You may have spent all your time building up your website for the holidays, but you may have neglected one part of it – your customer service! Your store can have all the best products in the world but if people have problems ordering and can’t reach you, you’re toast. To help you improve customer service, follow these five tips.
We know how much you love talking to people, especially your customers. But, and I hate to break it to you, they don’t necessarily want to talk to you. It’s nothing against you personally, but they’d rather shop, buy, and leave.
Which is why having a Frequently Asked Questions (FAQ) section on your website is such a good idea. Customers who have minor issues that regularly occur can find common solutions without having to call you up or send an email. Then they can shop, buy, and leave!
2. Contact Info
Quick, without looking, tell us where the contact info on your website is. Do you remember? How much is there? Is it up to date?
One of the biggest mistakes you can make on a website is to hide (either accidentally or otherwise) your contact info. If people have a problem and can’t reach you, they will quickly go somewhere else, no ifs, ands, or buts. This also goes if they get a wrong number or a bounced email – they’ll be out like a dud holiday light!
3. Shipping Info
Shoppers do not want to sit around a few days before Christmas wondering if their packages are going to arrive on time. They’re stressed out enough as it is – between accommodating Uncle Bob’s two dogs, cooking enough dinner for 15 guests, and emptying their wallets helping Santa, they don’t have time for your shenanigans.
That’s why you should really consider putting up all shipping info on your website. Have very clear, defined dates as to when they can expect packages from your store. Don’t leave any room for complaints – tell them if they order any later than, say, December 16th, they won’t get the package on time to place it under the tree.
4. Issues Forum
It’s definitely important to have an email address for people to send problems and complaints to. However, there may be an even better solution – a dedicated forum for site issues. This way, after the problem is resolved, others can read it and instantly know what to do to fix their problem. A forum is a terrific addendum to a FAQ in this way. You may also be happily surprised to see your regular customers chiming in to help new folks make purchasing decisions.
5. Links to Social Media
Not everyone likes to use email or the phone. Some of your customers may prefer to speak with you via social media like Facebook or Twitter. Certain companies have started to use these platforms to greatly improve customer service, and your shop should be no different.
Have clearly defined links on your website to your social media sites so those who prefer them can easily hop over. There, they can tweet or post about a particular issue they’re having or ask a question about your shop. Just make sure to keep up with it and answer them in a timely fashion!
According to a survey commissioned by Ebates.com, next to great prices and deals, convenience is the second most important factor to online shoppers. You’ve already got the deals, now offer the convenience and you’re sure to rake up the sales this holiday season!