Low Conversion Rates
The ultimate goal for any online stores is not only to gain visitors, but it is to retain them and convert them into customers. No one wants window shoppers and fruitless visits on their websites. You might attract a good traffic through marketing, but retaining customers is only possible through a good customer service. When your website will have no channel for assistance or a help of any sort, not many visitors would want to buy from you. For engaging customers you must either add live chat to website or at least have a FAQs section. Otherwise your visitors will leave confused and empty handed.
Negative Word Of Mouth Publicity
A majority of shoppers rely on word of mouth publicity. If you ask customers about how they got to know about a particular brand, most of them would say, through online forums, reviews or through a suggestion by a friend. Very few would say advertisement attracted them. A bad customer experience would lead to a negative publicity by your unhappy customers. They would rant about you in online forums and write negative reviews about you. This would turn away prospective buyers, who might have been considering visiting your website. Experts believe that one must never take an angry or a frustrated customer for granted and social media has the power to make or break your business.
Lower Sales and Loss
Obviously, when your conversion rates will be low and there will be a negative image about you, your sales will fall. It is a well-known fact that customer service has a direct link with increased sales and revenues. Many customers remain loyal to a particular brand through their ups and downs, only because they provide a good customer service. And, many would leave an association with an organization if they failed to provide good customer experience, even though the quality of their products is good. Hence, customer service plays a deciding role in the success of any business. If you fail to deliver a quality online service, you will end up losing not only your customers but also a lot of money as there will be less sales and minimum revenue.
The above mentioned three pitfalls of a bad online customer experience are enough to sink your entire business. Hence you must pay extra attention on your online customer service.