To help these “returners”, e-commerce companies should make sure they have excellent customer service.
One bad review can reach hundreds of current and potential customers, so it’s important to always be on your A-game. However, mistakes do happen, and when they do you must quickly approach the situation.
Offering customer service 24/7 via phone, email, and live chat is a great way to help reduce returns because customers have the option to talk to someone who can help them with their issues.
Customers have busy schedules and different comfort levels, so it is essential to keep your customer support options open. For example, phone calls are great for social customers who have time on their hands, but live chat may be better suited for a shy customer who is trying to solve a problem quickly.
Take advantage of all the different channels that a customer can reach you through and make it convenient for them to do so. Contact options should be easy for someone to find.
Try setting up a free Google Voice number. Google Voice will allow you to record a voicemail for customers when you are unavailable and will give you the option to call customers back from your personal phone when you are available. Google Voice also allows you to block your number so you can use your personal phone as a business phone.
Fantastic customer service is a great way to build awareness and customers. Take Chick-fil-a for example. Chick-fil-a exceeds in customer service, and their employees are known for going the extra mile to fulfill a customer’s needs. As a result, they are famously known for their customer service, and many people come back to their restaurant because of it.