Boost E-Commerce Revenue With Intelligent Customer Service

Kirsi Tarvainen

Online shopping scores high on my list of best innovations to improve family well-being. Instead of heading to a crowded mall after work, I prefer sitting on the couch in the evening, surfing the web catalogue, and enjoying a nice cup of tea. Especially during the holiday season, online shopping reduces the stress for all parents trying to fulfill the wishes of their offspring.

I am not the only one who prefers a cozy sofa to congested shopping centers. According to Fortune, last year holiday shopping grew 8 times faster online than in stores.

Online retailers have done a great job improving the shopping experience: Good-looking storefronts, quick delivery times, and flexible return policies all increase customer satisfaction. However, there is one element that still needs more attention: Customer service.

Just like in physical stores, customers may have questions regarding the products, and when they do, someone needs to be there to help. Otherwise the customer will go somewhere else – and there are countless alternatives just one click away.

Customer service is not something that happens after the purchase. Service needs to be available in every stage of the buying journey. In fact, adding customer service as a key component to your commerce strategy can boost your sales and cut your costs.

Boost commerce with customer service

Intelligent customer service means intuitive responses to consumers seeking answers. Happy customers mean happy bottom lines. Using intelligent service you can:

  • Decrease the shopping cart abandon rate
  • Increase the click to-buy rate
  • Reduce return rates by helping customers select the right products

Improve e-commerce experience with intelligent customer service

To assure that your customer has the best experience possible on your site, here are a few customer service pointers:

  • Make sure your customer service is available on all the channels your customers are using
  • Explore machine learning and chatbots to see where you can automate customer service for even faster service
  • Data is the fuel: Both your customer service agents and the automated services need a solid database to find the right answers

In many cases, the line between commerce and service is blurring. The busy shopper does not care if it is your customer service or commerce department answering questions. And it really does not matter if the answers come from a live agent or a chatbot. What consumers want is a quick and convenient way to find the gifts that will make those on their holiday list happy, and to have these items delivered in time.

It is the complete customer experience that matters.

Want to hear more about how customer service can boost your web shop? Watch this!  

This article originally appeared on Future of Customer Engagement and Commerce.


About Kirsi Tarvainen

Believing strongly that we all deserve good customer service, Kirsi has been working in customer service field for more than fifteen years. In her current role in SAP Hybris she works for SAP Hybris Service Solutions, helping companies worldwide improve their customer experience.