Good online customer service is essential. Before, during and after the purchase. Thanks to a pleasant experience, the visitor is more likely to make a purchase, come back again, feel connected to your brand and perhaps even become a (social) ambassador. How do you achieve this?
Imagine a physical store where you are helped perfectly. Take my regular saleswoman at my favorite clothing store Konijnendijk :
She asks if I am still happy with the coat I bought last time
She calls me when something comes in that is 'really something for me' and then keeps it aside for a while.
How can you give an online customer that same feeling of service?
1. Personal contact
Customers may always want personal contact before or during the ordering process. bahrain phone number list Offering these options directly increases conversion. It gives the customer confidence, helps them if they have questions, but also gives them the feeling that an effort is being made for them. A great example of this is Zappos .
The webshop offers the tab ' need help?' that the visitor can always and everywhere fold out. Chat, phone, e-mail, whatever the visitor needs. The call center employees of Zappos are also known for their excellent customer service. There are many videos about this on YouTube. If you look closely at the screenshot below, you will also see the video icon at the top left of the product image. If a visitor clicks on it, a friendly lady explains everything about this shoe. And that is also personal.
Everywhere the visitor can expand the 'Need help?' tab for various forms of personal contact.
2. Personalization
Keep in touch with your customers, for example through newsletters. These are only really effective if they are well personalized. With an offer that suits the person. Like this example from the master of personalization, Amazon.com . In newsletters, Amazon makes special offers focused on purchases that have been made recently. In this case (see screenshot) 30% discount on accessories on the Wii purchased two weeks ago. There is a good chance that the buyer is ready for a new game and the exclusive offer will convince him.
An optimally personalized newsletter from Amazon.com
3. Exceeding expectations
Finally, do you really want your customer to become your ambassador? Then exceed his wildest expectations. Offer him the most personal and special service he has ever experienced. For example, think of a Twitter surprise. KLM scored high with this again last summer. When passengers indicated via social media that they were going to fly with KLM, the airline surprised them with a gift. A personal gift based on their social profile.