E-commerce That Works - Customer Service
October 7, 2011
Customer Service, pleaaase.
While shopping online is much more practical than going to the store, it has some disadvantages. In a store you can see and touch the product you are about to purchase, and you can always talk to and get help from a sales person. If you want to build a reputation online, your online customer service must stand out.
Send a confirmation email
Your customers must receive a confirmation email in the seconds after placing an order with you. The email must contain the order details (order number, order line details) and recap your shipping and return policies, so that your customer knows what to expect.
Answer all questions – Fast
A recent study shows that only 30% of questions are answered within 6 hours, and that 15% are never answered. A good way to stand out from your competition is to answer the questions you receive as soon as possible.
Publishing FAQ pages is an easy way to proactively answer those questions. It helps build the trust of all your visitors too. And, if you have enough traffic on your website, you might be able to build a community around your products with a forum.
You must ship the products as soon as their payment is received. In case of problem (item out of stock), you must be proactive and inform your customers as soon as possible, giving them as much details as possible about expected delays, and/or by offering a replacement product or even a refund for the missing items.
Generous return policy
Surprising your customers with a generous and flexible return policy is your best bet at trying to win their business again. Make them unhappy and they will never come back, your competition is one click away, not 20 miles away.
Same page in French.