Customer service is important with your online interactions. Whether you use your own ecommerce site, Shopify, Amazon, or eBay – the same attention to customers applies. Buyers rate their satisfaction with sellers, and your rating can make a difference on whether potential customers are willing to buy from you.
Pre-Sale Customer Service
Customer service strategies online start by providing an accurate product description. Displaying clear pictures and describing any imperfection shows the buyer what to expect. Take a customer-centric perspective. It’s much better for ecommerce customer satisfaction if the buyer receives a product in better shape than he expected. Never oversell and later disappoint your customer.
Post-Sale Customer Service
Ecommerce customer service strategies include acknowledgement of the orderd and prompt shipping information. Use an automated response to let the buyer know you have received his order. Then acknowledge payment quickly. Ship immediately, and inform the customer when the product has shipped. Customer service strategies include providing a tracking link to the product whenever possible.
Some ecommerce sellers offer free shipping as a customer service strategy. If you charge for shipping, don’t charge much above shipping costs. Customers notice the postage cost and will likely complain if the shipping and handling is several dollars over. They understand the cost of materials, but they don’t want to pay for your time to package the product.
Customer Service After Delivery
Customer service stategies online should always include a return policy. It is worth it to accept returns any time a customer asks. You can probably resell the item. Additionally, receiving good online reviews and ratings is worth the cost and hassle.
Online customer service strategies are not any different than traditional stores. Make sure the product is as good as you say it is. Don’t inflate shipping and handling. Ship quickly. And have a liberal return policy. This is the way to achieve high customer service ratings.