As a business owner, it is important to think beyond elevating your brand amidst the increasing competition. You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. However, it is high time to rise above the...

Understanding and meeting customer needs is paramount in today’s business landscape. But how do you figure out what your customers want and need? Well, that’s where customer feedback comes into play. It’s like getting a sneak peek into your customers’ thoughts about your brand, experience, and offerings. If you’re not sold on the importance of...

Just because you have managed to start up your online business smoothly, you might think that it’s going to be a success immediately. The truth is, the real challenge begins only now! Down the lane, there will be a number of obstacles you need to face and overcome them to make better sales and gain...

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. According to a Smart Insights report, 63% of people expect brands to offer customer service...

Whenever organizations ask, “what does great customer service mean to you?”, I end up saying “it depends!” And, it is true. What could be a great aspect for me can turn out to be an average aspect for others during their customer journey. But imagine this, there is an eCommerce platform that you think of...

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment. For effective customer retention, a focused and dedicated approach needs to be kept in mind. And,...

People stop doing business with a brand if they get subjected to poor customer service. Numbers don’t lie. More than 50% of customers stop giving business to brands that did not stand up to their customer service expectations. And due to poor customer service, many organizations across the globe have incurred a loss of $1.6...

A few months ago, I stayed up late reviewing chat transcripts from an ecommerce brand that couldn’t understand why sales were slipping. Within minutes, the problem was obvious. Delayed replies, confusing answers, and missed messages during peak hours. It was a textbook example of how customer service for ecommerce often falls apart quietly, long before...

Remember that customer who bought your product 5 months ago? And, how about that customer that gave you lots of referrals last year? Like any other business, you may have a solid base of existing customers. However, there are times when you may not interact with them for months or even years! That’s when you...

Did you know that buyers read an average of at least 40 online reviews before believing in a business’s star rating? That’s not all. Buyers also post questions on different customer feedback channels like Quora or Reddit to know more about your services or in case they have doubts and want an unbiased response. And...