Website Marketing and Search engine optimization is perfect for bringing people to your site, but how do you have them loyal once they have found you? Customer service is just as important for online businesses as it is for traditional ‘bricks and mortar’ establishments. In a few respects it’s even more essential, simply because you lose that ‘face-to-face’ contact that is essential in human interaction. Trust is exceedingly important, if you cannot retain trust then you are doing something wrong.
For eCommerce sites, it is crucial which you remain transparent, and, if at all you can’t fulfill an order the you must tell your customer. For instance, I bought a teapot for my sister and her husband for his or her wedding present. I purchased said teapot coming from a well established and timeless brand. I arranged for that teapot to get delivered at my sister’s address as I must admit to not having enough period in the lead up to the wedding, and so i thought, that’s fine, I’ll obtain it sent to their address, to arrive after their honeymoon.
The delivery dates were stated within the purchase confirmation email, and it all seemed to easily fit into perfectly using the happy couple’s return. ‘Great’ I thought, ‘this all fits in perfectly’. Unfortunately, six or seven weeks on, my sister and her husband remain awaiting their teapot. I would personally not mind if I’d heard from your company explaining that the teapot was away from stock, or there have been a mess up within the order or delivery, but despite repeated email correspondence from myself they have got remained dumb. I am going to never buy from them again.
Once you invest a lot of cash and time into drawing visitors to your website it is actually imperative that you do your level best to ensure they are faithful to you. After-all, from a customers’ perspective it’s much easier to start a previously bookmarked website and purchase straight from somewhere known and definately will honour your purchase, deliver on time, or if necessary, keep you informed if things fail.
The offending brand has sent me repeated emails marketing their summer sale – and whilst I can appreciate that my email address has just been included in a listing, this has still proved incredibly annoying (and serves as a reminder about how they’ve messed me about and treated me, their customer, very poorly). Email marketing is very, quite effective if the sender delivers something of usage or value for the recipient. If you’ve screwed the order (because i suspect to get been the case in cases like this), this just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Service. The simplest way to remain in web based business for the long term would be to remember the ‘Golden Rules of Customer Service’
1. The consumer is usually Right
I worked in retail and catering as a summer job after i was a teenager and if a consumer produced a complaint, even when they were being totally away from order, my boss always thought to me ‘the customer is definitely right’. Listen to them, find out what their issue is. Let them know you are taking them seriously, it’s important to regain their trust. These are far very likely to forgive human error if they know it’s just an oversight, in the end nobody is ideal and many people are reasonable.
2. Solve their Problems
In case a customer features a problem, anything, do your level advisable to solve it. Don’t get them to do all of the work, if it’s away from your remit to resolve the issue yourself, pass it onto the relevant person within your establishment and try and get an answer to consider back for the customer.
3. Terms and Conditions
Keep these short and sweet. It’s correct that only a few people read them, but also for the few which do, make certain it’s legible and to the point. The last thing you want to do is put your potential prospects off from making their purchase.
4. Know your products
Should you don’t know your goods and services very well, then the chances are your customer should go elsewhere. It’s vital that the staff are trained well in order to respond to any questions that a potential consumer may throw the right path.
5. Customer Care
This is really important. Your customer will appreciate you finding the time to inquire about when they are happy. Also, without asking your prospects should they be satisfied with their purchase then you will never know if you need to xfryov any improvements. This is also an excellent way of producing more sales. Customer surveys are really powerful selling tools, you can utilize them to show your ‘trustworthiness’.
So stay in mind that when the goal of your internet marketing or SEO campaign would be to improve sales and gain new business, then you must look very closely in your customer service, and ensure it it top notch.