Get Closer to Customers with Messaging App Customer Service: 3 E-Commerce Examples
How can e-commerce companies make sure they stay ahead of the competition? One way is to offer exceptional customer service. We provide you with three concrete examples and a few ideas to jump-start your messenger customer service and develop a closer customer relationship.
Why focus on customer service to set your business apart? A survey from New Voice Media said that 72% of customers would be more loyal to companies if they had better customer service. Over half of today’s consumers say that a company’s customer care is just as important as their product range and quality. What happens when you have bad customer service? In 2018, companies lost about 13 billion euros to their competitors by failing to provide adequate service. Bad service means lower customer satisfaction, lower Net Promoter Score, and lower retention.
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Messaging apps are simple and fast – and implementing them into your customer service is equally so. It’s a win-win for you and your customers. They have a channel over which they can quickly and easily get in direct contact with your business. You and your colleagues can work more effectively: chat messages are easier to answer than e-mails, and you can use a variety of automation possibilities to make it even more efficient. The more casual tone also has advantages for both sides. Customers see that your company is future- and customer-oriented and feel closer to your brand. Customer service employees receive more positive feedback, and can answer more quickly and authentically. The best part? The quicker handling time and lower costs of messaging apps save your company not only resources, but also budget.
Ian Jacobs, a customer service expert at Forrester, has said that “the single most important thing a brand can do to drive a positive emotional experience is to make customers feel that their needs and time are valued” – and by offering faster, more personalized, and more direct customer service via messaging apps, e-commerce brands can dramatically set themselves apart from the competition.
Before we introduce three real-life use cases, here are a few ideas to help you picture how messaging app customer service can be used.
- Curated shopping (Pre-Sales / Post-Sales consultation)
Curated shopping is a mix of automated and personal shopping advice. Chatbots or hybrid bots can collect relevant data from the customer pre-sale and then hand it over to a personal consultant who immediately knows what the customer wants.
- Fully-automated package tracking
“When will my package arrive?” is the most popular question about online deliveries. With automated package tracking, customers are automatically informed of the packet’s current whereabouts and delivery time via messaging app chatbots. This can happen proactively via notification whenever the package completes a shipping step, so that the customer never even has to ask about the status.
- Click & Collect
From a verified purchase in the online shop, right up until delivery at the shop closest to the customer, customers can receive push notifications with information about each step for in-store pick up orders.
- Complaint management
If a product is defect, the customer can first send a photo via messaging app, confirming that a repair is required, and then send the product directly to the repair. The customer can receive status updates during the repair process and about the delivery of the repaired product!
- Return processes
In 2018, every sixth online order was sent back to the retailer. A chatbot can support the return process via messaging apps. From multimedia content (images, video, text) to automated label creation, and notifications when the returned packet is received and processed, this can simplify returns for both the customers and the companies.
1. Women’s Best helps customers via messaging apps
WOMEN’S BEST is one of the world’s most successful Social Media start-ups. They sell sport clothing and premium sport supplements to women over their online shop. By switching to messaging apps for customer service, they were able to elevate their customer experience and offer the perfect customer care for their target group. Using iMessage (Apple Business Chat) and WhatsApp, the customers can quickly, directly, and personably receive information about their orders or other questions. The handling time per customer inquiry has sunken by an average of 50%: inquiries can now be handled more quickly and more simply. The Women’s Best customers – 85% of whom use the mobile website – specifically appreciate how simple it is to contact the company via messaging apps and the quick reaction time. This has had a positive effect on customers’ purchasing behaviours, and the e-mail support has sunken by over 70%.
dm is one of the most successful drugstores in Germany. One of their services is photo development and printing, and they’ve created a chatbot “Zoe” as an alternative to their website photo sales. Zoe guides customers through a complete photo ordering process via WhatsApp. The customer can send up to 30 photos and Zoe creates a collage. The finished product is a surprise, which the customer can see when they receive the poster 3 days after ordering it. With this mobile chatbot feature, dm offers a fast and digital way for customers to print personal photos.
Interested in learning more about chatbots in customer service? Read this article.
3. Chat with the Vodafone store around the corner
Vodafone is one of the first companies in Germany to start using Apple Business Chat – a way for companies to leverage iMessage and win points with loyal Apple customers. Customers or users searching for phone hardware or a new phone plan can directly message Vodafone after finding the company in the Apple Spotlight search, in Apple maps, or using Siri. Branches which support Apple Business Chat show up with a message bubble which serves as a low threshold entry point into the conversation.
4. Brille24 offers personal consultation via messaging apps
The leading online optician Brille24 offers an innovative and personal customer care channel via messaging apps. Customers can experience immediate, individualized, consultation – naturally, with multimedia support as well. The user sends a photo of themself to determine the ideal frame shape for their face and explains what kind of glasses they’re looking for. The customer service employee sends a variety of options that could interest the customer, and can set up an appointment for eye tests at the closest available store. This service received great feedback from customers and Brille24 has been able to reach all age groups with the intuitive consulting!
Naturally, to offer great service, you need a great tool. With our browser-based Messenger Communication Platform, messaging app customer service is scalable and secure. The solution is completely GDPR-compliant, and very easy to use. The interface is intuitive, we offer comprehensive onboarding, and both small and large customer service teams can use the platform cooperatively and efficiently. Using the modern ticket system, you can assign tickets to the right agents using Drag & Drop (manual) or Autorouting (automatic). The Chatbot Builder allows you to create highly customizable chatbots without any programming knowledge. All of these features can raise your efficiency, leaving your agents more time and energy to focus on more complex inquiries. Find out more about the Messenger Communication Platform on our product page!
And even more: MessengerPeople is like Netflix! You can cancel it on a monthly basis!
Have a great idea for e-commerce customer service via messaging apps and want to talk about it? Message us!