There are so many things that may have an impact on how a brand is perceived in the market. One of the main things in this regard is the way in which it responds to customers who are unhappy with their products or services and thus have complaints. Customer service has always been a major component of creating brand loyalty. In fact, it was customer service that helped companies such as Zappos and Nordstrom’s to do well in the long run. These days, people have more power to let others know what is going on with their lives with the proliferation of social media in specific and internet in general. In such a scenario it has become even more critical for these companies to provide the kind of service that people want. There is just no room for error anymore.
The ways in a nutshell
There are some things that you need to do in order to make sure that as an ecommerce entity you are not making any mistakes at all. They may be enumerated as below:
Making sure that you are absolutely efficient
Making use of codes and numbers
Point no. 1
As an ecommerce service provider you need to make sure that you are absolutely efficient yourself. Otherwise you will not be able to provide the kind of error free service that you need to do in order to maintain a positive brand reputation. At the same time it is also important that you are able to show your efficiency at the right place and time. If you are selling products and services on the web marketplace you need to dispatch your orders at the right time. Every later stage of delivery that follows this one depends on the marketplace.
There are certain things that need to be done in this regard – maintaining an inventory and proper packaging. Your logistical work as an ecommerce seller starts with a proper maintenance of your stock as well as latest updated records regarding the same. This is why you need to view your sales reports properly anerrord thus identify the kind of sales that you are likely to get in a month. Once you are sure that you have enough to meet the demand you need to focus on processing your orders. You need to make sure that you are aware of the orders that are coming to you.
Now, if you are active across several markets it could get really tricky to keep track of the orders and this could mean more chances of delays. However, thankfully enough, ecommerce has gone to a point where it is possible for people to keep track of all their orders at once. There are plenty of companies these days that have created specialized software that permits ecommerce owners to do all this and so much more as well. With such technology at your disposal you get the edge that you need in your business since you can complete all your important work in a lot less time and in business time gained is money earned.
Packaging is also an important part of ecommerce. You need to determine what kind and how much packaging you need in case of a product. Now, no two products can – and should – be packaged the same way. However, these days most products have a standard size and as such packaging them properly should not be a headache really. In case of fragile items such as glassware your packaging needs to be safe and you need to include specific directions as well. This is not something that you need in case of items such as clothes.
For any online store or ecommerce business to succeed, it needs to have a well developed customer support system in order to make sure that the needs of customers are perfectly taken care of. The thing with online stores is that customers hardly get the opportunity to get any human interaction. Therefore they need to get as much efficient customer support as possible in order to feel that they are spending their money on a reliable product or service provider. With effective customer support, it is also possible to boost sales and ensure greater customer engagement that can lead to long term rewarding relationships with the customers.
By providing on time and high quality customer support, the online store owner company can promote their enterprise as a prominent brand. An excellent strategic method to fulfill the needs of all customers is to arrange for multi channel customer support systems. This helps to manage all kinds of customer related queries about the business. The business owners need to make use of social media, email, phones, chat as well as a number of other platforms for attaining this goal. Most online business owners nowadays focus on providing their customers with a great experience when they decide to get in touch with them. This is done to encourage the customer to make further purchases and be contended with the products and services that they have to offer.
Email support: One of the most important forms of customer communication is through the email. An online business owner should provide his or her email address to the customers where they can send queries or report about their grievances relating to any product or services. There are many apps and email clients that can help in managing bulk quantities of ecommerce emails in an organized manner. Not only they can help a business owner to send replies to all in time but also close down emails once they are done with them in order to maintain the inbox in an organized manner. The ecommerce store owner can also use the email for providing information about new products or special deals.
Social media: With more people nowadays using the social media than ever before, ecommerce firms that are not paying special attention to their social media profiles should get started with the act as it can greatly boost their sales. Customers often choose to interact with the ecommerce store owners through their social media platforms such as Twitter and FaceBook. Therefore it is necessary that the business owners put special importance on answering to such queries put forward through social media since it makes the customers feel special and cared for.
Live chat: This is a lightweight and easy to use communication system that is fast becoming popular with many ecommerce business owners. A chat application allows the customers to get in touch with the store customer support team in real time and get any kind of doubts clarified at the shortest possible time. The non-voice element of live chat allows customers to use this feature without stopping their music. They can also avoid waiting for a customer support agent to answer, something that is often the case with live phone calls.
Phone calls: While this is one of the oldest forms of customer support, it still remains to hold its importance as many people feel comfortable when they can actually get to hear a human voice. There are many programs or applications that an ecommerce business owner can use in order to carry out large number of phone calls and receive inbound calls with very little expenditure. The phone calls get to provide customers with a more intimate and personalized customer support experience.