioPress, a WordPress site-building tool, is aware of when to let consumers help themselves. StudioPress is mindful that no customer care representative can resolve every customer service issue. There is a freeing-up agent who helps you to assist with more challenging problems. 

According to research, up to 91% of consumers claim they would use self-service technologies if they were available. They provide a vast library of software-related content, such as blog entries and in-depth tutorials that customers may use to solve their problems. Customers also favor finding solutions in this manner. 

Customers can address support issues in this fashion without ever having to speak with an agent, and they can do it on their terms and schedule. Even better, you may develop self-service material that can be integrated with AI capabilities like bots, which will be extremely important for customer service in the future.

3. Nordstrom offers a personal touch:

In 1901, Nordstrom was founded as a high-end clothing retailer. Currently, the business operates online and at more than 370 physical locations around the US and Canada. If they have lasted more than a century, they must provide good customer service. The fact that clients may access support whenever they need it is demonstrated by eCommerce customer support software.

Free shipping and returns, mobile shopping, and exciting new retail collaborations give you an ongoing opportunity to service more customers. 24/7 live chat, email, phone, and social media help are all available. The postal service brings on these types of delivery issues. The business has a reputation on Twitter for assisting clients with problems that weren’t their fault.

4. Casper responds to individuals who don’t tag their trademark:

You might picture yet another mattress manufacturer when you think about Casper. However, they are destroying the customer service industry by responding to those who aren’t tagging their brand online. Most brands use their company name in searches to publish positive comments, while very few use it to track down dissatisfied customers.

 The business is probably keeping track of several keywords and hashtags to help them keep an eye on this activity. Every company should employ this smart tactic. In this approach, you can react to problems that aren’t immediately obvious before they spread over the web. In order to see and respond to the postings that most brands overlook, you may add a customized Twitter stream to your Freshdesk feed.

5. Zappos goes above and beyond:

Amazing customer service makes the online shoe and clothes retailer Zappos so well-known. The stories about Zappos’ customer service accomplishments are practical without peers, according to their Twitter bio. A Zappos customer who was traveling in 2011 neglected to bring her go-to pair of shoes. 

Source

When she got there, she attempted to access the Zappos website to order more to be delivered nearby, but they were all out of stock. After the consumer called Zappos customer support, a staff member discovered the same shoes at a rival retailer nearby. They were bought and given to her free of charge by the corporation. 

The company provides exceptional customer service over various channels, which is essential for any brand wanting to stand out from the competition. As many service channels as you can offer. Then, connect all of them to give your consumers a seamless, hassle-free customer care experience across all channels.

Final thoughts:

Create a strategy for customer care that is unique to your brand. Without a plan, your business’s customer support effort might fail. Since your online reputation may make or destroy you, this is particularly risky if you rely on online sales. These brands have succeeded thanks to their effective, distinctive customer service methods.