No matter how careful you are to provide the highest-quality products and the best customer experience, returns are a fact of life in eCommerce. Even if your store policy completely forbids the return of any orders, you're still going to have situations where customers at least want to make a return and inquire about it. You're going to need a system in place to handle returns no matter what.
Designing your website to be fully accessible to any customer, regardless of ability, is vital for providing the best customer experience possible. Not only does your online store have to be fully ADA compliant, but your checkout process must also be optimized with accessibility in mind. Many disabled web users rely on accessibility tools, like screen readers, to more easily navigate the web. By keeping these customers in mind, you’ll stay compliant with ADA standards and include all[...]
Call it a revolution or an intrusion, chatbots are here to stay. From top tier companies like Google and Amazon to smaller eCommerce companies, all have been actively deploying chatbots. Whether it is the customer support desk or the team communication process, chatbots have the potential to help with any department.
The nature of how we do business has changed a great deal throughout history, especially with the advent of eCommerce, but one thing has always remained most important: building long-lasting customer relationships. Happy customers provide repeat sales, positive word of mouth, and countless other benefits without which a business can't survive.
New customers are the lifeblood of successful businesses. At least, that is a belief that many business owners have internalized. You can see it in their actions. For example, SocialMediaToday reports that 7 million advertisers spent $10.1 billion on pay-per-click online ads in the year 2017 alone.
For more experienced business owners, though, a different goal reigns supreme: turning one-time shoppers into lifetime buyers. Early on, businesses focus on generating leads. Established[...]
If you’ve got the best customer service and support team on the planet, even they won’t be able to help customers effectively without the right tools at their disposal. For great customer service, you’ll need tools that your whole team can use to accomplish everything needed to treat customers great and delivery them exactly what they need, whether it’s fast answers to a question or a quick resolution to their issues. Today, we’re going to go through some of the top eCommerce customer[...]
Today, every marketer is looking to create meaningful connections with consumers for a lasting bond that, over time, converts them into loyal customers. With the rise of direct-to-consumer brands, it is clear that shoppers today want to interact with your company and feel like they are part of a tribe. In fact, 65 percent of people say they feel an emotional connection with a brand or business because they think that the brand cares about them. By optimizing your customer engagement across[...]
You’ve purchased a radio, but for some reason you just can’t get it to work. It’s still under warranty, so the logical thing to do is call the manufacturer.
After an hour on hold, listening to elevator music, you give up. You then decide to email the company but the email bounces.
As a last-ditch attempt you reach out via their Facebook page, only to be met with silence. Not even an automated acknowledgement of your message.
Infuriated, you vow to never, ever buy anything from this brand[...]
Your European customers may have a right to be forgotten, making your business responsible for capturing, tracking, and logging any valid removal requests.
The European Union's recently enacted General Data Protection Regulation (GDPR) requires businesses to erase an individual's personal data upon request when certain circumstances apply.
This right to erasure or right to be forgotten is found in Article 17 of the GDPR. While there are some exceptions — for the completion of a contract,[...]
Having a solid returns process in place is critical to ecommerce success - and businesses that aren’t prepared will be left behind.
But the costs have also surged. With deliveries estimated to cost $550 billion by 2020 - 75% more than four years previous.
All leaving the average retailer needing to offer hassle free returns to stay competitive, but[...]
The difference between a one-time customer and a lifelong customer is the relationship you’ve built together.
It may be time-consuming, but with the right strategies, building meaningful and long-lasting relationships with your customers is an easy process. Meet them where and how they want to be met, and you’d be surprised how much more value that customer will provide to your business.
We have created a list of 7 helpful tools that will enable you to maintain successful and profitable[...]
Live Chat vs Messaging Apps
With so many customers visiting your website, it’s not always easy to keep track of everyone’s request, which is why about 21% of live chat interactions go unnoticed. The average response time for a live chat is 3 minutes, and with the increasing expectation in instant replies, it’s just not enough time to accommodate most customer requests.
Instead of becoming a useful tool to bolster customer experience, live chat often becomes a burden for companies and a[...]
In today’s competitive landscape, brands see customer loyalty programs as one of the key facilitators to grow their business. According to the research group Colloquy, there are 2.65 billion loyalty program memberships in the U.S. alone. In fact, companies spend a staggering $2 billion on loyalty programs every year.
Although companies embark on these initiatives with great enthusiasm, they aren’t really aware of how well their loyalty programs are working. That’s because most businesses[...]
Customer Service | 7 min read
From May 25th 2018, the European Union will be enforcing the General Data Protection Regulation (GDPR). While the law is designed to protect the personal data of EU citizens, the act is the first of its kind in a number of ways: it applies to all organizations with which EU residents can interact; compliance will be enforced globally; and fines will be far higher than existing rules.
With time running out to fulfill the new regulations before they are brought into effect, Sage have compiled[...]
Building an e-store relies heavily on the products you’re selling and the financial elements of the business. However, there’s another feature that can help you master the former two bits of your eCommerce business – customer awareness. This concept refers to the degree to which your potential buyers are aware of the existence of your eCommerce brand.
This is a two-way relationship.
On the one hand, eCommerce entrepreneurs are aiming at spreading the word about their brand and increasing[...]
Most customers these days are used to shopping online, and they generally know what to expect. However, these expectations can work against you if your store operates any differently than how the customer thinks it will. If you lay out your store policies in an easy-to read format, and in an easy-to-find location on your website, you can help avoid misunderstandings with your customers and keep them satisfied.
Guest post by Michael Lazar.
Every December, consumers pad the pockets of online retailers worldwide as they shop for holiday gifts for their loved ones. For 2017, experts at the National Retail Federation and Internet Retailer have predicted that there will be double-digit growth from the same time last year, with at least a 19% increase in worldwide sales being forecasted.
As the holiday shopping rush settles end of December, retailers cope with the litany of reverse logistics that follow.[...]
Let's face it — returns are no fun, but there's always a chance they'll happen.
No matter how informative your product descriptions, how high-quality your images, and how great overall your products are, you'll still need to deal with customers who want to return their purchase.
In fact, some customers deliberately buy multiple variants of a product — usually clothing — intending to keep only one and return the rest!
The use of an RMA (Return Merchandise Authorization) system to handle[...]
Understanding your customer is one of the most important goals for any business, whether eCommerce or brick-and-mortar. The knowledge of what motivates your customers will help you build a solid strategy for forming good relationships with them. Among other things, you need to know what they like and dislike, why they prefer certain products over others, and why they sometimes return their purchases.
Store credits are more than just a substitute for a cash refund. They're a powerful customer service tool that can open up new ways for you to process returns. The way you implement store credits as a customer service strategy should depend on what you sell and what your customer base is like, but if you've been thinking of store credits as a "weak" version of a refund, it's time to reevaluate what they can do for your business. In fact, store credits should be considered a vital component[...]