5 Things eCommerce Customers Don’t Want to Happen When They Shop

May 15th, 2018
By Cheryl Reinertsen

Exceptional customer service is critical for your eCommerce business, and it can determine whether you get sales or good references. Customers appreciate when a website is helpful and gives them information they’re looking for – and that’s where they’ll shop. As you know, not all web stores are created equal, so make sure these 5 things don’t happen with your eCommerce business.

No option to buy online and pick up in store. I often look for this option, and sometimes I’m disappointed when it’s not available. This option is becoming more common, and is often expected for larger retailers. If you offer this option, make it easy, efficient, and fast.
Not knowing about your product. It’s very important that your customer service reps can answer any questions customers ask about the products you sell.
No Reviews. It’s well-known that consumers research businesses and products before they buy. How else can customers make an informed purchase decision?After a customer’s order is delivered, send a series of Email messages that thank the customer and ask for a review. Be sure to provide links that are as convenient as possible, and format your review page so it is quick to submit. And remember – if your customers take the time to send their valuable opinions, make sure to review and display them as soon as possible!
No contact information available – or it’s hard to find. Too often, online businesses use Email as the only means of contact, or a phone number is not easy to find. If shoppers have a question about your business or products, or a problem navigating your site, make sure you can help without making them wait. Customer Service should always be at your customers’ fingertips. Make sure your customers can reach you immediately with any questions. Display your phone number where it can be easily and quickly seen. If shoppers have questions or problems navigating your site, make sure you can help without making them wait.
Not listening to your customers. Word of mouth can be the best form of reference. It can also be the worst. Whether someone is asking neighbors if they know a good plumber or roofer or telling neighbors about their plumber or roofer, personal experiences spread fast. Respond to your customers when they reach out to you. If your customers are on social media (or if you want to attract customers who are on social media), your business must be there too.