Any business that does not prioritize customer service is doomed to failure. Quality products, prestigious brand image, and a good advertisement campaign are wasted if not matched with quality and devoted customer service.
In the world of e-commerce, a satisfied customer is a loyal customer. This customer will buy repeatedly and frequently. Furthermore, satisfied customers can recommend products to their contacts, improving the company’s sales and reputation.
To have satisfied customers, it is necessary to review all processes and activities of the different departments that make up the company (marketing, customer service, production). Then, the company must implement a strategy in which customers are the protagonists. This also applies to online sales.
A good way to know the level of customer satisfaction is to establish several indicators. These include distribution, the degree of response by email, SEO, and SEM positioning, as well as the website’s functionality.
Product Information
It is essential to have a detailed file with information about the product or service in question. Lack of information can generate uncertainty in public. The absence of substantial data will make customers look to other websites in which to make their online purchases. Therefore, accurate data can help attract customers. Thus, it is incredibly important to include product photographs, technical data, instructions on how to use the products, product safety regulations, and reviews from other customers.
Let us not forget the price. This should be clearly stated, indicating the corresponding sales taxes and the amount of shipping costs. Likewise, it is important to display the store’s logo so as not to mislead potential buyers. Taking these steps will ensure a well-presented, accurate information, but not so abundant that it overwhelms the customer.
A very important detail is to give visibility to the shopping cart icon. It is crucial that it is always available, as it facilitates the transaction. We recommend placing the icon in the upper right-hand corner.
Communication with clients
Along with offering a good advertisement campaign to publicize the product, marketing staff should also focus on maintaining a good communication policy with their customers. This should facilitate feedback between the company and the buyers.
Obviously, it’s always nice to get positive feedback. In fact, the aspects that the clients indicate favorably should be promoted. However, it is also essential to consider those negative aspects, which can help correct errors and stay one step ahead of the main competitors.
For there to be true feedback, communication with the client is necessary. Possible options to obtain information about customers’ degree of satisfaction include sending surveys, contacting the customer directly by email, telephone calls from the customer service department, and the resolution of doubts and objections through social networks and forums.
When considering the communication process between the company and its clients, it is important to prioritize keeping reviews active. These comments and their corresponding evaluations help future customers to form a first opinion. Having good reviews will encourage potential customers to try the product. A good way to gain reviews is to ask the customer to leave their ratings and comments regarding the purchase.
Differentiation through small details
They say that details make the difference, and this is also the case in e-commerce. Offering small gifts, discounts, offers, and free shipping costs can be details highly valued by the public and differentiate a company from its competitors.
The way questions are answered, thank you emails, or customer compensation for mistakes or bad experiences also help strengthen relationships.
Another option to consider may be the establishment of a 24-hour customer service line. Also, a complimentary after-sales service or a correct and respectful resolution of doubts can help to attract and maintain customers for life.
All in all, detailed product information combined with capturing marketing campaigns, a functional website, and excellent customer service are essential when it comes to improving the company’s reputation and building customer loyalty in the competitive world of e-commerce.
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