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Providing great customer service is an integral part of any online shop succeeding. Your customers are the ones who support you, and now that the Internet is here, word of good or bad customer service travels fast. There are review and feedback sites all over the place– getting bad customer service reviews can set you back big time.
Other potential customers may be less likely to buy from your shop or even be dissuaded from doing so after reading a less than favorable review. Here are four great tips for providing great customer service for your online shop so that it can do what it’s supposed to do: thrive.
1. Create an FAQ Page
An FAQ page will help your customers by answering a lot of common questions people have about your shop. It could be about your product, your service, or other aspects of the site. Frequently Asked Questions are a great way to provide proactive customer service before there’s even a problem. Plus, you’ll save yourself a lot of time by not having to sort through and answer people’s questions, or you can choose to respond and direct them to the FAQ page. You’ll also have more time to answer questions not on the FAQ page, freeing you up to give better personal service.
2. Respond within 48 Hours
Whether it’s an email, a comment or a concern, try to do your best to respond within 48 hours. Nearly half of online shops take a few days or more to respond to customers. By this time they will likely be not interested or annoyed at a lack of an immediate reply. Responding in a timely fashion is good customer service and your customers will appreciate it!
3. Be Easy to Contact
It’s actually funny, but most online shops don’t have a clear place to get in touch with them. Even worse, they do have the information listed but it’s so hard to find it that it’s practically not worth it. Make sure that your contact information is somewhere on your site or store and listed clearly. You want customers to be able to easily contact you.
Consider putting your contact information at the bottom of emails as well so others can always get in touch with you without having to search for your contact info. You can’t provide quality customer service unless you’re available for customers to contact with their questions. Not having that info displayed can make you look unprofessional or worse, apathetic.
4. Be Nice
The most important part of customer service is to always be nice. Customers really have an eye out for shops to be rude or dismissive of them, and they will respond by either leaving a poor comment or review or trashing you on other sites. Keep this in mind and always be professional, courteous, and nice! It’s a huge part of customer service that makes all the difference.
Those are our tips for providing quality customer service! Taking care of your customers is part of any store’s success, so incorporate these tips and start making customers happy!