Hi there, it’s Matthew Larsen from Ultra Growth Marketing. Today, we are going to talk about how to provide good customer support. This is one of the most important parts of an eCommerce Store (or any business, really), and we will go over how to do it. There are a few key points that you should know and a few ideas that you should implement. Let’s get started.
How to Provide Good Customer Support
Lots of people think that “marketing” is over once they make the sale, but in reality, it has just begun. If you want to build a big business, you will have to rely on word-of-mouth marketing to do so. Of course, at the start, word-of-mouth marketing is minimal (or non-existent), but it play a bigger and bigger factor with each passing week, month, year and decade. Providing good customer support is essentially a marketing method. You should think of yourself as selling three different products in one;
- The actual product you are selling.
- Good and continous communication
- Good customer suport with clear guidelines and expectations
To Do List For How to Provide Good Customer Support
Hopefully you understand what I am trying to say and you agree with me, because if you think this way, you will almost automatically put a higher degree of importance and attention on your communication and customer support in addition to the product that you are selling.
I have created a to-do list for you to implement that is based on the old 80/20 rule. By doing these simple actions and completing these simple tasks, you will take care of the majority of the problem, and as a result, get the majority of the benefits.
Here are the tasks that I recommend:
1. Create a post-purchase email flow that sends to people after they purchase. It should be a three-part flow
Email #1: How long they should expect to wait for their order to arrive
Email #2: What to expect when they receive their order (how it is shipped, packaged, etc.)
Email #3: How you are continously working on improving so you can better service them.
Send these three emails in your flow once per day over the course of three days. The first will be after 24 hours, the second after 48 hours, and the third after 72 hours.
2. Send a survey once per month asking for feedback
Every 30 days, send them a post purchase upsell survey (you can create these with most email marketing softwares) asking for feedback. The truth is that if somethign is wrong, most people won’t say anything. They just won’t buy again. You need to send these surveys because they will make your customers feel heard and appreciated, and secondly, they will help you uncover flaws in your business that you didn’t know about, and then you can fix them instead of continuing to suffer from them.
3. Have very clear instructions on your chat app or contact page
Everybody has a method of contact if something goes wrong, but what you need to do is set extremely clear expectations for customer support regarding how long they will have to wait, how you will fix certain problems, and so on. This clarity will lead to increased customer satisfaction. If someone has to wait four hours for customer support, they will be very angry. If they expect ahead of time to have to wait four hours for customer support, they will be much less angry. Set clear guidelines, expectations and boundaries. Go into extreme detail. Go into more detail than you view necessary. Go into so much detail that it kind of feels “too much.” That is the point you want to get to.
Customer support is one of the most important parts of your entire business. The better your customer support is, the larger you will grow. Oftentimes, customers that are angry with you or your product turn into the best and most loyal customers if you solve their prompty completely, and promptly. You need systems to provide customer support just like you do with every other part of your business, and these three tasks above are a great place to get started.
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