E-commerce, customer
service is essential and even more important than in traditional or offline
commerce, since in the latter the client has it face to face and we can have a
closer approach, however in e-commerce or online we must make a greater effort
to serve it and generate loyalty for a future purchase. I commented some tips
to achieve it.
The culture of the
company must be focused on the service of our prospects and clients and this is
achieved based on training and discipline, as well as creating an enabling environment
for this to happen.
We must have an area
known as call center which can be part of the company or an outsourcing or the
mixture of both. I recommend you evaluate companies specialized in this and
that have experience in electronic e-commerce marketing services.
The tool par excellence
to properly manage a customer service area is a CRM (Customer Relationship
Management) application in its service modules are managed cases or tickets
that come to us through the different means of communication.
There are
applications that are not CRM but are focused on the administration of tickets
and cases which are very good.
The ideal of an application to manage our
customer service is to have a correct integration with our e-commerce site,
otherwise it will cause more problems.
I mention some tools:
CRM:
• Salesforce.
• Sugar CRM.
• Microsoft Dynamics CRM.
Applications:
• Tour.
• OS Ticket.
Regarding the media,
without a doubt, social networks are an excellent tool to serve our customers
and there are tools to manage them correctly such as Tweet Deck, Hoot suite and
Buffer that allow us a centralized administration, however the most important
thing is how to answer our clients and this is where the work of the community
manager becomes fundamental for a correct communication and strategy.
The chat is a tool that
cannot be missing in our electronic commerce since the digital client likes and
gives confidence to be able to speak with a person at the distance of a click,
a good recommendation of the chat application that integrates with many platforms
of e-commerce is Zopim.
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