What turns a customer off a business quickly? Poor customer service and unsatisfactory delivery services.
Regardless of how brilliant your product is, if it arrives damaged or late, this can irreparably harm your relationship with the customer and potentially damage your business reputation.
Most enterprises want and need repeat business from the same customers. Delivery is a critical part of the sales process, and every transaction can make or break the motivation to buy again from your business instead of your competitors.
If a customer chooses to take their business elsewhere due to a bad experience with your firm, getting their custom again will take damage control measures. While you can show your business cares by offering unhappy customers incentives, including free samples, or discounts it’s not a fix for unsatisfactory delivery service, which may occur again.
How To Improve Delivery Fulfillment
One way to ensure delivery is not letting your business down is to hire an expert order fulfillment company. Their role is to handle your shipping expertly and take over inventory management and eCommerce reporting. According to Redstagfulfillment.com omnichannel fulfillment is preferred by eCommerce sellers.
Omnichannel fulfillment provides a consistent approach to inventory management and what your customers experience irrespective of their purchasing brand or product. This results in a consistent delivery as well as returns service.
Building Better Customer Relationships
Customer service should be at the heart of your business, and it is a good idea to have a dedicated team. Even when using an order fulfillment provider, your customers will want to contact your firm regarding product and service enquiries.
If an issue arises with a product, then your customers should reach the customer service team with ease. Not only should it be easy to communicate with someone, but this person should be able to resolve the issue quickly and with professionalism.
Having a customer service phone line is very important. It has also become increasingly important that your customers can reach you online if that is their preference.
Data shows that people born between 1981 and 2000 generally believe that business phone calls are too time-consuming.
As many as 75% of these people are reluctant to make customer service phone calls to businesses as they do not have confidence in the efficiency of the process. Therefore, offering viable alternatives is essential to serving this demographic.
Adding a live chat function to your website is one of the best ways to offer excellent real-time customer service. Or a chatbot that can provide first-line support 24 hours a day.
Maintaining Your Reputation
It may sometimes be the case that you have to take a small financial hit to preserve your excellent business reputation.
Offering to send a replacement for an item damaged during delivery will be the best way to ensure the customer continues to view your company positively. They might share this experience with their online network, so how you handle it is important.
Negative reviews online can harm your business, and you must work to maintain your positive reputation.
Be the Best
You will soon find that there are many ways that you can set yourself apart from your competitors. Although you may often be aware of
the ways in which you can do this, you might not always feel as though you have the time or the resources.
Creating an excellent position and reputation for yourself within your niche should always be a priority. Finding ways to overcome the barriers to doing this can lead to tremendous success for your business in the future.