It can’t be denied that we’re living in the age of online shopping. Regardless of what you wish to purchase, odds are it can be found with a few simple clicks. While shopping on the web provides copious consumer amenities, many online businesses fall short in the customer service department. This isn’t to say that brick-and-mortar retailers have a spotless track record when it comes to customer service, but it’s generally more difficult to mistreat someone if they’re standing right in front of you. Online businesses looking to step up their customer service and earn the trust of their patrons can benefit from the following pointers.
- Don’t Make Customers Wait for Replies
It’s easy to ignore someone when they aren’t standing right in front of you. As such, it’s easy to see why so many online businesses regularly put answering emails on the backburner. Sure, customers aren’t going to appreciate being ignored, but given how far away they are, there’s simply no sense of urgency. While it’s easy to fall into this type of mindset, it can ultimately prove disastrous for the long-term health of your business. With this in mind, make a point of answering all customer queries within 24 hours of receiving them. If you’ve grown accustomed to answering queries at your own pace, this may be a bit of an adjustment, but your patrons are sure to appreciate feeling heard.
- Take Shipping Seriously
The age of online shopping is also the age of instant gratification. That being the case, many online consumers expect to receive their purchases ASAP. To satisfy this desire, your business should send out orders immediately after payments are processed. However, timeliness isn’t the only factor to consider when shipping merchandise. You’ll also need to take an item’s safety into account. For example, when shipping large or delicate equipment, you’ll need to ensure that ample insulation and cushioning is in place. Additionally, cutting-edge vibration monitoring tools can prove useful to businesses that deal in large machinery.
- Be Mindful of the Language You Use
As anyone who’s worked in customer service can attest, there’s a world of difference between interacting with someone in person and communicating with them via email. Certain phrases and word choices that would sound perfectly fine in person can come off as curt or dismissive in written form. This is why it pays to put genuine thought into every communication you have with customers. In addition to conveying a prevalent sense of gratitude, every response you send out should contain language that sounds polite and refined in your chosen format.
While there’s still a place for traditional brick-and-mortar retailers, a rapidly increasing percentage of consumers are now doing the bulk of their shopping online. There’s no denying that online shopping is easy and convenient, but if there’s one area in which it consistently online marketplaces falls flat, its customer service. Not having to interact with patrons face-to-face makes some businesses more willing to mistreat their customers, thereby driving away their most valuable resource. To ensure that this fate doesn’t befall your enterprise, take care to put the previously discussed tips to good use.
