As an eCommerce business owner, there are so many important aspects of running your business. From marketing and advertising, to payment processing and returns, you have a million things to think about and each one seems more important than the next. A key to creating a great experience for your customers and developing brand loyalty to your online store lies in providing excellent customer service. Studies show that over 50% of customers will not order from an online business again if they've had a bad customer service experience.
There are many great tools that can help you automate your company’s customer service, and some of them work fantastically, depending on your needs. But before you automate your entire customer service department, it's important to note that approximately 75% of consumers prefer interacting with a real person to a customer service bot - and they can almost always tell the difference. Customers also hold a high importance on how quickly you are responding to their questions and needs.
"50% of customers will not order from an online business again if they've had a bad customer service experience."
Very! The End, thx for tuning in! But in all seriousness, it's critical! Let's look at a couple of eCommerce customer service related stats:
"60% of online consumers report deserting a brand and switching to a competing company due to a poor customer service experience."
A major customer service problem a lot of online merchants run into relates to order fulfillment and shipping times. Online shoppers get pretty frustrated when packages take a long time to ship, they don't have accurate tracking, or an incorrect or damaged order was sent out. This creates headaches for you, a loss of repeat business due to a poor customer experience, and potentially bad reviews. Solving these issues is exactly what PackYak Fulfillment excels at.
Partnering with PackYak can eliminate a lot of these issues since they offer same day fulfillment for your eCommerce store, door-to-door tracking information, and a less than 2% error rate when it comes to picking, packing, and shipping products for your eCommerce store. When your online business starts to really succeed and your order volume becomes too much for you to handle, partnering with a 3PL or eCommerce Fulfillment center can help to eliminate all of the customer service headaches and logistics problems that can crop up when you see major volume increases. Get in touch with PackYak and get a free custom quote for services and consultation today to find out how PackYak eCommerce Fulfillment can help you alleviate the customer service problems you have due to slow and incorrect shipments.
We've covered a lot, and hopefully you now better understand how quality customer service can help take your eCommerce store to the next level. Providing your online shoppers quick and easy-to-use customer service options can help boost your sales, increase positive reviews, and create brand loyalists. If you're running into customer service problems due to your order fulfillment processes or partners, PackYak is a great option that specifically specializes in eCommerce fulfillment - PackYak knows the eCommerce business like the back of his hooves! Ultimately, providing a quality customer service solution for online shoppers is an investment in your business and its longevity. By putting quality customer service processes in place for your online storefront early on, you can create longtime brand ambassadors and repeat customers.
That's all for this week's edition of The New Yak Times, tune in next week and subscribe below!