Many companies now do most of their online business and precede the "Brick and Mortar" store. It is easy to see why such a thing has happened. First, the cost of setting up such a business is relatively inexpensive and easy—no need to pay more for real property. Also, the cost of maintaining a website is minimal. In addition, the Internet provides an easy and effective way to sell products. As more and more people spend time on the Internet, the online customer market continues to grow.
But when businesses move from face-to-face customers to anonymous online customers, personal communication and trust are lost. All the spam and fraud online has not helped with this issue. That eroded the confidence of E-commerce and the credibility of many companies. How do you gain and maintain customer trust? What do you do as an online retailer to communicate with your customers?
In the online world, business is not just sitting around hours and weekends. What do you do to answer your client's questions? Here are a few things you can do to improve communication with your customers:
1. Provide a FAQ page (FAQ) and details of online product support. This is an excellent way to answer basic questions that may flood your support email. For example, our voice converter, MorphVOX, has a FAQ on common issues customers may encounter. We have also provided detailed online articles on topics that users may want to explore further. This addresses about 95% of the questions people may have.
2. Submit a supportive email link to your website for issues that Web Support cannot resolve. With Screaming Bees, we try to answer our customer questions within one business day. In most cases, we will answer questions within an hour of receiving an email. I believe we have gained many loyal customers through our aggressive efforts to meet needs promptly.
3. Provide a message board or customer forum to express their views, add comments, and share. Remember that people are creatures of society and love to be heard. This also helps build a community of empowered users and have a voice in the products and services you provide.
4. Write a personal email to each customer. Did you follow your customers after purchasing your products or services? This is important, not only to get you to improve your offerings but, more importantly, maintain maintain maintain trust relationships with your customer. Email them within 3-4 weeks of initial purchase. In this way, their knowledge of your products and services is fresh in their minds. Remember, a neglected customer is a lost customer.
Spending time and effort on better communication with your customers will benefit you. Your company will rise and fall not to the customers you benefit from but to the customers, you do not lose. Honest customers are the ones who will give you the best evidence. And they offer you prosperous, lively, oral marketing. Remember that all happy customers testify to the success of your company.
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