Internet Marketing and Search engine optimization is perfect for bringing customers to your site, but how do you have them loyal once they’ve found you? Customer support is just as vital for online 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 which is essential in human interaction. Trust is incredibly important, if you cannot retain trust then you are doing something wrong.
For eCommerce sites, it is essential which you remain transparent, and, if for any reason you can’t fulfill an order the you must inform your customer. As an example, I bought a teapot for my sister and her husband for wedding present. I purchased said teapot coming from a well established and timeless brand. I arranged for the teapot to be delivered at my sister’s address when i must admit to running out of time in the lead as much as the marriage, and so i thought, that’s fine, I’ll obtain it delivered to their address, to arrive after their honeymoon.
The delivery dates were stated within the purchase confirmation email, plus it all appeared to easily fit in perfectly with all the happy couple’s return. ‘Great’ I figured, ‘this all suits perfectly’. Unfortunately, six or seven weeks on, my sister and her husband are still waiting for their teapot. I would personally not mind if I’d heard from your company explaining that this teapot was away from stock, or there have been a mess up inside the order or delivery, but despite repeated email correspondence from myself they have got remained dumb. I will never purchase from them again.
Once you invest lots of money and time into drawing visitors to your web site it is actually vital that you do your level best to ensure they are faithful to you. After-all, from the customers’ perspective it’s far simpler to start a previously bookmarked website and buy directly from somewhere known and can honour your purchase, deliver punctually, or if necessary, 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 email address has just been included in an inventory, this has still proved incredibly annoying (and works as a reminder about how they’ve messed me about and treated me, their customer, very poorly). E-mail marketing is very, quite effective once the sender delivers something of use or value towards the recipient. If you’ve screwed the order (when i suspect to get been the case in this instance), this just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Service. The easiest method to remain in web based business for your long term is always to never forget the ‘Golden Rules of Customer Service’
1. The client is usually Right
I worked in retail and catering as a summer job after i was actually a teenager and if a customer produced a complaint, even when they were being totally away from order, my boss always thought to me ‘the customer is definitely right’. Listen to them, learn what their issue is. Let them know you take them seriously, it’s important to regain their trust. They may be far more prone to forgive human error should they know it’s just a mistake, all things considered nobody is ideal and many people are reasonable.
2. Solve their Problems
If a customer includes 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 away from your remit to fix the problem yourself, pass it onto the relevant person within your establishment and make sure you get an answer to adopt back towards the customer.
3. Terms and Conditions
Keep these short and sweet. It’s correct that not many people read them, but also for the few which do, make sure it’s legible and to the point. The last thing you want to do is defined your potential customers off from making their purchase.
4. Know your product or service
If you don’t know your goods and services very well, then the probability is your customer will go elsewhere. It’s important that your particular staff are trained well in order to respond to questions that a possible client may throw the right path.
5. Customer Satisfaction
This really is important. Your customer will appreciate you finding the time to question should they be happy. Also, without asking your prospects when they are satisfied with their purchase then you will never know if you need to xfryov any improvements. This can be an excellent way of producing more sales. Customer surveys are really powerful selling tools, you can utilize them to show your ‘trustworthiness’.
So keep in mind that if the objective of your online marketing or SEO campaign is to improve sales and gain new business, then you must look very closely at your customer care, and make sure it it top notch.