Unlike brick-and-mortar businesses, eCommerce establishments don’t have guaranteed physical interaction with their customers. Therefore, eCommerce businesses have to try and get the best out of the points of interaction they have with customers.
While online interactions are very efficient for delivering information, the possibility of misunderstandings and unclear communication is high. Poor communication can be very costly in eCommerce. It can lead to lost sales and the portrayal of an unprofessional image. Here are ideas for polishing up the communication between you and your customers.
Ask Your Customers for Feedback
When customers are satisfied or dissatisfied with a product, service, or shopping experience, they express that in the form of customer feedback. This information can be collected using different sorts of prompted surveys. Alternatively, you can provide shopping monitoring addons on your site that collect unprompted feedback from your customers. For instance, if you’re selling coffee, you can add a QR code to your custom coffee bags. Roast coffee aficionados can use the QR code to provide feedback on how they’d prefer their coffee and how to make the product even better.
You can create a qr code by using qr code generator to collect customers feedback. For instance, if you’re selling coffee, you can add a QR code to your custom coffee bags.
Positive feedback that shows customer satisfaction and loyalty is directly linked to financial performance. You can then expect more revenue, a higher market share, and fewer costs.
When you receive customer feedback by implementing ecommerce QR code, you can assess whether you’re meeting customer expectations. You can give customers rating-based questions, so you’ll know whether they’re happy. Customer post-purchase feedback can be used to craft better communication and efficient business operations.
Tip: You can send surveys and request audio responses using various platforms. This gives you better answers for better personalization in your implementation. Here’s where choosing the right ecommerce site builder proves critical. Elementor’s WooCommerce website builder enables users to create non-intrusive popup forms. These allow you to easily pick you customers’ brains and continuously improve.
Use Live Chat
Live chat is vital for exceptional customer support and establishing good comm channels. Statistics assert that 95% of customers will choose quality support over speed. However, with live chat, you get both quality and speed.
Customers waiting for phone service will always appreciate the presence of a live chat. Instead of waiting on hold, they get to text an agent.
You can link the live chat feature to post-purchase emails and other customer emails. When you include live messaging links in your email footers, you encourage customers to use the service. You can even dedicate an entire part of postpurchase communication to it.
Implement eCommerce Subscriptions
You can introduce membership to your eCommerce store by simply adding a WordPress membership plugin to your site. When you have memberships on your site, you increase the sales of your listed items. Even though giving out free content is a sure way to promote your site, you don’t have to do that.
You can provide discounts and pricing structures for members only. You can give additional branded merchandise, such as t-shirts and packaging bags. You can get the printing done professionally since the quality of your printing will be associated with the standards of your brand and products/service. You can also sell these on your online store.
Once you set up your site using a membership plugin, set up your subscription, all you need to do is work on the plan details that go with it.
Social Media and Its Importance
Social media is the best place for two-way interactions with your customers. You can keep your customers updated on the latest products, publish reviews, and organize competitions. Your followers leave comments, tag you in posts, and send you messages.
Social media enforces transparency since customers can read both positive and negative remarks on your business and products. Still, you have to remain active in reading, replying, and providing relevant feedback to comments on your business and products/services. This gives your business a human face that customers can relate with, rather than just a logo or name. They also realize that you care when you respond to their comments and questions.
Quick Email Responses
When your customers contact you with queries and problems, ensure that you respond quickly, in 24 hours or less. The less, the better.
When you use an automated email response, it lets them know that you’ve received theirs and will respond ASAP. This lets your customers know that you value their communication and business.
Be as Flexible as Possible
Avoid adopting the hardline whenever possible. You should always try to retain your customers as you solve their problems. Getting new customers is costly; therefore, try and be as accommodating of them as you can.
Policies are vital in any business, but you and your staff should enforce them while keeping your reasonable customers pleased.
Bottom Line: Learn and Improve
Excellent communication skills are reliable predictors of success in maintaining good customer relations. You should try to make your customers feel that you’re personable and interested in helping them. The only way you can be helpful is by learning what your customers need. You also learn new things in communicating with your customers.
Hopefully, this piece was educational and will help you improve your customer communication. Good luck!