Did you know there is a study that proves that acquiring new customers costs 6 or 7 times more than keeping existing ones? Or that 85% of customer losses are due to poor service?
Yes it’s true. Online store customer service is crucial for greater engagement and repeat sales. In today’s text, we explain how to improve customer service to make it a competitive advantage. Don’t forget that 86% of consumers would be willing to pay more to get better care.
Do you still need more reasons?
1. Get to know your client even more!
In every company, everything revolves around the client and his needs. Defining the buyer not only helps to discover which products are most attractive to them or how to focus the promotion on increasing sales. Knowing your audience is also important to improve the customer service offered and underneath it to improve how online stores operate
If you identify doubts or concerns at the time of purchase, you can offer solutions. And that means more sales.
How to collect this information?
In addition to paying attention to the usual channels of communication (see below), you can also get to know user feedback in other ways:
Polls: Create small forms on your website to ask very detailed questions.
Suggestion box: Let them explain what you have failed or how you can improve the area.
Email marketing: ask subscribers questions.
Blog: encourages readers to leave comments.
In addition to knowing your customers well, it is also very important to master your products.
Lots of people go online (especially when they are sold without inventory) without knowing what they are offering too well. This is a very serious mistake when it comes to providing good customer service.
Any questions that arise cannot be answered without contacting the supplier. This will lead to longer response times and less accurate information, which is where any online store can suffer
To sell or not, through dropshipping, you need to know the pros and cons of everything you have in e-commerce.
One of the most common customer service issues with online stores is the lack of a plan. When a problem arises, everything is improvised, which usually causes the following errors:
Messages with no reply.
To avoid these kinds of problems, you need to create an action plan, because even if your store is small, don’t think that you don’t need to have a plan. Sooner or later, in such situations you can end up in poor management and you will lose a customer. You can avoid a lot of customer service questions from online stores – putting it right from the start.