There’s often a long process for a business before they even make a product sale – developing your product or service, branding, creating an online shop, marketing. But it’s important that you don’t overlook your customer care service too.
Studies show that 35% of people would stop doing business with a company if they received bad customer service and 68% would tell their friends and family about it, or share their experience on social media.
So, this shows that providing an excellent customer service is vital to staying competitive in e-commerce. Here are three ways that your business can improve your customer service offer.
Invest in a CRM System
The same study above looks at the tipping point for customers and 42% of their respondents said that the most frustrating experience is having to speak to multiple people and explaining their issue every time.
There’s a simple solution to this – investing in a customer relationship management (CRM) system. It stores all your customer information and employees can add notes which detail when they were last contacted and the outcome of the conversation. It ensures that every employee has access to the records so that customers don’t have to start over again each time they speak to a new person.
Utilise Social Media
Gone are the days of waiting on hold on a customer service phoneline. Companies are more accessible than ever now, and customers will often take to social media to voice their complaints to their followers, as well as tagging the company directly.
Make sure your business is visible online with staffed social media accounts, especially Facebook and Twitter. So, if there are any queries or complaints from your customers, you can respond and try to resolve them almost immediately.
Aftersales is a very important part of your customer service offer. Don’t fall at the last hurdle with your delivery services. 51% of people have abandoned potential purchases because they were offered a poor choice of delivery options.
Make sure your business offers a range of delivery options, including same day delivery, next day delivery or one-to-two day courier services, like those offered by My Parcel Delivery. Providing a range of options at different prices can give your business the competitive edge and your customers will be more likely to continue using your services.
Follow our three easy tips to make sure you provide the best possible service for your customers, whether it comes to giving them suitable delivery options, or responding to their queries and complaints in a timely manner. This way, you can build a sense of trust with your customers and they will be more likely to stay loyal to your business.