Previously, we’ve seen an example of how you can improve your online shopping site by ensuring that your site is fully functional and easy for your customers to navigate. There is however another thing that is important when running an online shopping site: providing good service and support to your customers, both before and after they make a purchase.
The service level provided by an online business could also determine whether a visitor will turn into a buyer and whether someone who has already bought an item from your website will come back to buy from it again. Here are some ways to make sure that you provide the best possible service to the visitors on your site:
Pay attention to their comments.
If you have a social media page, pay attention to what the people on your wall are posting. Also, take into consideration any comments that they send to you by email. This could give you some good opportunities to improve your site and business, such as by getting a product that many customers would be willing to buy, or improving an element of your site.
Respond to emails promptly
Try to respond to emails from your customers within a few hours if possible. The faster you answer one of your customers, the more likely it is that they would be satisfied with your business.
Provide different ways to contact you and make it easy for your visitors to do so
Your visitors shouldn’t have to spend 15 minutes combing through your site to find a way to get in touch with you if they need to have a question answered. For this reason, you need to ensure that your contact information is featured prominently on your website. There are many different methods that you can use to provide support.
The most simple one is email. Simply provide an e-mail address on your website where your visitors can contact you. If you run a relatively small operation, this could be sufficient for you to provide support. You could also integrate a form on your website that your customers could fill out with their inquiries.
A live chat option is also possible to set up easily and there are even free scripts available that are provided by web hosting companies which could allow you to do so. One of the other ways that you can provide customer service is by phone. It is possible to get a toll free number that you can redirect to another phone. No matter what methods you use, simply make sure that you remain accessible to your customers.
After you’ve sold a product, it’s always a good idea to send a follow up message with a survey asking for feedback about your products and your business. This is another way to show to your customers that you care about their opinions and are available to solve any problems that they might have.