For any business, meeting and exceeding customer expectations is essential. In terms of service, what are the expectations of online customers who are buying products from your company? For online businesses it is all the way more challenging to fulfill the expectations of customers because issues such as technical glitches, late delivery or incomplete product information can result in customers being annoyed and frustrated. Here are some areas that you need to look at to ensure you are meeting the expectations of your online customers.
Are You Fulfilling Your Promises?
Always deliver on your promises if you expect customers to purchase your products. Failing to do so can be bad for business as it will drive customers away. For example, if you have promised a customer than an issue will be fixed within a certain number of days, make sure that you do so. Set realistic deadlines before making a commitment to a customer. For instance if you have told a customer their product will be delivered on a certain date, be prepared for it. A disappointed customer will not only never return to your company but will also tell others about their bad experience.
In case you cannot complete any task, proactively reach out and communicate this to your customers. Apologize, explain to them the reasons for delay before suggesting alternative solutions. Never make unrealistic promises and consistently deliver on your commitments.
Does Your Brand Provide Personalized Service?
Many customers are reluctant to share information over the internet. Having human interaction on the website where a customer can talk to an actual person will help develop trust with your business. Adding a live chat service is the perfect way to communicate with your customers. Treating every customer as an individual and offering personalized service positively influences your customer’s perception about your business and strengthens your relationship with them. Customers want you to pay attention to their needs and with live chat you can understand their needs better. You can suggest products to them according to their choice, empathize with them and provide them with an experience that would make them remember your business.
Is Your Staff Empowered to Manage Consumer Grievances?
Many companies make the mistake of not empowering their representatives to manage complaints and fix customer grievances. Representatives who are told to only follow a script and not improvise to come up with solutions when customer complaints occur will fail to satisfy customers. Ensure that you have empowered your staff to take necessary actions when fixing a problem for a customer.
Train and motivate employees to handle customer grievances efficiently and effectively. Inform your representatives about the importance of responding to customers in a timely manner. No customer appreciates being put on hold and waiting for service. Minimum waiting time reduces the risk of aggravating customers. Also check if your representatives are paying attention to customer queries and responding proactively on different channels. Ensure that your staff is following up with clients by asking for feedback and seeing if they require any further assistance.
All these small steps taken by your business will help build better relations with customers and meet their service expectations.