As your online business grows, so does the need to provide excellent service to your customers. It's definitely a challenge, but thankfully there are new ways you can manage customer requests and keep your folks happier than ever. A recent study found 68% of people would react to a negative customer service experience by posting it on social media. That's a scary prospect for a business. However, a similar study found that 73% of people would agree a great customer service experience could make them fall in love with a brand.
1. Keep records of customer interactions and purchases. Expectations are rising for eCommerce customer service!
This is really critical. A recent Microsoft customer service study found that 75% of customers expect a business to have immediate knowledge of past purchases and interactions with companies in which they've conducted business. Your customers won't want to explain their past interactions (especially if their call was disconnected). Find a CRM (customer relationship management software) and keep records. It'll make your life easier and keep your customers happy. It'll make you look organized as well.
2. Give your customers multiple ways to interact with your business.
Your customers expect convenience. Think about it. When you need to get in contact with a company, how do you go about it? No one wants to search for help on a website. Website chat, phone, email, self-service options, and social media are all equally important (though social media is moving up the list of importance pretty fast). Make sure your hours are clearly visible so your customers don't feel like they're being ignored. It's easy to set up automated immediate reply messages. Your customers will feel reassured you'll be getting in touch with them soon. Delight your customers with quality ecommerce customer service.
3. Be proactive and try to foresee problems before they happen!
Reach out to your customers in a personalized way and make sure they're happy. 87% of adults report they would be happy to receive proactive ecommerce customer service. Whether it be by text, phone, email, or handwritten notes (I'm a big fan of handwritten notes), you'll impress your customers and make them feel special. Everyone likes feeling special! Head off problems before they affect your sales and you'll end up with raving fans.
Shipping Bros is happy to help you grow your business!
Reach out to us. You'll find it's easy to contact us on our website (hint, hint). We'll partner with you and help you with all of your e-commerce fulfillment needs. We'd love to get to know you. Find out why we're different from other 3PL companies.