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October 31, 2023

E-commerce Customer Service – Are You making One of These 13 Mistakes?

Effective e-commerce customer service is the lifeblood of any business, but there are times when mistakes can have far-reaching consequences. In this article, we explore a series of customer service blunders that can negatively impact your business, from hindering customers’ basic functions to leaving your business vulnerable to errors and inefficiency.

1. Stopping Customers from Performing Basic Functions : Imagine trying to complete a simple task, only to find that a company’s customer service is preventing you from doing so. When customer service obstructs rather than assists, it creates frustration and dissatisfaction. In the absence of clear rules and contacts, customers may be left with no choice but to navigate a maze of automated systems.

2. Automated, Non-Human Phone Calls: Many companies opt for automated phone systems to handle customer inquiries. While automation can be efficient, a lack of human touch can alienate customers. Often, this leads to more problems, as customers may require personalized assistance that automated systems cannot provide.

3. Requiring Physical Visits for Phone Support: In some cases, customers might be directed to visit a physical location for phone support. This not only inconveniences customers but also contradicts the convenience that online services should offer. It’s a sure way to discourage business.

4. Inadequate Staffing: A common pitfall is not having enough staff to handle customer inquiries effectively. Long wait times, unanswered emails, or delayed responses can all result from inadequate staffing. This is a recipe for customer frustration and a tarnished reputation.

5. Inefficient System for Rectifying Faults: When a customer encounters an issue, resolving it should be straightforward. If, instead, your customer service relies on a manual, time-consuming, and inefficient system, customers are left hanging, and their problems may remain unresolved.

6. Risk of Knowledge Leaving with Older Staff: Experienced employees often hold a wealth of knowledge about your business’s operations and customer interactions. When they retire or leave, this valuable knowledge could depart with them, leaving younger or newer staff with gaps in understanding that can lead to errors.

7. Incorrect Records and No Way to Verify: Inaccurate records can spell disaster for your business. Without a system to verify and cross-check information, you risk making decisions based on incorrect data, which can be costly and damaging to your reputation.

Conclusion: Mistakes in customer service can have far-reaching consequences for your business. From frustrating customers to risking errors and inefficiency, these blunders can tarnish your reputation and affect your bottom line. It’s crucial for businesses to identify these pitfalls and take proactive steps to rectify them, ensuring that customer service remains a cornerstone of success, not a liability. By providing exceptional service and addressing these common mistakes, your business can thrive in the competitive landscape of today.

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Michael Veazey


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