Customer interaction is a sore subject for many online stores. How many messages should I write, and where, in instant messengers or social networks, can I call? Is online chat enough for the user to get all the necessary information? In some cases, owners hire one or more people to provide customer interaction. But very often, competent Magento maintenance support will help solve most issues. First of all, you need to understand why you need to communicate with clients and why it is so important.
The Importance of Interaction Between an Online Store and Customers
All owners of trading platforms know that retaining an old client is several times cheaper than attracting a new one.
Regular customers bring a significant portion of their income. For the buyer to remember the service and customer experience, he must be reminded of himself. Why is this so important:
- increasing the loyalty of regular customers;
- attracting potential clients;
- analysis of customer interests to improve operations and expand the product base;
- a deeper understanding of the target audience and its needs to be used to build a marketing strategy.
If this is so important, you must constantly communicate with customers. Here, most resources make a huge mistake – they become intrusive. Letters by email, advertising brochures in a real mailbox, SMS, messages on social networks, instant messengers, and even calls. Such stories always end the same way – the buyer tries to forget about his interaction with this store as if it were a bad dream. Therefore, we will look at the basic principles a portal should use to interact with clients.
How to Properly Build Interaction with Clients
Both global e-commerce giants and successful local online stores use several principles.
We will look at four main ones.
Understanding Customers
Many will think that this is a hackneyed cliché. But here, something new is proposed. Every owner and employee of an online trading platform is himself a client of other stores. It will be very useful to analyze your own experience, find the positive and negative aspects of interaction, and take them into account. You need to think: How do I want to be treated as a client? I will transfer this experience to my communication with customers or service providers.
Integrity
When communicating, you need to be transparent and diligent. If a client has a problem, the employee should try to solve it and not get off with monotonous, empty SMS and promises. Integrity should be one of the basic principles at any stage of contact with the buyer.
To Ask Questions
Those who want answers ask questions. Customer feedback and their responses should form the basis of the development strategy. Besides, people love to give advice and teach; why not take advantage of this?
Humanity
Even if a company has a strictly defined “tone of voice,” it is not always appropriate when communicating with clients. A person comes to a salesperson with a problem that can be solved with a product or service. So why answer questions that concern the buyer in dry, official language?
The main thing is to love and respect your clients, their time, and their interests. Then, the communication strategy will be built easily, naturally, and, most importantly, effectively.
