Your followers are your best customers and it is extremely important to take care of them. In a world where competition in online sales is immense, what kind of customer service you provide has become the factor which sets your brand apart. It has been proven that a satisfied customer will buy again; moreover, they will recommend the product or service to their friends, relatives, and acquaintances. Remember that word of mouth is one of the most powerful marketing tools—and besides, it’s free.
In this article, we are going to explore 7 ways to improve your customer service and impress your customers.
7 tips to improve customer service in your online store:
We live in a world where everything is fleeting, where live and streaming content is gaining more and more importance. For this reason, being fast at answering emails, calls, or comments has become one of the most important aspects of online sales. The buyer needs an immediate reply when buying online; if they do not receive one, it is highly likely that they will leave your website and never come back. Think about it—you have made a great effort to bring that potential customer to your website; are you going to lose them for not answering their questions quickly enough?
A record-time service experience for your customer can help you position and elevate your business in the medium or long term. In fact, in many cases it will help you define your brand and make this one of the distinguishing values of your success.
We spend the day connected to multi-channel devices, and although in many cases this can take you longer, having several communication channels makes it easier for customers. There is no need for you to use all of them, but you should keep them in mind. Some of the most common and important are:
-Email: it is one of the most used channels. It also allows you to set up auto-reply messages so that your customers can rest assured knowing you have received the information without issue.
-Social media: both by private messaging and by comments. It is one of the ways that require a quicker response due to their inherent immediacy.
-Phone: many customers prefer to speak directly with someone on the phone, as the direct response from another person feels more reliable to them.
-Live chat or WhatsApp: it allows you to interact with all your customers quickly. Many brands are beginning to implement it as one of their communication channels with the buyer.
PAY ATTENTION TO THE LANGUAGE
You should always use a tone that is formal and close; that way, the person who is receiving your reply will notice how involved and dedicated you are with the issue. Help them solve their issues, answer their questions, and deal with their complaints with the utmost courtesy.
If you find that many of the questions from your followers or customers keep coming up constantly, you can create the well-known FAQs (frequently asked questions with their corresponding answers) and incorporate them into a section of your website, or just have them ready in a document to answer the questions as soon as you receive them. The most common questions in the world of online commerce are those dealing with shipping and/or returns.
Friend or foe. Customers today are aware of the power and scope of their opinion thanks to the Internet. That is why your brand is much more exposed to the public; for better and for worse, you can reach thousands of people immediately. For that reason, the importance of being very fast when responding to comments on social media becomes even more relevant than that of answering an email. You will have to keep an eye on everything that is said about your brand on social media and be able to manage it professionally, without clashing.
Admit and acknowledge your mistakes and try to compensate for them in a way that makes users satisfied. This will add reliability and closeness to your company. If you receive a complaint in public, do not try to make it disappear—solve it in an informative way to show complete transparency to all the people who are going to see that.
CUSTOMIZE THE SHOPPING EXPERIENCE AND STAY WITH YOUR CUSTOMERS
We all like to receive a little gift when we buy something; it is a way to bring us close to the brand and make us smile. Add a card, a thank-you message, a small gift—anything that brightens the day for your customers.
And now, let’s respond to that email or call 😉