Many years ago when ecommerce just started I have to admit that I was a little disappointed; there was no customization and little to no customer service. Later on when wish lists and recommended items became the norm, I started to regain some of that lost confidence in online shopping.
Yet despite advancements from the yesteryears of the wish lists, ecommerce really has not progressed much - where's the personal service - where's the integrity? If businesses want to consistently treat their customers like kings, as they do in the real world, then they must understand that communication trumps even royalty in the world of online commerce.
Communication is vital in treating customers with personalized services and gestures. Theses are a few ideas which might spark your imagination.
1. Leave a surprise before your client leaves
If a registered user falls off your checkout process don't think that he's a lost client, instead automate a discount code to be sent to his email (based on preset criteria), within minutes of him leaving your site.
2. Gather information and show you know it
Consumers provide feedback and always respond well if their ideas are being used. Track these ideas and reward them for their input on subsequent visits.
3. Practice smart emailing
Collect user data on your clients and send them weekly or bi-weekly email updates. Remember always use a good email system like aKontak which manages email blasts efficiently.
4. Consider virtual customer service
I personally think customer service tabs which open forcing you to chat with a ‘rep’ is tacky and it cheapens the overall website. However, if the service request is self-motivated this can be an excellent function.
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Building an online commerce platform is not just about maintaining an inventory online, it is also about designing an alluring online space in-which your customers shop in.
aKontak is a proprietary emailing system developed and used exclusively by clients of Async Minds.
Nicholas Lin is the marketing partner and a seasoned internet marketing professional at Async Minds.