Are you looking for effective ways to increase sales in your e-shop? Do you want to build long-lasting relationships with buyers, but don't know how to go about it? We have good news for you! You don't need a complicated strategy and expensive tools to gain customer loyalty - the secret is flawless and professional service! Sounds like a cliché? The matter is not at all as obvious as you might think. Find out the most effective ways to build customer relationships! 
Customer service - why does it matter so much?
With the growth of the e-commerce industry, Internet users are looking for tempting offers on the Internet - at any time, without leaving their home. Anyone who tries their hand at online selling soon discovers that there are also challenges hidden in the huge potential of the market. Competition is fierce, so low prices and a wide range of products are not always a recipe for success. Customers have increasingly high expectations - they want to shop quickly, seamlessly and with pleasure. They also count on efficient communication with the company if they have questions or problems placing an order. There is nothing worse than a shopping mishap and complicated return procedures causing additional stress. Many companies focus too much on implementing a sales strategy and planning marketing activities, forgetting how important Customer Service is. All consumers' experiences with a shop or brand influence their perception of the business, their loyalty and their subsequent purchasing decisions.If a shopper has been treated unpleasantly, waited a long time for a problem to be resolved or had a question that was not answered, they will use a competitor's offer next time. Customer service is therefore a key element in building good relationships and helps create the right brand image.
What is most important in serving customers?
If we want our company to be associated with excellent Customer Service, we should remember that every person has his or her own needs. Above all, customers expect us to be friendly, highly competent, show understanding, listen sincerely and provide professional assistance in solving their problems. It is worth remembering that professional Customer Service consists of a number of different activities for which we need to prepare ourselves. Periodic training of employees is a good idea.
Decalogue of customer service, or basic principles
Do you want to improve customer service in your company? Do you want to gain loyal shoppers who will come back to you for more products and recommend your shop to their friends? Then incorporate the following principles into your business:
- Show empathy and a positive attitude - there is always a human being on the other side with their own worries and emotions - this must never be forgotten.
- Facilitate communication - encourage recipients to contact your shop, this way they will know they can ask any question and it will not be a hassle.
- Maintain different lines of communication - Customers have different preferences - one prefers to call, another to email, another prefers personal contact. Give customers the opportunity to contact you in different ways and don't neglect any of them.
- React immediately - don't let messages linger in your email inbox and on Messenger - try to respond to enquiries as quickly as possible.
- Make customers feel special - A polite greeting, attentive listening and wishing you a good day are small gestures that make a big difference. They will make the person you are talking to feel much better and place their trust in you.
- Take responsibility for mistakes - What matters in building good customer relationships is taking responsibility for any mistakes that may happen to the best and there is nothing wrong with that. What matters is how you deal with them. Don't let your company put its reputation at risk - apologise to the buyer for the mistake and offer compensation (such as an attractive discount).
- Know your audience - In improving Customer Service and better marketing communication, it will certainly help to know the target group you are targeting. Personalisation is also not insignificant - save previous messages and conversations with buyers, remember their names.
- Try to advise, to the best of your ability - Successful selling is not just about getting the deal done. It should be about matching the product to the customer's needs first and foremost. Try to advise and get to know your product range well.
- Be patient - dealings with clients can sometimes throw you off balance - don't let your emotions override your professionalism.
- Thank you for your purchase and invite you to visit the site again - appreciate the fact that the customer has chosen your shop, it may be a good idea to offer a discount on subsequent purchases.
High-quality customer service is extremely important when running your own business. However, online shop owners must also pay attention to other aspects, such as a properly prepared website, taking care of the assortment and providing convenient payment and shipping methods. Orders placed by customers should arrive quickly and intact. At the same time, e-commerce entrepreneurs care about professional courier services and optimising shipping costs. Find out how the Subscriptions for companies offered by InPost work , and then fill in the form if you are interested in working together.
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- One contract for courier and Paczkomat shipments
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- Price guarantee for the duration of the contract
- Fuel surcharge included
- Dedicated post-sale support
* Net price per Paczkomat shipment in the Subscription 600 plan.
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