There’s a lot that goes on in an e-commerce business. You may have a company as big as Amazon or yours may be more local and with a smaller range of products. No matter the size of the business and clientele, it’s important to offer great service from start to finish.
Keep customers returning by fine-tuning these parts of operation:
There’s a lot riding on your website. It may be the only way for customers to transact with you. It’s where they see the products you offer, add items onto a cart, and checkout. That means if it’s down or consistently slow, customers need to spend too much time waiting. And customers don’t like that. What they want is a smooth transaction–and a secure one–that they can complete in minutes. You may know how to set up a website if it’s just full of text, but once images, prices, and filters are needed, it’s best to find experts to help with designing it. You also want to choose an effective call to action for each product.
Time of Delivery
Your website is now fast enough that transactions are completed in a breeze. Don’t rest easy just yet. You still need to deliver those items to the buyer. As soon as you receive notification of a new purchase and you’ve received payment, the delivery process should start. The delivery time is often included on your website; if you promise to deliver in three days, do it by then or do it faster.
Unless there’s a forgivable explanation for the delay, you should proceed according to schedule. To make this happen, always check that the inventory is updated so you will not encounter an instance when you’ve sold an item you don’t have in stock anymore. It may be time to admit there are truck driving job openings that need to be filled in your company, especially if the cause of the delay is your drivers having to go out of their usual route to deliver the order.
What if the website doesn’t display enough information for a customer to decide right away? What if another customer’s item is due but haven’t reached their hands yet? More importantly, what if there are returns? For immediate concerns like this, your company should not pretend like it’s not seeing the problems. Even if you can’t magically make the issue go away, you’re more likely to be forgiven if you apologize and promise to do your best to resolve the matter.
You’ll want to have respectful people handling customer service, as some customers might feel impatient while waiting for their problem to be resolved. It wouldn’t be wise for the business to fight fire with fire, especially if it’s something happening online for everyone to see. It’s hardly taking care of customers if you enrage them rather than try to empathize with their pain point.
Any business will not survive without clients. Tighten the quality of service you provide from start to finish, so you won’t keep losing customers.