8 Common Ecommerce Mistakes and What We Learned from Them
December 6, 2024
Hear from a founder and a business owner as they share their invaluable strategies. Discover how one expert builds trust through responsiveness and personalization while another goes above and beyond by combining communication with personalized interactions. With a total of five insights, this article offers a treasure trove of practical advice for anyone looking to excel in online customer service.
Providing excellent customer service online is about building trust through responsiveness and personalization. I always ensure my customers feel heard by offering multiple contact channels like live chat and email. One time, a customer contacted me late at night, panicking because they needed flowers for a surprise proposal the next morning. I not only expedited their order but also helped them choose a bouquet that matched their theme, ensuring the proposal was perfect.
After the delivery, I followed up with an email asking how the proposal went, which delighted the customer and made them feel valued. This personal touch turned a one-time buyer into a loyal customer. Going the extra mile, even in a virtual setting, creates a memorable experience that leaves a lasting impression.
I also use post-purchase care to elevate customer service. Sending an email with flower care tips after every purchase not only adds value but also reduces complaints about wilting or damaged blooms. These proactive steps help me maintain a strong relationship with my customers.
Sophie Marasco, Founder, Thanks A Bunch Florist
At Ponce Tree Services, our approach to online customer service is all about responsiveness, transparency, and clear communication. We recognize that digital interactions can sometimes feel impersonal so we work to bridge that gap by actively listening to customers’ needs and providing thorough explanations of our services. With my years of experience in tree care and as a certified arborist, I’m able to offer expert advice and customized solutions that customers can count on. Whether it’s through prompt replies to inquiries on social media or detailed consultations over email, we’re committed to delivering the same level of personalized service online that we would in person.
One instance that stands out involved a customer reaching out via our website, concerned about a large tree close to their home after a recent storm. They sent photos and described visible cracks along the trunk. Drawing on my TRAQ certification, I quickly assessed the risk from the images, shared my initial insights with the customer and scheduled an emergency visit the same day. Upon arrival, we performed a detailed inspection and, after explaining the potential hazards, arranged for the tree’s safe removal. The customer was extremely relieved, especially as we provided real time updates throughout the process and ensured they felt secure and informed. This experience reinforced for me the value of qualified, responsive service even in an online setting as it gives customers peace of mind and builds trust.
Amaury Ponce, Business Owner, Ponce Tree Services
In an online setting, my approach to customer service is to be proactive and empathetic. As a car detailing service provider, we understand that customers often have specific questions about our packages or how our services can meet their needs. We’ve implemented live chat on our website with quick-response capabilities to answer inquiries in real-time. This ensures no customer feels ignored or confused while browsing.
One instance where we went above and beyond involved a customer looking for last-minute detailing before a wedding. They reached out through our website, and instead of sticking to our usual booking process, we rearranged our schedule to fit them in. Our team also provided complimentary add-ons like tire shine and a glass polish to ensure the car looked immaculate for their big day.
The customer’s gratitude showed us the importance of flexibility and personal touches in online customer service. This incident solidified our reputation for putting customers first, even in urgent or unusual situations.
Ryan Farook, Owner, Ryans Mobile Car Detailing
We once had an online customer call our customer service department and they were upset that we were out of a product and they could not accept the substitution. This was because they had already tested the product they had wanted in their food lab…and it was going up to the International Space Station on the Space Shuttle. I immediately got on the phone with them and moved them to our wholesale department, and we’ve now been providing NASA with condiments, cheese, hummus, and other products for the International Space Station for nearly 20 years.
Oh, and that brand overnighted the product we were out of. And, the relationship continued such that NASA once called me to help them solve a problem: they had an astronaut who needed fruitcake for the holidays, but as a government agency they could not have it include rum, but rum is what is used to preserve most fruitcakes. I took on the challenge and found an abbey of monks in the U.K. who have been making preserved fruitcake without rum, for over 400 years. That fruitcake went up into space, twice.
Paul Shrater, Founder – Ecommerce / 3PL / Manufacturing / Marketing, PaulShrater.com
To provide excellent customer service online, it’s essential to combine proactive communication with personalized interactions. We emphasize ensuring customers feel valued and informed at every step of their journey.
One example of going above and beyond involved a client experiencing recurring issues with their website due to a server glitch and an outdated plugin. Instead of a standard fix, we worked around the clock to resolve the issue, providing regular updates and a clear plan of action. Simultaneously, we implemented a more robust system to prevent future problems. Our transparency and dedication turned a potentially negative experience into a testament to our resilience, earning the client’s admiration and reinforcing our values like more examples of proactive customer service strategies?
Harmanjit Singh, Founder and CEO, Origin Web Studios
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