{"id":105,"date":"2017-01-18T09:26:02","date_gmt":"2017-01-18T17:26:02","guid":{"rendered":"https:\/\/hengreamaze.wordpress.com\/2017\/01\/18\/stages-of-customer-service-for-every-stage-of-your-ecommerce-business\/"},"modified":"2023-08-31T05:22:49","modified_gmt":"2023-08-31T12:22:49","slug":"stages-of-customer-service-for-every-stage-of-your-ecommerce-business","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/stages-of-customer-service-for-every-stage-of-your-ecommerce-business\/","title":{"rendered":"Stages of Customer Service for Every Stage of Your eCommerce Business"},"content":{"rendered":"

Constantly adapt and readapt your customer engagement strategy.<\/p>\n

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The best way to think about customer service is to evaluate your needs as an eCommerce business and your customers\u2019 demands at separate and distinct growth phases. Remember, customer service is not a static process.<\/p>\n

Small eCommerce businesses cannot and should not be fixated on processes or tools that address the issue of quantity (ie. don\u2019t obsess over number of \u201ctickets\u201d per day or per agent). For one, there\u2019s no real way to anticipate quantity early on. Secondly, speed is a drug. When you suddenly can\u2019t match the speed of previous engagements, customers become frustrated. Speed is dependent on quality. The faster you go, the poorer your service quality gets. This is especially true for eCommerce where correlation between customer happiness level and amount of money spent is more linear than non eCommerce businesses.<\/p>\n

The best way for smaller eCommerce businesses to deliver amazing customer service experiences at scale is to move to asynchronous communications when possible. That means nothing in real time if you don\u2019t want to but instant access to customers when necessary. Early stage eCommerce businesses also need to consolidate. That means wasting less time juggling emails, social media account, mobile communications, etc. All of your attention should be focused on the quality of each conversation.<\/p>\n

As your business scales, it will inevitably go through various stages. These stages will eventually redefine internal processes, sales strategies, and of course, customer service workflows. For the sake of time, let\u2019s break these down to 3 stages in the context of customer service and see how processes might evolve.<\/p>\n

Setting up shop<\/strong><\/h3>\n

This is absolutely the best time to define what customer service is and means for your business. It sets the pace for how customer engagement will evolve as you scale. During this phase, customer service should be defined by high-touch, low volume, conversations via email or direct messaging via web\/mobile. Not getting over ambitious with multiple channels such as Twitter, Facebook, Instagram, SMS, or live chat can be a blessing in disguise. You want to focus your time and passion to service early adopters, patrons, and relationships. If you must use social media, use them for outbound communications, not inbound. This is also the perfect time to set up your FAQ or knowledge base.<\/p>\n

Recommendation:<\/em><\/p>\n