A successful dropshipping business is not only about creating a store and finding customers to buy your product. It’s also about how you treat your customers. An unsatisfied customer can lead your business to the downfall and make the bad reputation for your store.
The main goal of customer service is to make a customer happy and satisfied. Customer satisfaction helps you to build a good reputation for your brand and it can result in favorable word-of-mouth for your business.
The customers not only need good quality products from you but also want an easy system to communicate with you to clarify their confusions, make changes in orders or getting refunds
There are multiple channels you can choose to support your customers that fit your business and your customers’ needs.
Here’re a few channels to consider.
1. Email:
Email is one of the easiest ways to communicate with your customers. It’s easier to manage than live support channels that require you or someone from your team to be available.
On your contact page, you can add a note that can tell your customer to expect a response within a few hours. Also, you can tell your customer when email support isn’t available.
The email automatically creates a record of your discussion. It allows you to see customers’ need, their overall experience and their expectations from you.
When you start to sell more, your customer query tends to increase more. To keep the track of the email and to make sure to give a response to them, you’ll need a simple platform from where you can easily communicate with your customer.
There are many tools which may help you to provide email support to your customer. Check the following tool:
- Gmail
- Zendesk Support
- Help Scout
- Gorgias
- xSellco
2. Social Media:
Recently, social media has become the most popular platform to reach your customers and get connected with them. Many companies advertise their services on social media, attract people, convert them to customers and provide support to them.
Facebook, Twitter, and Instagram are the most famous social media platform to build a good relationship with your customers.
3. Telecommunication Support:
One of the old-fashioned customer services is telecommunication. Phones still account for 68% of all support interactions. Many customers still prefer to have a conversation over the phone for quicker resolution.
You should provide a single telephone number, which customers can reach whenever they have a query or want to make a request about their product orders or services.
You can set up a call center or hire a few experienced people who can handle phone calls and customer’s queries patiently. This type of customer service is an expensive but effective type of service.
4. Live Chat:
Customers who love quick-resolves, prefer to talk through the live chat. Live chat is one of the most important features a site can offer. It provides quick, easily accessible support to current and potential customers.
It allows you to fix customer issues in real-time. Live chat doesn’t have to be available 24/7. Based on your highest-traffic times, the availability of live chat can be set.
Live chat support tools:
Olark
Chatra
Tidio
Re: Amaze
5. Voicemail & Text Support:
Another good way to support your customer when you’re not available is voicemail support. You can provide a unique number and add extensions according to customers’ queries. Customers can select their preferred extension and record voicemail. You can easily listen to that voicemail and response to them via email when you’re available.
Voicemail & text support tools:
Grasshopper
Phone
Virtualphone
6. Optimized FAQ:
FAQ offers an excellent self-service experience to the consumers. It requires the least amount of investment and helpful to convert potential customers.
Create an organized, easy to navigate and relevant FAQ section on your store website. Also, make sure to update the FAQ section regularly.
Now it’s time question which support channel suits best for your best?
The answer to this question is to ask your customers.
Multi-support channels can help you give your customers more satisfied and nurture customer loyalty. Get insights from your customer’s feedback and understand in what way you can be connected to your customers. Make a list of all of the possible channels where you might offer support easily.
The correct customer service technology and strategies can transform the performance of your business. It can affect your rate of success and directly affect your revenue. Start making plans that you can use to surpass your customers’ expectations and make a mark in your business.
