Keeping old customers is not only cheaper than acquiring new customers. There are several researches on the internet that indicate that loyal customers spend much more than those who are buying for the first time. Therefore, it is important to serve them well in order to retain them. Here are some ways to do this:
• Anticipation :
Use features like Mention, Topsy or similar to monitor your online store's reputation on social media. Get ahead, know what consumers are saying and create strategies to better serve them.
• Speed :
Whether it's on social media, by phone, in chat, or through another customer service solution for online stores , be quick to respond or at least say that you will present a solution, because nobody likes to wait.
• Use a CRM :
Use Customer Relationship Management (CRM) software , which will allow you to better understand your customers' behavior and facilitate customer service. Read " Why is CRM important in e-commerce? ".
• Consultants :
If your store has very technical products or products that need clarification, assemble a team of consultants and train them to help your consumers make better choices.
• History :
Use software that can centralize customer history and previous messages, as this way they won't need to repeat their stories during service sessions, making them faster.
• Accept the suggestions :
Accept the suggestions given by your customers on social networks and other service channels. If you can, set up a suggestion program, reward and introduce in your virtual store the best suggestions given by your customers.
• Accept negative reviews :
In complaint handling sessions, listen to them and resolve them calmly. Read “ 4 steps to handle e-consumer complaints ” and “ 5 tips for handling online complaints in e-commerce ” to learn more about this.
• Call Center :
A call center with trained professionals providing personalized service can improve the relationship between your online store and your customers. A telesales service integrated with your e-commerce platform can also be beneficial.
• Customer Service :
" Why implement a Customer Service department in your online store? " That's the question. Customer Service is an acronym for Customer Assistance Service. It serves to humanize the interaction between consumers and your online store, monitor their behavior, etc.
• After-sales service :
After -sales service aims to verify whether the customer was satisfied with the product or service they purchased. This verification can be done by phone or email, for example. It helps to build customer loyalty and retention.
If possible, create an intelligence center capable of periodically extracting insights from Big Data , which can improve customer service procedures and your online store as a whole.
