How an online retailer treats its customers will affect how much business it receives. It’s no surprise when individuals choose where to shop in relation to where they receive the best deals and the best service. If they receive amazing service from one business, they are unlikely to go elsewhere – but if they receive poor service, they will be quick to find an alternative.
With this in mind, you should look at how to offer customers first-class service as every stage of the shopping process. This will range from the website user experience to order delivery. Thankfully, this post has outlined three of the best ways that you as an online retailer can boost the service you offer consumers.
Offer a Premium Delivery Option
Nowadays, customers expect their orders to be delivered within a few days; this is in sharp contrast to only ten to 15 years ago when deliveries took between seven to ten days. Most online businesses will offer a range of delivery options, and 43% of shoppers choose next-day delivery if it is offered. This is why it is essential to offer a premium delivery service as it is one method to guarantee customer satisfaction.
If you want to improve upon offering next-day delivery, then you might consider white glove delivery. This is an ultra-premium service that ensures customers receive personalized experiences. Items delivered via white glove delivery services are handled in a professional and careful manner, ensuring even fragile and high-value items arrive in pristine condition.
Additionally, white glove delivery will include delivering the products to a specific location; customers can even instruct couriers to leave their orders in a room inside their houses or workplaces. There are several other features and benefits of white glove delivery that online retailers can take advantage of.
Stay Ahead of the Competition
With a focus on the customer experience, a business can gain a new perspective on how to stay ahead of competitors. This is essential for other aspects of the business, such as growing sales and revenue, but it can also ensure you are offering the best possible service. The first step is to understand your customers’ needs and enhance your service by finding gaps in your business and the businesses of your competitors.
If you have noticed other businesses in your industry do not offer extras regularly, you should consider this. One method of achieving this is by providing incentives for new customers, like a one-time discount, when they sign up for an account or switch over from one of your competitors.
Alternatively, online retailers can also set up loyalty schemes that reward customers for repeat purchases or continued businesses; for example, a popular loyalty scheme is five points per dollar spent online. Consumers are much more likely to continue shopping with your business if you offer a loyalty program as it shows your company goes above and beyond.
Provide High-Quality Customer Service
The customer service that a business provides can make or break the overall reputation of that online retailer. This can be the factor that wins you new customers and retains old ones if you provide the best customer service. Going the extra mile and offering personalized customer service can make consumers feel valued, which should be the aim of all businesses.
Offering personalized customer service can be made first-class by allocating named contacts to queries. This simple change can make the distance between business and consumer feel smaller, with customers feeling like they are well cared for by your company. Also, this familiarity with the business and customer service staff will go a long way when dealing with complaints in the future.
By offering first-class service, customers are much more likely to continue shopping with your business. If you wish to up what your business offers to consumers, then providing premium delivery, beating your competitors, and having excellent customer service will help you achieve that.