The success of any eCommerce store depends largely on customer satisfaction, which is why it is so important to provide exceptional customer service. Unfortunately, certain questions are asked more often than others. To better prepare your customer service team, here are the five most asked support questions, and empathetic replies from customer support.
1. Where is my order?
This is the most common support question asked and for good reason; customers want to make sure their orders are being processed. An excellent empathetic reply from customer support could be: “I apologize for any delay in your order arriving. Let me look into this for you and I’ll get back to you with an update as soon as I have more information. Is there anything else I can help you with in the meantime?”
2. How do I return an item?
Customers want to ensure that returns and exchanges are made easy. A compassionate response could be something like: “I’m sorry that you’re unhappy with this item. Our return policy is very straightforward and I would be more than happy to walk you through the process. Please let me know if you need any further assistance.”
3. Do you offer free shipping?
Customers want to know if they can save money by ordering through the store. A great reply to this question would be: “Yes, we do offer free shipping on certain orders. Please let me know the specifics of your order and I can check to see if it qualifies for free shipping”.
4. Is my payment secure?
Providing a safe and secure shopping experience is essential for any eCommerce store. A supportive answer to this question could be: “We take the security of your payment details very seriously. Our website is encrypted with secure payment protocols, so you can shop with the utmost confidence.”
5. Do you have any discounts?
Answering this question requires a delicate balance of providing value to the customer while still making sales. An appropriate response could be something like: “Yes, we do have occasional discounts and special offers for our loyal customers. Please let me know if you need any more information and I can see if there are any available deals that could benefit you.” We hope this has been helpful in providing some ideas for you to create empathetic answers to the frequently asked support questions from your customers. Providing exceptional customer service will not only keep your customers happy, but it will also help to build customer loyalty.