eCommerce Companies – Top 5 ecommerce companies with unique customer support strategies
A happy and satisfied customer is the best business strategy of all ecommerce companies. Almost every ecommerce company knows that. That is why they are finding new ways to offer unique and exceptional customer support. From increasing social media presence to automated customer support. Furthermore, they are leaving no stones unturned to make their consumers feel special.
If you own a business or planning to start one, you could use these great examples of customer service to improve your relationship with your customers.
Below is the list of top 5 ecommerce companies that adopted unique customer support strategies to woo their customers and succeeded.
Engaging customers on social media
Microsoft is one of the largest technology company well known for its immensely popular Windows line of operating systems (OS). It is safe to assume the company keeps his customers happy as the software giant raked in more than US$110 billion in revenue in 2018.
A chunk of it could be attributed to the excellent customer support that the company offers to its customers.
Microsoft understood that the social media has now become an important part of a person’s lifestyle. They used it to their advantage by engaging with their customers over Facebook and Twitter – two of the most popular social media platforms.
From providing free customer support to asking product feedback, the company’s strong internet presence is a great example of ecommerce customer support at its finest.
Allowing customer support staff to be themselves
Once a DVD rental company, Netflix’s fairytale rise as a streaming media company in the last decade is quite remarkable. With a staggering revenue of US$11 billion in 2018, the company has over 130 million subscribers worldwide.
And the company knows how to make customers keep coming back for more. Netflix is renowned for their awesome free customer support and how they approach their customers. They allow their customer support staff to be themselves, always. Throw away those chat scripts!
One amusing interaction between a Netflix support agent and a customer even made news headlines where both talked in character from Star Trek TV series. That customer is going to remember that chat for the rest of his life! That is what Netflix aims to achieve – emotional bond with its users with the help of heartfelt helpdesk.
Understanding and using customer needs for R&D
Amazon – the largest ecommerce retailer in the world – has no equals. Valued at a jaw-dropping US$ 1 trillion, the American retail giant made its founder and CEO, Jeff Bezos, the world’s richest man with a net worth of over US$100 billion!
How did a company which started only 24 years ago, made it to the top?
The answer is simple – allowing customers’ needs to guide their innovation and growth. All they needed was a proactive ecommerce customer support that listens to its customers’ needs and acts on it.
When Amazon first started, they would only sell books. Later, as the customers started to trust the online mode of payment, they would also buy other items on the internet. Amazon understood the need and expanded from an online bookshop to an online retailer. Rest is history.
Introducing chatbots to automate customer support
Spotify is a popular online music streaming service that allows its users to stream music instead of downloading it. The Swedish company boasts of a mammoth collection of more than 30 million songs available for its 180 million subscribers worldwide!
Even with stiff competition from large corporations (such as Apple which owns Apple Music), Spotify held its ground and continued to grow. All thanks to their innovative use of artificial intelligence for providing unique customer support experience!
A free customer support – such as the Spotify chatbot for Facebook messenger – engages customers with the service and learns about them so that it could serve them better. It allows users to share song previews with their contacts in the chat and also recommends music based on mood, activity or genres.
Isn’t that awesome and cool?
Creating WoW moment for your customers
Founded in 1999, Zappos is a renowned online shoe and apparel retailer based in the United States. Founded in 1999, Zappos was acquired by Jeff Bezos’ Amazon in 2009 for over US$1.2 billion!
While first of all, the Zappos is a popular shoe brand, what exceeds the brand popularity is its customer service that almost has a legendary status. They have gone to great lengths to make their customer feel special.
Therefore consequently, the customer support staff consistently try to find new and creative ways to surprise their customers. Sometimes, they secretly upgrade their customers’ account to overnight delivery while the customer expects the delivery to take 4-5 business days.
For Zappos, customers satisfaction is the number one priority. Everything else comes later.
The top 5 companies and their ecommerce customer support strategies provide valuable insight which you can use to grow your own business. Once you gain the trust of your customers by offering great service, you will virtually have no competitor.
Now, go ahead and serve!
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