Website Marketing and Search engine optimization is perfect for bringing people to your website, but how will you keep them loyal once they’ve found you? Customer service is just as vital for internet businesses as it is for traditional ‘bricks and mortar’ establishments. In some respects it’s even more essential, because you lose that ‘face-to-face’ contact that is so important in human interaction. Trust is exceedingly important, if you can’t retain trust then you are doing something wrong.
For eCommerce sites, it is essential that you remain transparent, and, if at all you can’t fulfill an order the you have to tell your customer. For example, I got a teapot for my sister and her husband for wedding present. I purchased said teapot from a well established and timeless brand. I arranged for your teapot to get delivered at my sister’s address because i must admit to running out of period in the lead as much as the wedding ceremony, therefore i thought, that’s fine, I’ll get it sent to their address, to come after their honeymoon.
The delivery dates were stated within the purchase confirmation email, plus it all appeared to fit in perfectly with the happy couple’s return. ‘Great’ I was thinking, ‘this all fits in perfectly’. Unfortunately, 6 weeks on, my sister and her husband remain awaiting their teapot. I might not mind if I’d heard through the company explaining that this teapot was out of stock, or there had been a mess up within the order or delivery, but despite repeated email correspondence from myself they may have remained dumb. I am going to never purchase from them again.
When you invest lots of money and time into drawing visitors to your site it really is crucial for you to do your level best to ensure they are faithful to you. After-all, coming from a customers’ perspective it’s far easier to open a previously bookmarked website and purchase right from somewhere known and definately will honour your purchase, deliver punctually, or if necessary, help you stay informed if things go wrong.
The offending brand has sent me repeated emails marketing their summer sale – and whilst I can appreciate that my email address has just been put into a list, it has still proved incredibly annoying (and serves as a reminder about how they’ve messed me about and treated me, their customer, very poorly). E-mail marketing is extremely, quite effective if the sender delivers something useful or value to the recipient. If you’ve screwed the order (as I suspect to get been the case in this situation), it just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Support. The easiest method to remain in online businesses for your long term is to never forget the ‘Golden Rules of Customer Service’
1. The consumer is definitely Right
I worked in retail and catering being a summer job once i was a teenager and when a consumer made a complaint, even whenever they were being totally out of order, my boss always said to me ‘the customer is always right’. Listen to them, find out what their issue is. Let them know you take them seriously, it’s important to regain their trust. They may be far more likely to forgive human error should they know it’s just an error, in the end nobody is perfect and the majority of people are reasonable.
2. Solve their Problems
If a customer has a problem, whatever it is, do your level better to solve it. Don’t make sure they are do all the work, if it’s from your remit to solve the issue yourself, pass it onto the relevant person inside your establishment and get a solution to adopt back to the customer.
3. Terms and Conditions
Keep these short and sweet. It’s factual that not many people read them, but also for the few who do, ensure it’s legible and to the point. The particular last thing you should do is defined your potential customers off from making their purchase.
4. Know your products or services
If you don’t know your services or products very well, then the probability is your customer will go elsewhere. It’s important that your particular staff are trained well in order to answer any queries that the possible client may throw the right path.
5. Customer Care
This is really important. Your customer will appreciate you finding the time to question should they be happy. Also, without asking your customers when they are happy with their purchase then you definitely will never know if you need to xfryov any improvements. This is a great way of making more sales. Customer surveys are very powerful selling tools, you can use them to show your ‘trustworthiness’.
So keep in mind that when the objective of your internet marketing or SEO campaign is to improve sales and gain new business, then you certainly must look very closely at your customer service, and ensure it it top notch.