• service-quality-chart

Quality service is your secret weapon

Repost of original article by Natalie – MageWorx

Someone said that “good sales and service are where customers come back to the seller, not for the product”. It’s definitely true. Almost half of the overall success depends on how the customer service’s work is organized in your store. Have you ever considered how you lose customers? The question has a simple answer: it’s the same way you lose them in the “real world”: you do not respond to their needs.

According to the survey made by the GroupM Search company, for decision to purchase any goods customers tend to seek the help of social media and search engines. About 58% of respondents turned firstly to the search engine (Google, Bing, Yahoo and others) and about 18% – to the social media resources. This tendency shows that at the same time only 24% of customers trust the company’s site.

Here we suggest advices how to correspond your customers’ needs and to make your service at an appropriate level.

1. Satisfaction of customer’s needs. When customers arrive at your website they want to get information which helps to decide whether to buy or to solve a problem quickly. So these visitors are very impatient. They can give up their search in a few seconds – and try to search for what they need elsewhere. The most essential for any owner is to be able to predict the possible needs of all types of visitors, from a newcomer to a regular visitor. In other words, try to assess the customer’s needs, which should correlate with the accomplishment of desired customer service’s goals.

2. Availability of your contact information. Have you ever interested in the question: how easily you can be contacted and how convenient the ways in which you can be contacted are? That’s really essential. One of the indicators of the high level of your customer support is accessibility to your contact information and its location. The most popular location is the bottom of the page. 65% of websites put the link to the contact information in the footer. 19% of websites prefer to place the link in the header. Just a few websites bury the link somewhere in a drop-down menu. For instance, look at the Walmart website. “Contact us” is located in the left footer:Among other findings, most websites (82%) post a phone number. That really makes sense: most people would email or fill out a form before calling but still like to know that a phone number is available just in case. 37% of websites offer live chat. Most often it appears high up in the sidebar of every page.

3. Building the trust to your website. One major misgiving customers have is the lack of trust in the website or product. They are afraid that the product won’t be quite what they expected. Here’s the list of techniques which can help to increase the trust:

  • Offer free shipping. Buying online is for sure convenient but most people prefer not to pay additional costs. According to the statistics, only 53% offer free shipping. The smaller the business, the less likely they are to offer free shipping. Here’s the example of BestBuy website that has free shipping which is presented at the product page:
  • To create a safety net for customers, offer some kind of guarantee and accept returns. It helps to eliminate perceived risks and establish trust. Shoes.com has “FREE SHIPPING” and “EASY RETURN” buttons right at the front page:
  • Use product ratings and reviews. 65% of scanned websites have both systems. It gives an opportunity for potential customers to see whether a product will work or is worth of money.
  • Putting the icons of credit cards to your website gives a customer the оpportunity to see all possible payment methods.

The way a business responds to questions from customers is an important factor in its success. Remember: good service will bring the customer back, superior service will give customers something to tell their family and friends. Hope these advices will be useful for you and get your customer service high.

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