Tips on Providing Customer Service

Hey everyone, this is Johnny from Customer Service at Shopster.

With any online site, customer service is an absolute must. Here are some tips on how to make sure you're providing a level of service your customers should expect.

Make it clear where they can contact you and how

• Have a "Contact Us" Page that's easy to find and lets your customers know how they can contact you. 

Try and answer their question before they have to contact you

• Make sure that you have pages in your store dedicates to frequently asked questions (FAQs). With an FAQ page, your customer can read through it and see if their question has already been answered. If you're still getting the same question that isn't on the FAQ page, keep it up to date and add it.
• Pages for your stores shipping and returns policies must be included, and again they will help answer any questions before contacting you. Make sure that the policies are clearly defined and easy to find.

Set expectations for your customers

• Let your customers know when you will get back to them. If they're sending an email, let them know that you'll respond (for example) within one business day. Or if they've called and left a message, make sure your phone message states how long it will be before you return their call. 

Under promise, over deliver

• Whenever you have to tell a customer that you'll have to follow up with them later on, allow yourself some extra padding. This goes along with setting expectations. For example: under promise by telling your customer that you'll follow up with them by the end of the next business day, but over deliver by getting back to them by the end of the same business day. Doing this shows your customers that you're going the extra step to make sure that any issue they're having is resolved in a timely manner. 

These are just some tips on how to provide good customer service for your storefront. Always make sure that you're listening to your customers and helping to improve their online shopping experience, by doing this you’ll benefit by making more sales!