Embrace social media as a customer service outlet
Everything moves faster in the digital age, so it is important that your retail business's customer service keep up with the fast pace. Social media can provide an excellent opportunity to improve and personalize the experience for your customers.
Even if you have ecommerce software that provides a traditional way for shoppers to contact your company, whether through email or a dedicated phone line, offering alternative methods for customers to reach out with questions regarding your products and services can create greater transparency. In turn, this may lead to better customer loyalty and improve your reputation as a merchant.
Practical Ecommerce suggested setting up a Twitter account that focuses only on customer service, giving customers an easy way to get answers. The added benefit of this is that inquiries and your responses will be visible to the rest of your customer base, so it can act as an alternative to a frequently-asked-questions page on your website.
Keep in mind that the way you respond to customers will be visible as well. U.S. News and World report suggested avoiding negative responses, as these can reflect poorly on the business. Deal with unhappy customers in a positive and helpful way rather than starting an argument.
