Here at CartRecover.com, we often discuss tools which help reduce cart abandonment. Of course, as an E-commerce store owner, you’ll do anything possible to prevent these abandoned carts, so you’re not losing out on lost sales.
Providing great customer service is challenging for new E-commerce store owners since it requires dedicated time and experienced attention. Since busy owners are often short on both, this important process is easy to overlook. However, a well-crafted customer service strategy can reduce cart abandonment rates, and increase sales exponentially.
There are 3 painless customer service tactics you can use that will reduce cart abandonment, and make you more money.
Your website is the most important tool in your customer service arsenal. It is the first place your customers will go if they have an issue with their product, and the last place they’ll visit when finalising a sale. Before requesting help via phone calls or email, customers will try to find answers on your website first.
This is why it’s important to provide as much support information as possible directly on your website. Here’s how to do it:
Create A Frequently Asked Questions Page (FAQ)
Collect the questions you get from your customers and write an appropriate response. Then post these real-life Q&A’s on your website as part of your FAQ page. You can also preempt certain queries and add them to the list. The benefit of this approach is that it requires absolutely no time or effort from you and provides answers to customers questions immediately. This creates a win-win for both the customers and store owners.
“But wait a minute, a FAQ only helps if they have already bought my product. How does this prevent cart abandonment?”
This is the fun part. If you craft the FAQ correctly, it will in-fact work to increase sales. These are the steps to increasing sales using your FAQ:
• Think of reasons why somebody would hesitate to buy your product.
• Come up with an answer that counters the reasons “not-to-buy”.
• Insert this Q&A in your FAQ.
You are effectively selling your product through the FAQ document by using the Q&A as a supplementary sales tool.
Have A Downloadable Resources Page
Have a downloadable resources page for all your product manuals so customers can find them quickly and easily, and don’t have to go hunting for them. Nothing is more annoying than trying to find a simple answer or resource by digging through a complicated navigational system. Irritating your customers does not make them want to buy from you.
Providing resources can be as simple as offering downloadable PDF copies of the product manuals. If you want to go further, link to video guides on YouTube that demonstrate how to use the product.
Not only does this create a great value-added resource for your existing customer base, but “How to” videos rank highly in Google search results. This makes it easy for people searching for a similar product to find your site and buy your products instead of your competitors.
Another benefit of having these resources on your site is that they are available to your customers on-demand. Your customers may simply want a quick and easy answer, and with a video resource, they don’t have to wait for somebody from your team to call them back or email them. They can get their answers immediately without waiting for a delayed human response.
Install a Live Chat Widget
Live chat is great. It allows you to answer customer queries from anywhere and at any time so long as you have an internet connection. Unlike a telephone call, you don’t have to worry about going somewhere quiet to answer any queries since the chat is text-based.
Sometimes a simple query is all that is holding a customer back from buying. The ability to deal with a query immediately makes the difference between a customer abandoning their cart and finalising the sale.
Implement These Customer Service Tips To Start Making More Sales
There you have it, 3 simple and painless tips which easily improve customer service in your online store. These methods help boost your conversions and minimise your cart abandonment… and you didn’t even have to answer the phone!
To find out more on how you can turn your ecommerce store into a customer service machine, click here to book in your free 30-minute consultation.