It’s no secret — online shopping has completely transformed the way we shop. But that’s not all. Remember those days when returning an item or getting help from customer service meant suffering through long lines and wait times? Today, we expect — and enjoy — fast, hassle-free resolutions to our shopping concerns. Let’s dive in and explore how online shopping has transformed customer service and what we, as customers, can expect from businesses in this digital age.
The Evolution of Customer Service
Amazon-sized Expectations
Large companies like Amazon, Walmart, and Target have set the new standard with fast shipping, easy returns, and easy-to-contact customer support. Other businesses can’t lower this bar without risking a loss of their customer base. Who wants to keep buying from a company knowing their customer support has only gone downhill? While this puts pressure on businesses to keep up, it also ensures they are prioritizing the customer experience.
Abundance of Choice
Never have we ever had so many choices as customers. We don’t have to take a chance on whether or not a product is worth the investment. Reading reviews directly on company websites or on third-party sites like Sitejabber can help us quickly make an informed decision. If the reviews reveal a product isn’t what is promoted or the business was difficult issuing their return, we will not hesitate to pivot to another business.
More Connected Than Ever
Social media lets us instantly share our experiences with a wide audience, no matter what kind of experience we have with a product or service. We know all too well that social media amplifies voices — both praise and critique. This means businesses have to be proactive about customer service to ensure that a wave of unhappy customers doesn’t turn people away.
More Variety, Happier Customers
We know the online shopping experience has to be stellar to keep us coming back, but that also goes for the customer service experience. We expect quick response times, kind reps, and speedy resolutions. Savvy businesses will offer more than one way for customers to interact with them. Keep the following in your back pocket for the next time you need to reach out to a company:
Email Support
While some people won’t hesitate to pick up the phone, email support has become the go-to method for the younger generation of shoppers. You can reach out to support anytime, day or night, and provide them with detailed inquiries that include photos, videos, and documents. This allows customer service reps to respond with more helpful and satisfying answers… Much more satisfying than listening to hold music for 30 minutes while you wait for an answer.
Live Chat
Real-time live chat support has been a game-changer for busy companies, providing instant assistance when customers need it most.. You can speak with a representative at any point in your shopping journey, making answering questions and concerns a breeze for everyone. However, depending on staffing levels, there can still be a delay in response times. Live chats are also limited by the operating hours of the company, so your late-night shopping spree gone awry might have to wait until the morning to be resolved.
Social Media
While it’s standard practice for companies to have a social media presence, it’s no guarantee they’ll have a dedicated team member consistently checking DMs and comments. Best practice? If the question isn’t pressing, go ahead and slide into their DMs. If your concern is more time sensitive, reach out to the company in a different way.
Chatbots and AI
Similar to live chat, AI tools and chatbots have become more and more popular for businesses that want to make their customer service more effective and efficient. With chatbots, you can ask a variety of questions, and get answers and recommendations right away. The tech isn’t perfect, though — AI-powered chatbots can be frustrating because they don’t always understand your issues, and you may still need to speak with a representative.
As the online shopping experience continues to evolve, so are businesses and their customer service practices. Customers have more power than ever before to influence the success of a business. By staying informed and being vocal about your experiences, you can help shape the future of customer service online. Next time you make a purchase online or need to return an item? Take note of the customer service experience — and be sure to tell the world.
