If you thought that customer service was simply answering your customer’s
email, you’re dead wrong! Conducting an eCommerce business takes more
attention to detail than a normal brick-n-motor company. With eMail being
the most used Internet application you have a real opportunity to keep in
touch with your customers and provide excellent customer service.
(article continued below ...)
Great customer service can be as simple as an email form to a customer
service rep or a detailed Frequently Asked Questions (FAQ) page. FAQ pages
save time and make life easier for the customer and cut down on
administrative tasks. Those offering their customers or visitors a chance to
earn extra income with an affiliate program will reduce many hours in
administrative tasks with a simple FAQ page.
In addition it’s also advisable to write a privacy policy. Here you
will simply reiterate your commitment to your customers privacy, providing
them with the assurance they you will protect their privacy with a secure
ordering page and never trade their email addresses.
Autoresponders can also serve as your mobile 24/7 customer service
representative. When you receive email make it a point to have a 24-hour
turn around policy.
In addition to answering emails don’t forget another very important
aspect of eCommerce and that is order fulfillment. Keep in mind that your
customer’s expectations are very high so fulfilling orders must be done
quickly. There are 2 tactics that you can easily employ after your customer
makes a purchase:
1) When your customer gets to the download page include an additional
product as a surprise bonus. If you’re shipping a physical products try to
include an extra surprise bonus (preferably an item that won’t cost much).
2) A few days after purchase send a simple email thanking them for their
order. If you wish you can offer them your back-end product at a discount.
The key here is over delivery and customers like bonus surprises.
eCommerce buyers are a tough bunch and expect the best; going the extra mile
will turn your customer into a loyal customer. Strive to run a very clean
and efficient web site. Never use hype to sell your product or service all
that does is hurt your credibility. Another stupid mistake is promising way
too much and not delivering. I’ve seen many “gurus” get slammed all
over the marketing forums because they promised this and that and never
delivered.
Providing excellent customer service will also pave the way for earning
customer testimonials. These are extremely powerful in that they convey
trust and product credibility. Testimonials will erode customer skepticism
and make them more inclined to buy your product. Providing great customer
service along with a great product will make your business grow by leaps and
bounds and in the process upstaging your competition.
-- Andres Munoz is the Editor of MyBiz
eZine Newsletter where he writes about the skills needed for successful
Internet marketing and running an on-line business. To subscribe, visit: http://www.mybusiness-resource.com
