“Build it and they will come, build it well and they will continue to come back.” – Questa Volta blogger.
If you have ever shopped online, in a store, or at all, you know how important it is to get what you ask for. When shopping in stores, there is a sense of automatic customer service because there are employees usually walking around, asking if you need help with anything, seeing that you get what it is you came for.
In the world of online shopping, and online customer service, it is a totally different game. There is no way for customer service reps to walk around your website and ask customers how they are doing (unless you have one of those things where an actor “walks around” on your website, but that’s like an annoying pop up).
Making the sale is important, but online, customer service becomes more important.
Making sure you have great customer service that is easily accessible for your customers will make their shopping experience more enjoyable and will make them far more likely to come back to your site again and again. A simple way to do this is to have a contact phone number or email on your site. This lets your customers know that they are being heard and that you actually want to help them if they need anything!
Part of showing your customers that you care and that you do want to service them to the best of your ability is included in what you do to offer them service.
When a customer calls or emails you with an issue, you should be prompt in getting back to them. You should also be prompt in coming up with a solution for your customer and always be happy to help them feel like they are being done right by!
When you are the one trying to make them happy, they will feel taken care of and they will be far more likely to keep coming back to you for whatever product it is you have to offer. Good yelp reviews and word-of-mouth can go a long way in getting you new customers and one of the best and most sure ways to get this is through your customer service.
When you are building your website, you need to have customer service in mind.
Including a phone number, email, or a chat box on your site can really go far in telling customers that you are there, that you want to hear from them, and that you care about the experience they are having with your business.
When the customers know that you are there for them and that you want to be there, helping them it makes them feel great!
You have experienced it yourself walking into a store where you feel at home; versus one you don’t feel comfortable in. You are more likely to buy from the store that you feel happy in, and that is what you should be striving to create in your own customers.