More people than ever are starting online stores. From big businesses developing an online branch to small ecommerce stores selling homemade products and offering services. Online business is massive. Brick and mortar stores still have their place, but as online business grows, it’s essential we take the time to make sure the services we offer online compete with those that are provided in the real-world stores.
One area where brick and mortar has always had the edge is customer service. Shops on busy streets, big chains, and small independent boutiques all make a massive effort to provide excellent customer service. They give each individual customer their attention. They go the extra mile for them, and they find ways to keep them coming back. Retailers respect the importance of offering excellent customer service. They know it’s essential if they want to build a fantastic reputation and a base of loyal customers. Online retailers often neglect this.
When online retailers start out, they don’t think about the customer service they offer. They don’t see it as an important part of a business that has no direct person to person contact. Instead, they focus on speed and efficiency. This can be a mistake. With online customer service becoming much more important, your customer’s expectations are changing. They want more from the online stores they shop at.
Here are a few strategies you can implement to improve your companies customer service online.
Minimize Errors
Mistakes are made, things go wrong, even when we rely on technology and especially when customer orders have to go through different processes and employees before reaching their final destination. Using CPQ software to maximize NetSuite ROI can also help to reduce errors in your systems, the need for overcomplicated ordering and staff training. It can streamline your operations, minimize mistakes and help to give your customers an efficient and easy shopping experience.
Offer Options
To make your process easy for all of your customers, you need to offer as many options as you can. This does not mean offering a bunch of unrelated services and products. What I am referring to is offering different payment options. This will make the checkout process is easy for everyone. Also, if it applies to your business, offer home delivery, but also delivery to other locations, and add helpful extras like gift wrapping or insurance.
Make Connections
Social media is one of the best tools when offering great customer service online. In stores, employees actually chat with their customers. The most successful salespeople can make lasting personal connections which can lead to repeat business. This is harder without face to face contact, but not impossible. A strong social media presence gives you the chance to connect to your customers, offer advice, to ask them for feedback on their purchases, and to reply to their questions. Some of the best and most successful companies are very active on social media.
Provide Clear Information
One of the biggest reasons for complaints about online shopping is businesses don’t provide clear information. Retailers aren’t clear in their sizing, descriptions, delivery or return policies or pricing. Offer your customers clear and valuable information, and be available to answer questions and they are less likely to be disappointed.
Learn From Feedback
Most websites have a review or feedback option. If you don’t have one, you should. It shows that you’ve got faith in your products and services. But, you need to listen to it. If your customers offer negative feedback, learn from it and make changes. They’ll feel valued and appreciated. On my website, I have a contact page where individuals can reach to me with any concerns or questions.
With online businesses gaining in popularity every day, you’ll want to make sure you are providing excellent customer service. When you do, it can help you stay connected to existing customers, gain new customers and build a solid business reputation. Here’s to your success!
Carolyn R. Owens has over 25 years of proven experience and serves as a Career Strategist, Executive and Leadership Coach. She is the President of Infinity Coaching, Inc. where she can help you up-level your skills, so you can up-level your income, career, business or life. Infinity Coaching, Inc. provides coaching, organizational training, personality assessments, and a signature program, the Infinity Coaching Inner Circle. Carolyn is certified to give both The Energy Leadership Index Assessment and Myers Briggs Type Indicator Assessment. You can find out more he about both assessments and other products and services at https://infinitycoaching.net.
