5 Ways to Make Your Customer's Day with Your eCommerce Customer Service

eCommerce customer service can feel monotonous sometimes. After all, so many of the questions have the exact same answer. At Key, we overcome the monotony of responding to outsourced customer service inquiries with one simple mission. We want to make our customer's day better.

It isn’t always easy. Especially when you have to tell them “no,” but we have 5 tricks to make your customer's day better that work for almost everyone we interact with and today we are sharing them with you!

1. Show your customers that you care about them with a quick simple greeting or closing such as, “I hope you are having a great start to the week!”

2. Copy-and-paste responses rarely meet the occasion. Almost every customer has some unique aspect to their email and canned answers usually just sound a bit off or miss a key point. Personalize your message by responding directly to their email. Don’t worry; it won’t be long before you can give a personalized answer in your sleep!

3. Celebrate with your customers when they share exciting news with you whether it's that they love their purchase or that their getting married next week, celebrate! Likewise, empathize. If they are disappointed with their purchase. Even if you can't refund them, you can always at least let them know how sorry you are that it didn’t work out. Similarly, if they have a negative life event, be sure to let them know that you are sorry for what they are going through.

4. It can be hard to be authentic when you answer so many emails. However, if we follow the golden rule and think about how the person on the other side of the email would like to be treated, we can remember that this is all new to them and they need us to provide them an authentic answer. 

5. Do you ever feel like it is impossible to get off the phone with a customer service agent? It’s not their fault. They are just doing what they are told but they want to know if you need anything else, if you will take their survey, and if you are satisfied. Whether it is a phone call or email, no one wants to spend more time than necessary talking to customer service. Your job is to get to the point. Give them the information they need in a clear, kind, and concise way.

If all of this has you just wishing you didn’t have to respond to another customer, we are here for you. Key Fulfillment offers small business virtual customer service whether you ship with us or not and we would love to learn more about your business and how we can help you!