Without a doubt, the internet has made shopping more convenient, with richer choices and the ability for consumers to look for the best bargain through the use of comparison shopping engines. But let’s face it: Buying online can start to feel vague and transactional. In an era when the ultra-personalized shopping experience is the gold standard, it’s in your best interest to elevate your digital store’s customer service so that you can pull in those extra sales and forge long-term loyalty. We’ve put together our top tips that will help you to jump-start the process.

Definition of ecommerce customer service.

When you accept online payments, your business is considered to be an ecommerce store. Even though you may not be able to interact with buyers face-to-face, you still need to consider customer service. Ecommerce customer service involves answering questions and addressing concerns before, during, and after a purchase. Additionally, it means listening to feedback and responding to reviews, criticism, and product suggestions in a way that recognizes each buyer as a unique and special person. While this might seem like a tall order for a busy entrepreneur like you to fill, there are actions you can take to achieve this important goal.

1. Gather and listen to feedback.

One of the best ways to chart your store’s course is to solicit the views of the customers who spend money on your merchandise. Actively inquire about what they like about your goods and services, and don’t be shy about asking how you can improve. Instead of waiting for reviews, encourage people to provide them by offering incentives and discounts.

Once someone submits feedback, respond to it quickly, especially if the buyer has publicly expressed concerns about something you did or didn’t do or provide. Work on correcting the situation with the goal of delighting your customer and showing the rest of the social media world that you are committed to making each buyer’s shopping experience excellent.

2. Offer several ways to contact you.

When someone wants to get in touch with you, there should be a variety of vehicles to facilitate contact. After all, some people prefer email, others like one-on-one phone contact, and still others are fine with interacting with a chatbot. Each communication method should be set up for maximum friendliness and efficiency. For instance, you may not be able to answer emails right away, but you can set your point of sale system to automatically generate an electronic response in which you provide buyers with information about how long a reply from you will take.

3. Make transparency your mission.

Many customer concerns arise from confusion and unrealistic expectations. At least some of these stem from websites that are vague, difficult to navigate, or incomplete. One of the best ways to prevent a large amount of negative feedback and shopper frustration is to ensure that your website is a model of clarity, free from clutter, and full of information.

Much of the ambiguity can be removed when you post a full set of details. To that end, equip people with comprehensive details including guarantees, warranties, shipping and return policies, and estimated delivery times. Although this clarity and transparency will not keep all  customers from complaining, it will address many issues before they ever become full-blown concerns.

4. Provide valuable follow-up after the purchase.

From the moment when a buyer’s payment goes through until they receive their package, your ecommerce store is at the top of their mind. This brief window furnishes you with the opportunity to encourage further purchases. That being said, don’t just send a barrage of impersonal emails that will ultimately frustrate and infuriate shoppers.

Instead, take note of what they bought. Hand-pick items that are related to their purchase, letting them know that you thought of them in particular and wanted to offer them an extra discount. This strategy helps to foster a long-term relationship with the shopper without looking like a blatant money grab.

5. Provide free shipping.

The reality is that sites like Amazon already do this. If you want to woo customers to your smaller store, providing no-cost shipping is, if not a virtual necessity, at the very least an excellent benefit. In the end, most businesses find that it is well worth the few extra dollars that they pay to provide it.

The bottom line is that ecommerce customer service involves making your best effort to replicate the face-to-face experience that people get in a physical store. Although consumer expectations are high, your ecommerce business truly can forge meaningful relationships with buyers. Doing so requires an investment of time and resources, but the benefits can transform your store in a myriad of ways.