Ecommerce brands should set up a knowledge base on websites to enhance customer service efforts

New Ideas in MarketingEssential news for marketers, summarised by YouGov
July 03, 2020, 3:14 PM UTC

A knowledge base is a dedicated area on a website, which addresses probable consumer queries through tutorials and Q&As.

This piece suggests businesses should set up a knowledge base on their ecommerce websites to maximise their customer service efforts. Having ready-made answers, like FAQs, can not only help businesses save time but also boost SEO efforts.

Marketers should leverage live chat apps on their websites to let customers quickly contact customer service representatives. Having a live chat feature can help ecommerce businesses easily solve customer issues related to returns, product warranty and payment processes.

Ecommerce companies should also adopt multichannel strategies by integrating various promotional and distribution channels to create a better rapport with their customers. Marketers should further provide personalised support to the customers based on their shopping behaviours.

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