As a small business, it is important that you give your customers the best experience possible. You need to make sure that they are completely satisfied with the service you have been given, and to do this, there are a few expectations you need to meet.
Nowadays, customers need to have flexible delivery options. They also require a high level of convenience, meaning that they can get their goods delivered at a time that suits them. If you want to meet this need then you need to offer a range of delivery options. Sure, you might offer free standard delivery and you may think that this is enough, but customers are often willing to pay more if it means getting their item sooner. If you are not offering next day delivery at a minimum, then you risk losing sales. If possible, you should also be offering next day by 1pm and click and collect as well. If you are worried about offering services like this then there are so many courier services for you to choose from, and if you opt for a reliable provider then they will make sure that your package is delivered on time. Logistics play a huge part in delivery expectations so it is super important that you don’t neglect the communication process with your customers. Make sure that your buyers are kept up to date with where their parcels are by providing them with tracking information. You also need to try and offer guest check-out options on your page, so your customers don’t have to create an account when they buy from you. You can then ask them to sign up so that they can track their item, and this is a fantastic way for you to increase your conversion rate. If you are struggling to keep up with your sales, then sales management tools are great for that.
Online shopping gives customers a huge range of advantages. They have 24/7 access to any product and they also have thousands of providers to choose from. If you want to help your customers then you need to make sure that you are providing them with accurate product descriptions so that they can make an informed decision. This will save you a lot of time and hassle, and it will also significantly lower your chances of having to offer a refund. It’s also recommended that you include as much information as possible in your descriptions as well, such as the material the product is made from and even the texture/sizing. The more images you can provide, the happier your customers will be as well. Think about taking photos at multiple angles, or invest in a 360-degree software.
There is absolutely no denying that overselling is a huge problem for a ton of businesses. It is also very frustrating for the customer as well. For this reason, you have to make sure that your listings are in-stock as much as possible. The best way for you to make this happen would be for you to use inventory management solutions. This works by integrating your sales channels together and it also synchronises your stock. This is all done in real-time and when you do happen to make a sale, the system updates. You can update your stock levels manually, but this will take a lot of time and it may even be a hassle overall. You also run the risk of selling the same product on two different channels, which can be very confusing, and it would also make it nearly impossible to avoid overselling. It also helps to provide the stock level of that item on the product page as well. This helps to reassure the buyer that you have their size and that you can get it to them on time. It also helps to notify your customer if you have low stock of that item as well, as this will encourage them to buy from you.
When it comes to business, your reputation really is everything. The quality of your customer service you provide will make or break your brand, and one of the biggest challenges that people face is being able to respond to customer queries in a reasonable manner. If you want to reduce your customer response time then you need to create a template for common problems. This can include information on cancellations, returns and refunds. Social media is also a fantastic way for you to provide your customers with a great level of support. You get the chance to listen to what is being said about your brand online and you can also answer your customer’s questions directly as well. You can ask them what problems they are having and deal with them in an efficient manner. When your customers see how quickly you are able to answer their queries, this will cause a ripple effect and more people will come to your company as a result. This can be great for your brand, but if you are not able to keep up then you will be showcasing this to the world so make sure that you are able to handle the work before you do offer social media support.
After-sales is another element of customer service. It is something that so many companies fail at as well. The fact is, the after-sales period is the best time for you to show your customers that you are always willing to go the extra mile to meet their requirements. It also helps you to provide them with a personal message and you can even give them a discount after they have made their purchase as well. This doesn’t take long to do but it can make the world of difference to your customers and the way that they feel about your company. Feedback is another fantastic way for you to show your customers how much you care, so send them a form in their email after they have bought from you and show them that you are willing to listen and improve.