Internet Marketing and Search engine optimization is ideal for bringing people to your site, but how will you keep them loyal once they have found you? Customer support is just as important for online businesses as it is for traditional ‘bricks and mortar’ establishments. In certain respects it’s even more essential, since 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 crucial that you simply remain transparent, and, if for any reason you can’t fulfill an order the you must tell your customer. For example, I bought a teapot for my sister and her husband for their wedding present. I purchased said teapot from a well established and timeless brand. I arranged for that teapot to be delivered at my sister’s address because i must admit to not having enough time in the lead up to the wedding, and so i thought, that’s fine, I’ll have it sent to their address, to come after their honeymoon.
The delivery dates were stated inside the purchase confirmation email, and it all seemed to fit in perfectly using the happy couple’s return. ‘Great’ I was thinking, ‘this all suits perfectly’. Unfortunately, 6 weeks on, my sister and her husband remain awaiting their teapot. I might not mind if I’d heard from your company explaining the 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 am going to never buy from them again.
Once you invest a lot of money and time into drawing visitors to your site it is imperative that you do your level best to keep them loyal to you. After-all, coming from a customers’ perspective it’s far easier to start a previously bookmarked website and purchase directly from somewhere known and definately will honour your purchase, deliver promptly, or maybe 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 included in a list, it has still proved incredibly annoying (and functions as a reminder regarding how they’ve messed me about and treated me, their customer, very poorly). Email marketing is extremely, very effective once the sender delivers something of usage or value for the recipient. If you’ve screwed up the order (because i suspect to get been the case in this instance), this just makes your unhappy customer even more disgruntled.
The Golden Rules of Customer Care. The simplest way to remain in online businesses for your long term is always to remember the ‘Golden Rules of Customer Service’
1. The client is Always Right
I worked in retail and catering as being a summer job when I had been a teenager and when a client created a complaint, even when they were being totally away from order, my boss always believed to me ‘the customer is usually right’. Pay attention to them, discover what their issue is. Let them know you take them seriously, it’s important to regain their trust. They are far very likely to forgive human error if they know it’s just an oversight, in the end nobody is ideal and many people are reasonable.
2. Solve their Problems
If a customer has a problem, anything, do your level better to solve it. Don’t get them to do all of the work, if it’s out of your remit to solve the situation yourself, pass it onto the relevant person in your establishment and try and get an answer to adopt back to the customer.
3. Conditions and terms
Keep these short and sweet. It’s correct that not many people read them, but for the few that do, make sure it’s legible as well as the point. The particular last thing you want to do is defined your potential prospects off from making their purchase.
4. Know your products or services
Should you don’t know your goods and services very well, then the probability is your customer goes elsewhere. It’s really important that your staff are trained well in order to respond to questions which a potential customer may throw your way.
5. Customer Care
This really is important. Your customer will appreciate you finding the time to ask if they are happy. Also, without asking your customers if they are happy with their purchase then you definitely will never know if you want to xfryov any improvements. This is an excellent way of producing more sales. Customer surveys are very powerful selling tools, you can make use of them to show your ‘trustworthiness’.
So keep in mind that in case the aim of your web marketing or SEO campaign is to improve sales and gain new clients, then you certainly must look very closely at your customer service, and be sure it it top notch.