{"id":13192,"date":"2020-05-06T16:01:40","date_gmt":"2020-05-06T21:01:40","guid":{"rendered":"https:\/\/www.invespcro.com\/blog\/?p=13192"},"modified":"2020-05-06T16:01:40","modified_gmt":"2020-05-06T21:01:40","slug":"how-to-optimize-customer-service-and-support-for-conversions","status":"publish","type":"post","link":"https:\/\/www.invespcro.com\/blog\/how-to-optimize-customer-service-and-support-for-conversions\/","title":{"rendered":"How to Optimize E-commerce Customer Service and Support for More Conversions?"},"content":{"rendered":"Reading Time: <\/span> 13<\/span> minutes<\/span><\/span>

Quick question<\/b>: On your eCommerce list of daily priorities that should never be ignored, where do you rank your customer service or customer support<\/a>?\u00a0<\/span><\/p>\n

Does it come first? Or second? Or maybe it’s not even on the list of priorities?\u00a0\u00a0<\/span><\/p>\n

I know that it\u2019s easy to think of eCommerce customer<\/a> service and customer support as just another basic logistical process in your company and it might seem like a waste to invest money in your customer service and support team.\u00a0<\/span><\/p>\n

But considering that your business lies in your customer\u2019s hands, shouldn\u2019t customer service and support be of utmost importance in your company?<\/span><\/p>\n

Your customer service and customer support team have a tremendous impact on your business \u2013 their everyday tasks have a direct influence on retainment, revenue<\/a>, and overall growth of your company.<\/span><\/p>\n

No matter how great your product is, it\u2019s impossible to please customers if you have less-than-amazing customer service and support. This is to say that solid customer service and support equals positive customer experience<\/a>.\u00a0\u00a0<\/span><\/p>\n

So if your company doesn\u2019t have solid customer service and support…well, good luck delighting customers and growing your revenue.\u00a0<\/span><\/p>\n

Today, we\u2019re going to talk about how to improve e-commerce customer service and support. When you invest in your customer service and support team by implementing the tips we give in this article, you\u2019ll reap the benefits in no time.<\/span><\/p>\n

But first, what’s the difference between customer service and customer support?\u00a0<\/strong><\/h3>\n

Distinguishing between customer service and customer is not an easy thing to do, there\u2019s a thin line that separates the two. Most people use them interchangeably probably because they have a lot of similarities than differences.\u00a0<\/span><\/p>\n

They are both about making life easy for the customers. They both use similar communication tools like phone, live chat, and email. They both require similar skills like active listening and empathy so as to give a customer a positive experience. They are both crucial in delivering a positive customer experience for every business.\u00a0<\/span><\/p>\n

I can go on and on…\u00a0<\/span><\/p>\n

But if you want to try and differentiate the two \u2013 you can think of customer service as proactive guidance and customer support as reactive help. To help you understand better, let\u2019s dive into their definitions:\u00a0<\/span><\/p>\n

Defining eCommerce Customer Service<\/b><\/h4>\n

This refers to providing value for customers by helping them before, during, and after they make a purchase.\u00a0<\/span><\/p>\n

The kind of assistance provided by a customer service agent (human or chatbot<\/a>) is non-technical \u2013it\u2019s usually aimed at improving customer experience and the relationship between a business and its customers.\u00a0<\/span><\/p>\n

\n

"Great customer service is about making the customer feel as if they made the right decision when they chose our company to solve their problem." – Mike Sims #CustomerFirst<\/a><\/p>\n

— HubSpot (@HubSpot) August 11, 2019<\/a><\/p><\/blockquote>\n