subject: Customer Service Quick Tips [print this page] Online retail is a major market forceOnline retail is a major market force. More people are transitioning to online shopping as the recession forces them to spend more cautiously. Plus, the convenience offered by online shopping, the discounts and deals offered by retailers online and the ability to compare prices and choose the best deal offered by various online shopping sites are very attractive.
However, one of the inhibitors of online shopping is the lack of contact with real people who can solve sales problems. According to experts, filling that gap by providing the best possible virtual customer service is the key to achieving online retail sales.
Successful retailers suggest these strategies for meeting those customer service expectations.
1. Interact more with customers to keep your site visible The sales volume depends entirely on your ability to keep visitors engaged when they visit your website. For example, you might include technological features that enable your purchasers visitors to customize their purchase, such as design your own jewelry. Customers might be provided the option of choosing the shape, colour and sizes of the gems and also choose the setting they prefer for their pendants, earrings and rings. This will make your website stand out among the competition and enhance customer loyalty.
2. Ensure your website features a Frequently Asked Questions section that answers all customer queries. Be sure to keep this section of your site updated every day. You can also include a live chat feature with a customer service representative as this will enhance confidence and trust among customers. If there is an enquiry over the phone, be sure that the person who answers the telephone is highly knowledgeable in the product or service you are marketing. They must be able to answer customers and clear their doubts by providing valuable and detailed information.
3. One of the most important aspects of successful customer service for the online retail shop is expertly managed delivery. It can be frustrating to order products online and wait for a delayed arrival. Be sure to let customers know the exact date of expected product delivery. Do not overpromise. Be sure to work out details with the courier service before committing to customers. Customers like sites that offer shipping alternatives they can choose. Their confidence in you will increase if you offer them the option to track purchases themselves.
4. The path to checkout should be simple and hassle free. Do not irritate prospective customers at this stage with pop up ads or survey information. Make the registration process as easy as possible. Once your customer has purchased, you might ask them to fill out a survey about their experience or create an account to make the next purchase experience even easier.
5. You can inspire loyalty by offering value added perks. For example, shipping discounts based on the amount of goods purchased or special deals for todays customers only.
Keeping these few tips in mind, it is possible to provide enhanced customer service for online retail shops and ensure they remain loyal for a long time to come.
