E-Commerce Marketplace Blog

Tag: Email

  • Channels that you can use to enhance your customer service for your E Commerce Project

    Channels that you can use to enhance your customer service for your E Commerce Project

    Customer Service is an essential part of any E Commerce project. A good customer service makes your customer come back and purchase from you again. It also helps you promote your products and increase customer satisfaction , while also increasing brand awareness.

    Listed below are some of the ways you can channel your customer service.

    Phone

    Phone is the most traditional way for any business to connect with their customers. Phone can be useful as it helps customers connect quickly with service rep and address their inquiries. However, this only works where orders are infrequent or they require special assistance. A phone line may be jammed because of excessive calling. A customer service representative may spend more time than usual on a customer call putting other customers to hold.

    A phone line should be used only when you are sure that you can handle the customer call volume. Having a phone number definitely gives a feeling that you care about your customers and you have a human addressing their concerns rather than a bot

    Email

    Email is a channel that can help answer questions with a time lag. You can use email channel to let the customer know that you are looking into their problems while you look for the solution. Email also helps in creating a personalized connection with the customer. If you are a founder, you can always thank your customer with a personalized message for their business.

    However, the advantage of email gets nullified if you take a lot of time to reply. The customer may get frustrated and anxious if there are no subsequent follow up emails. If it is needed, it is a good idea to even pick up the phone and call the customer rather than doing back and forth on email.

     

    WhatsApp

    WhatsApp is becoming a popular channel for communication. WhatsApp may be used to send OTP and it is considered more secure than plain text. Status updates too can be shared on whatsapp. Some companies provide a list of menu items for handling customer’s query.

    WhatsApp can also be used as a marketing channel in addition to customer service . However, too many messages on WhatsApp which is still considered a personal chat platform may annoy users.

    Using WhatsApp though provides more control over the customer service process than emails and combined with other channels can really level up your customer experience.

    Social Media

    Social media can be your best tool, if used strategically. Social media helps build brand awareness, let people discuss your products and thus provide valuable feedback on your product and processes.

    You need to monitor your social media and read the comments put by either interested parties as soon as possible. The comments that are form of complaint should be investigated as fast as possible because responding quickly shows your high levels of customer service.

    Chatbots

    Chatbots are the latest addition to your customer service systems. Chatbots can range from just providing a menu-based experience to leveraging artificial-intelligence based question and response system.

    Chatbots have a bad reputation with customers because they are often not designed to give customers an optimal experience. But if thought through, they can free up customer service team for other important issues while most generic work can be left to the chatbots.

    With enough recursion, testing and analysis, a good chatbot system over the time can enhance your customer service. However, it is important that chatbots are just one aspect of customer service and it doesn’t take much time for a customer to get disaffected with its repeated responses. A human in loop when things go out of order is always warranted.

    Image by Mohamed Hassan from Pixabay

  • How to promote your E Commerce Store?

    How to promote your E Commerce Store?

    E Commerce store is easy to start. But one needs to be aware of the extreme competition in E Commerce world and the need to stand out among the crowd. It is a slow, grinding path to the end. If done right, the rewards are plenty.

    Next, we list out some of important and useful ways to promote your E Commerce store.

     

    High-quality product titles and descriptions

    The first step to a wonderful experience to an E Commerce site is attractive product titles and descriptions. You can create product titles that are SEO friendly.  Your product description may de divided into sections organized neatly. It should be easy to read and should provide a professional look for your site. If needed, you can create tables or comparison charts to make a point in favour of your product.  You may add images and videos to further enhance the appeal of your product.

    Clean and bright images

    Investing a good camera, photographic equipment is necessary. Clean images form the backbone of high-quality product listing. You would need images in various resolutions that satisfy printing requirements, multiple browsers, and multiple screen sizes. They also need to be mobile friendly. They need to be shareable as well, as sharing gives an opportunity for your product to be marketed at no extra cost to you.

    If you can’t take quality photos yourself, invest in a great photographer who can help you in this endeavour.

    Great content on the website based on Keyword research.

    In addition to the product titles, descriptions, and images, you may also incorporate blogging into your website. Blogging which is search engine friendly and which has an option to share the posts, helps people share information about you with their friends and provides you with free marketing (except for the expense of writing a great blog post).

    In addition, it helps you trigger word of mouth promotion which is radial and free.

     

    Use Social media!

    If you have budgeted money for advertising and marketing, use some part of it for social media marketing. Large companies such as Facebook, Pinterest and X have a sizeable population which is also engaged in their subject of interests. You may find groups of people whom you can target or also do interest based individual targeting. The ad should lead to your website and there should be a clean way to make the purchase.

    Influencer marketing

    Influencer marketing has become infamous for the actions of a few annoying influencers. However, in this age, one cannot wish away influencer marketing. An influencer may have fans who are eager to give a try to the product because the influencer has recommended it. This works great for electronics, restaurants and beauty industries. Strategic partnerships with influencers can help your brands go places you can not reach easily organically.

    Email Marketing

    Email Marketing is one of the most powerful methods to market your products. If an interested party (your lead/customer) has given you a permission allowing you to send them emails about your product, consider it is a privilege. People read their emails very seriously and will act on your recommendations. You need to make your emails readable and interesting.

    Also do not spam. You could be unsubscribed and even fined for spamming.

    Time sensitive discounting and promotions

    In marketing terms, marketeer creates the urgency when they can show that either prices are going to rise or stocks are going to zero in a certain time. Real Estate industry has shown to utilize this tactic very effectively. You may also use time sensitive discounts or discounts based on festivals or events to drive sales. This tactic is meaningful though when your E Commerce store has achieved certain level of virality.

     

    Photo by Pressmaster