5 Ways to Ensure Great Post-purchase Customer Support7 min read

Exceptional customer support is not an option but a necessity. 

Especially if you’re part of an e-commerce business, there can be no second thoughts when it comes to a great customer support service, as it plays a huge role in positive customer experiences (CX), which then further leads to repeat purchases. 

However, high order volumes, increased customer support requests, etc, can be a burden in your commitment to provide a quality support service.  

This can cause trouble to your business in more than one ways. 

  • Increased volume of support tickets and associated costs due to anxious customers reaching out with order status requirements. 
  • Customers frustrated with lack of support response for issues, taking their complaints to social media and tarnishing your brand’s reputation. 

Thus, the verdict is clear. 

Offering stellar customer support can bring in plenty of benefits for your e-commerce business. 

To know the benefits, let us get to know how you can provide customers with a superior support experience, particularly in the post-purchase phase.

Why specifically addressing the post-purchase phase, you ask? 

The post-purchase, comprising of order delivery and returns is an often left out part due to many businesses depending on the already strained shipping carriers to take care of them.. But the truth is that, carriers neither have the interest nor the commitment towards your customers’ post-purchase experiences. 

Thus, it is time for you to take control of your post-purchase, let’s start with quality customer support techniques.  

How to Provide Great Customer Support in the Post-purchase Phase

1. Automate chats to handle frequent and repeated customer queries

One of the quickest ways to get started with a great support experience is to automate your response to frequently asked questions from customers in order to reduce wait time and overall ticket resolution time. 

Set frequency levels for different questions asked by your customers and incorporate questions with high volume into a chatbot that can respond on your behalf. 

Keep in mind that, nothing impresses customers more than the realization of talking with a human at the other end. Therefore, keep your chatbot sound as human as possible. Also, human-back your conversations, so that your support reps can take over where necessary. 

And last but not the least, have a designated FAQ page with answers to all possible questions from customers so that they do not have to ask these questions in the first place. 

All of this can help you reduce ‘thankless’ tickets and provide increased customer satisfaction. 

2. Provide omnichannel customer support service