Why Outstanding WooCommerce Support is the Backbone of Your Business Success
A common reason which discourages many online shoppers from making repeat purchases is poor WooCommerce support, which ruins their experience of shopping on a WooCommerce store.
Here are some WooCommerce support best practices you can follow to ensure you have happy customers who return to buy more and also refer others to your online store:
Understand Your Customer’s Support Needs
Although you may offer great products in your WooCommerce store, one of the most important aspects of eCommerce customer support is to find out what support customers look for from your support team.
Online stores who take the time to find out what customers are looking for are able to provide outstanding service because they are able to match products with customer needs.
An essential requirement for a WooCommerce store is to be able to respond to customer queries in real time is using live chat. Customers are impatient and less likely to submit a support ticket or fill in a contact form to ask a question when it can be answered by another online store straight away.
Superior WooCommerce support requires placing emphasis on support channels which customers really need. If live support is turned off after business hours, customers can be redirected to a Contact Form where they can submit a query, which a customer service team member can respond to when they get back to work.
Avoid Conflicts and Arguments With Customers
Always assume responsibility if a customer complains about a product you are selling and issue refunds immediately along with an apology. Often, the reason why customers are unhappy with a product is that the features and benefits do not meet their expectations. The reason could be that the features and benefits may not have been explained clearly. A simple solution for this is to review the product description and ensure the features and benefits are clearly communicated.
If a customer complains because their order did not reach them quickly, a discount wasn’t generated in the shopping cart even after the discount code was applied or some other reason, it’s easy to pass the blame on to the computer system or argue with the customer.
A far better option is to apologise, rectify the error and take steps to ensure it does not reoccur. When sending out the customer’s order, consider adding a little gift and an apology note. This goes a long way to show customers that you have their best interest in mind.
Leveraging WordPress Plugins
The WooCommerce platform has several high-quality customer support WordPress plugins which can be seamlessly integrated into your store.
When choosing a plugin, look for one which has advanced features, but is also cost effective. Plugins such as WSDesk, for example, have a simple interface and offer the facility of adding an unlimited number of support agents.
Using WordPress customer support plugins will give you a high level of control over data and will also avoid any issues associated with recurring monthly payments.
Establish a Knowledge Base
Not all customers who shop online are regular shoppers and often inexperienced shoppers are apprehensive about placing an order. It is quite likely that these customers will have some questions they wish to have answered, before placing the order.
Make a list of the most commonly asked questions and have a separate section on your WooCommerce store with answers to these. Customers who have a query are most likely to find their answer here, which will give them the confidence to complete the purchase. The content can be in the form of pdf documents, plain text or bite-sized video tutorials.
Not only does a knowledge base help in reducing shopping cart abandonment it also minimises the support questions raised. This helps in saving your customer service staff wasting several hours of their time answering the same questions over and over again, which can be quite frustrating.
If your support team has to spend time answering customer questions all day, they will have little time to focus on other tasks essential for operating the business.
Utilising Educational Platforms for Enhanced WooCommerce Support
Providing WooCommerce support to customers can be taken to a whole new level by using other channels like webinars, blogs, whitepapers and longer form training videos.
Offering a suite of educational material in this way results in a superior level of WooCommerce support, resulting in the delivery of exceptional customer service. Since the content is in the form of step-by-step instructions, it is actionable and customers can revisit the content anytime they face a situation where they require help, even it is outside normal working hours.
An important side benefit of providing a superior level of WooCommerce support is that customers get to know, like and trust your store, so you’re always the first choice when they are ready to place an order. It’s also an essential strategy for building long-term relationships with your customers.
Responding Promptly to Customers
In an age of instant gratification, prospects and customers expect a fast response to their queries or complaints. It’s important to keep track of your response time and look towards constantly improving it.
The longer a customer is made to wait for a response, the more time they will have to look at a competitor’s site and explore their offers. There are several reporting tools which can be used to measure response time.
Establish a benchmark to measure response time depending on the nature of the query. For example, a general inquiry which is easy to answer should not take more than an hour or two. On the other hand, a payment issue due to a glitch in the payment processing system will take longer to fix and the response time could take a few days.
Enlist the Support of Your Entire Team
Providing the highest level of WooCommerce support should not be restricted to support staff. It’s important to establish a customer-focused culture in your business. When all employees are passionate about delivering the highest level of support, customers will feel the difference and this will reflect in the performance of the business.
Staff members should be trained to relate in an empathetic voice to customers. A key skill is to recognise when to use a formal tone and when to be more casual. Rather than play a guessing game, customer service experts recommend matching the customer’s tone.
This technique has been successfully used to create an instant rapport with customers, so they are more open to communicating with you.
When customers look for help, they want a quick resolution to their problems and having proper systems in place will ensure that their needs are swiftly met.
The biggest benefit of embracing the support of your entire company staff is that it generates an extremely high level of trust, which is essential for long-term business success.