You Can Deliver Customer Service Excellence for an Online Store

by Beth Medley, Founder of Hunter + Boo

As the founder of a start-up online store it is inevitable you end up wearing many hats each day. One of the most important, but easily overlooked aspects is how to deliver customer service excellence.

Online stores are not dealing with people In Real Life, and as we spent all that time making our e-commerce site perfect, we often assume that customer service will take care of itself.

We should remember that the way we manage every single communication channel either on or offline provides the chance of a new sale, a genuine referral, or could be the reason people come back for more. 

Service excellence also makes you stand out from your competitors.

Here are five ways to deliver exceptional customer service for your online retail business:

1.     It’s all about Social Media.  Listen to your customers online. Set aside time daily to hang out on your social media channels and actively engage with your followers.  It’s a great place to get a feel for trends or a gap in your product range for development.

2.     Say What?  Provide multiple channels for your customers to contact you and make the process easy and seamless:  email, website feedback forms, direct messages through social channels.  You won’t be meeting your customers face-to-face so make sure they are talking to you in other ways.

3.     Don’t be afraid of the bad review.  Give your customers the ability to give your products or services a review on Facebook.  If you do receive a less than favorable review, contact the customer directly to find out more and count it as a learning experience.

4.     What the FAQ?  Have an up-to-date and clearly written FAQ page.  Many of your customer enquiries will fall into common categories. Review these and update your FAQ page accordingly. 

5.     Take it offline. Are you doing pop-ups or events? Now is the chance to meet your customers face-to-face and really get some nitty gritty feedback on your products or services. If you’re not, consider focus groups. It’s a relatively low-cost way to get invaluable and direct feedback on your products or services.  Companies like ARBC can offer this service.