If you are running an E-commerce company, you can easily be under the impression that brick and mortar shops have so many more opportunities to improve customer relationships.
They can directly communicate with customers, resolve issues first hand, and receive feedback in person. While this is partially true, managers of E-commerce establishments have plenty of opportunities to do so as well.
We live in the age of technologies and connectivity, and E-commerce businesses can leverage these opportunities to deliver exceptional service and support, thus improving customer relationships across the board.
If you don’t know where to begin, we give you 7 ways E-commerce companies can Improve customer relationships.
Help Customers Discover Who You Are
Buying products and services from someone you don’t know anything about is not something you can see that often.
In order to drive sales online, you will have to start building trust with your customers. And there is no better material to start laying the foundation of a customer relationship strategy than trust.
According to a study, transparency is discovered as the most important factor that encourages trust.
How to achieve transparency as an E-Commerce business? Start by revisiting your About Us page.
Make sure to disclose your company story and share images of your workers. You should also start a social media campaign to build your followers to help them learn a thing or two about you and your business.
Publish Your Policies Online
Online shoppers are growing more wary about shopping online, especially when they have to make a purchase for the first time. This is why you should send out a clear message that you operate within the boundaries of law and that all of their customer rights are guaranteed.
There are three policies you must have in order to be able to start building better relationships and trust.
- First of all, you need Terms of Service where you will clearly establish the boundaries of your relationship with your customers.
- And, finally, Returns Policy, which is in most cases a key factor to help you gain the trust of online customers.
Use Online Quiz Creator Software To Deliver The Best Care
To improve your relationship with online customers, you will need to have something to work with. Getting information can prove difficult and you’ll need all the help you can muster.
An ProProfs quiz creator software is a perfect solution for E-Commerce businesses. It is easy to use and can be set to reflect your branding strategy.
Create short and sweet quizzes that your customers can take to learn what they like and dislike about your products, service, and support.
Use this data to make the necessary changes, and don’t forget to thank the customers who take quizzes with a discount coupon or code.
Keep Your Staff Well Trained With LMS Software
If you want to reach success, everyone working under your roof has to be familiar with best practices in the business.
Organizing training is a time consuming and costly thing, and since you might have remote workers, it can prove difficult to organize.
This where LMS software comes in really handy because it allows enrollees to learn on the go, even on the mobile devices.
You can make courses and help your employees learn the best customer relationship practices. On top of that, you can leverage an LMS tool to make sure your business remains compliant with laws and regulations of countries you operate in.
Customer Relationship Management Software is a Must-Have
We can’t go on and on, talking about ways to improve a relationship with your customers without introducing a solution specifically developed for this purpose – Customer Relationship Management software.
This is a really neat tool designed to keep track of all your customers and leads. It also integrates with other software solutions you might end up using.
CRM tools will help you record all interactions with your leads and customers and their past purchases. This will allow you to personalize your approach, and send a clear message to your customers that you care about them.
With all this information at your disposal, customer support agents can work more efficiently and your marketing team will be able to devise highly targeted campaigns.
Display Social Proof
There is no better way to improve customer relationships but to tell them that you are good at what you do. You will be able to achieve even better results if you manage to make your other customer tell that.
This is what’s called social proof. And you can see a lot of online shops featuring their customers telling a thing or two about their business.
If this is too much for you, then you should at least consider introducing comment and rating systems on your online shop website.
Customers love to go through the reviews and comments before they make purchases. And introducing another aspect of transparency is a good way to drive more sales.
Run an Informative Blog Section
The blog section on your online shop is not reserved for marketing purposes solely. You should leverage it to improve your relationship with your customers.
How to do it? Stay in touch with your customer service and support specialists to discover customer’s pain points and doubts.
Once you have a list, start creating content around these topics. Offer step-by-step guides, detailed reviews of products, FAQ pages, and other content your customers might find valuable.
Whether you decide to put your online quiz creator software to action and learn how to improve your service and support, or you pursue actions to increase transparency, you will improve customer relationships.
Since every business and customer base are unique, we suggest you align your CRM actions with your business goals to achieve the results you want.
UPDATE JULY 2020 – Here are 32 Customer Service Facts by the guys at replyco.com