Website Marketing and SEO is perfect for bringing customers to your site, but how will you keep them loyal once they’ve found you?
Customer service is just as important for online businesses as it is for traditional ‘bricks and mortar’ establishments. In some respects it’s much more essential, simply because you lose that ‘face-to-face’ contact that is very important in human interaction. Trust is incredibly important, if you can’t retain trust then you are carrying out a problem.
For eCommerce sites, it is crucial which you remain transparent, and, if for any excuse you can’t fulfill your order the you have to inform your customer. As an example, I got a teapot for my sister and her husband for their wedding present. I purchased said teapot from the 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 amount of time in the lead approximately the wedding ceremony, therefore i thought, that’s fine, I’ll get it shipped to their address, to reach after their honeymoon.
The delivery dates were stated within the purchase confirmation email, plus it all appeared to easily fit into perfectly with the happy couple’s return. ‘Great’ I figured, ‘this all suits perfectly’. Unfortunately, 6 weeks on, my sister and her husband continue to be waiting for their teapot. I might not mind if I’d heard from your company explaining that this teapot was from stock, or there was a mess up in the order or delivery, but despite repeated email correspondence from myself they have remained dumb. I am going to never order from them again.
When you invest a lot of cash and time into drawing targeted traffic to your website it is actually imperative that you do your level best to keep them loyal to you. After-all, coming from a customers’ perspective it’s far simpler to open up a previously bookmarked website and purchase straight from somewhere known and will honour your purchase, deliver promptly, or if perhaps necessary, help keep you informed if things go awry.
The offending brand has sent me repeated emails marketing their summer sale – and whilst I can appreciate that my e-mail address recently been put into a listing, it has still proved incredibly annoying (and serves as a reminder about how exactly they’ve messed me about and treated me, their customer, very poorly). Email marketing is extremely, quite effective if the sender delivers something of use or value for the recipient. If you’ve screwed in the order (when 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 Support. The simplest way to stay in web based business for the long term is always to remember the ‘Golden Rules of Customer Service’
1. The consumer is definitely Right
I worked in retail and catering being a summer job after i had been a teenager and in case a customer made a complaint, even though these were being totally away from order, my boss always thought to me ‘the customer is usually right’. Tune in to them, learn what their concern is. Tell them you are taking them seriously, it’s essential to regain their trust. They are far more prone to forgive human error if they know it’s simply a mistake, all things considered nobody is ideal and most people are reasonable.
2. Solve their Problems
In case a customer includes a problem, anything, do your level advisable to solve it. Don’t make sure they are do all the work, if it’s away from your remit to fix the problem yourself, pass it to the relevant person inside your establishment and make sure you get a response to consider returning to the client.
3. Conditions and terms
Keep these short and sweet. It’s correct that not many people read them, but for the few which do, make certain it’s legible and to the level. The particular last thing you want to do is put your prospective customers off from making their purchase.
4. Know your product or service
If you don’t know your services or products perfectly, then the chances are your customer will go elsewhere. It’s important that your particular staff are trained well to be able to answer questions which a possible client may throw your way.
5. Client Satisfaction
This really is important. Your customer will appreciate you finding the time to question when they are happy. Also, without asking your clients when they are pleased with their purchase then you certainly will never know if you want to ylrwir any improvements. This is also an excellent way of making more sales. Customer surveys are really powerful selling tools, you can use them to show your ‘trustworthiness’.
So remember that if the objective of your internet marketing or SEO campaign is always to improve sales and gain new clients, then you definitely must look very closely in your customer support, and ensure it it first class.