Communication features are a crucial element of eCommerce apps. But it can be easy to neglect this aspect between making sure that the products display correctly and the payment methods all work.
Nevertheless, the right communication tools can help you improve your eCommerce app by boosting customer satisfaction. Here are four channels you need to integrate.
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To begin with, live chat should be a standard feature of any eCommerce app.
It provides a quick and easy way for potential buyers to reach out to sellers if they have questions about their products. Ultimately, this helps increase engagement and reduce cart abandonment.
The same is true when it comes to customer care. Having a support team member only a click of a button away can help resolve any issues instantly.
Another communication channel that more and more eCommerce apps are integrating is voice and video calling.
Calls are still the single most popular method of communication for customers to reach out to businesses. It allows people to get answers fast and establish a real human connection.
Integrating voice and video calling directly into your eCommerce app, rather than just listing sellers’ numbers, for example, has several advantages.
Most significantly, it increases trust. Potential buyers no longer have to call an unknown, potentially foreign, number. Instead, they can reach out directly to the safety of your app.
Chatbots are a third communication tool that is fast becoming standard for eCommerce apps.
Many inquiries, especially in customer service, are routine issues. Questions about order status and delivery delays. Trouble accessing user accounts. Problems with return shipments.
In-app chatbots are fantastic at handling these issues. This increases customer satisfaction, as user questions are answered swiftly and thoroughly. It also frees your human agents to deal with more complex issues and assist customers who need it most.
Finally, the classic customer service communication method should still be a staple part of any modern eCommerce app: contact forms and ticketing.
Many people prefer to leave a formal paper trail when something goes wrong with an order, a payment, or an app itself. Contact forms and ticketing systems can help them do just that.
You can provide different forms custom-tailored to the most common issues customers reach out to you for. It’s even possible to include a drop-down menu to let customers specify directly which of their orders is the subject of their inquiry.
In addition, a well-designed form is easy to implement and intuitive for people to fill out.
Once they’ve submitted it, they’ll get a formal notification that their request has been noted and will be treated as soon as possible.
A well-chosen selection of communication features can take any eCommerce app to the next level.
By integrating channels such as live chat, voice and video calls, forms, and chatbots, you can ensure that all of your users’ questions are answered immediately and get the best experience possible from your app.
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