As an online business owner you know that customer reviews can either make or break your business.
Did you know that you could ensure that your customers give you rave reviews?
By providing exceptional customer service.
Outstanding customer service is one of the most crucial components of building a successful online business. From the time they make the purchase (or their first inquiry) and until they get their watchamazoo, your clients need to be extremely well taken care of.
Sure, it’s not easy. But the investment in time and effort can surely pay off, if you do it right.
In this post, I’m going to give you some tips that will help you improve your customer service to help keep your clients coming back.
You’re never too small to worry about customer service
Customer service begins with your very first client and can pave the way to customer satisfaction. It is so important because happy customers build your business and your brand and because the profitability and sustainability of your business will be difficult to achieve without their satisfaction.
So what can you, as an online seller, do to provide excellent customer service?
Quality is more important than speedy delivery
Let’s put it this way. A low or medium quality item delivered quickly will not impress your clients. That’s not what they want.
Of course you should do your best to send orders out as quickly as possible - within 24 hours if possible. But if it’s not possible, don’t sweat it. Just contact the buyer and tell them what’s holding up their order.
As long as the product you’re sending them is of the highest quality, they’ll appreciate the time that you took to get in touch with them and tell them about the delay. Consumers will prefer high quality over speedy delivery, every time.
Stand out from the Competition
It’s not enough to set yourself apart in your mind, you have to set yourself apart in the mind of your clients.
Standing behind your word and your obligations may seem obvious to you. But take nothing for granted. Let buyers know what they can expect. And then find a way to exceed those expectations, by doing more than you’ve obligated yourself to. Also, make sure that your buyers know how to reach you. There’s nothing more annoying (and unsettling) than making a purchase and not being able to contact the seller.
And when your buyers contact you, always be responsive and kind. Be attentive and provide a personal touch - - like gift wrapping their parcel or throwing in an extra gift.
Your level of business success depends on the level of your customers’ satisfaction
Providing exceptional customer service is a wonderful way of building rapport with your consumers and getting them to write reviews that will encourage others to do business with you. Outstanding customer service, though a much greater effort, will ultimately pay itself back in more customers and business.
I cannot stress enough that the success of your online business depends on the level of your customers’ satisfaction. Wow them and they’ll wow you back with great reviews and continued purchases.
Quality - If you can’t deliver a great product in a short amount of time. Deliver a great product in a longer amount of time. But don’t compromise on quality.
Integrity - Stand behind your word. If you promised something, deliver on it.
Expectations - Exceed expectations by giving more than you promised.
Your buyer should know what channels your available to be reached through. Examples include: phone, e-mail, your website, social media
Be attentive and do your best to answer your clients needs swiftly and professionally.
Salesforce - is a great tool to help your build strong customer relationships through interactive features.
Auctiva - is a nifty tool that will let you choose from hundreds of free auction templates.
Shipstation - is an awesome tool that helps you retrieve and manage your orders, print labels and pack slips.
Written by Liat Behr
Liat is a content wordsmith at WiseStamp and copywriter at Ink of Imagination. She delights in creating and sharing valuable tips and helping businesses craft effective content.
When she’s not writing content, she can be found in the world of fiction, embarking on adventures with her characters.