Customer Self Services

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E-Commerce Software Feature - Customer Self Service!

E-commerce business is a little bit different from other businesses in the sense that having a customer self-service feature can enhance your customers’ satisfaction. Having a customer self-service feature on your e-commerce website is empowering for your customers. Your customers want to be able to do things on their own; and having features available for them to do so will also free up your valuable time for other things, like implementing business strategies or finding other streams of revenue!

Different Strategies for Different Types of Customers

Always remember that online, not all customers are alike, and not all of your online customers are computer and Internet savvy. Over 40% of your customers may be resistant to computers and to Internet use. Therefore, you should make sure that you have different strategies for both types of customers.

For example, an online FAQ page is a great idea for customers who need extra help when it comes to online ordering on your ecommerce site. Installing a Support Center into an e-commerce site will save countless hours. A support Center allows customer to send in questions. It also saves those question in a database (also called knowledge base) so when they next time a customer asks a similar question; the previous answer will be displayed.

Using Data Analytics Programs

It is obvious that you need some kind of data analytics program integrated with your e-commerce website, so that the automated system on your e-commerce store can identify which kind of customers it is dealing with. The data analytics program plays a very important role in understanding your customers. It is only when you understand your customers that you can build a specific customer self-service strategy for them.

Smooth Process

When you’re customizing the self-service feature, make sure that your customers are able to complete the entire process of transaction on their own. The assistance of a representative at any stage is helpful as well, so consider the possibility of offering a live chat support option during certain hours.

Offer Financial Incentives

At WebBiz, we’ve found that offering financial incentives to customers for using the self-service option is a tried and tested strategy. It really works. It encourages your customers to make purchase on your e-commerce website so that they can earn financial incentives. For example, if they complete an order online, you may consider offering them a coupon for a free gift or 10% off their next purchase; if you want to be really creative, give customers 20% off the purchase of a complementary product.

Using the customer self-service function on your e-commerce site is not only empowering to your customers, but it will also make your e-business more efficient and profitable!

To learn more about how WebBiz custom e-commerce software can empower your customers and boost your profits, contact us for a consultation.