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Deep down, what we all want out of life is to be understood and cared for. Before you wipe a tear and google Dr Phil, bear with us for a moment and spare a thought for your Magento customers. We can’t solve the rest of life, but at least in eCommerce there are some simple ways to massively improve relations with your purchasing public and achieve some great Magento success. Here are some ideas to get you on track.
Any idea what your customers really think about you? Check out the social media channels and see for yourself. Surveys show that in nearly 90% of cases customers will not buy from an eCommerce shop where complaints have been registered on social media. Don’t panic, but make sure that if anyone has said anything about you that you’d like retracted you take the initiative to do something about it before it affects any more sales. Think positively. Do what you can to encourage good recommendations and compliments that tell the world what a great job you’ve done. A few negatives won’t matter nearly so much if they’re massively outweighed by the good stuff – in fact they might even serve to give you some credibility.
Another way to improve customer service is to introduce a self-service route to getting support, such as through FAQ pages. Offering quick answers to common issues shows you understand and means an easier life both for customers and you as a seller. Online chat is another really good idea – over 75% people say this helps them to trust and engage with the eCommerce store.
Communication is key, so make sure you offer multiple channels for getting in touch. Not only is this more convenient, but it also shows that you really exist and are a sizeable eCommerce company. You’ll want to be visible on Facebook and Twitter at least, provide a phone number and email address, as well as a postal address for really good profiling.
Finally, remember to be outstanding in your field – understand your customers really well, provide a fast and efficient Magento customer service, and every reason for a glowing report. It makes all the difference.