Brands that are running online know how crucial it is for them to retain and attract customers to their products or services. But the virtual shopping market is competitive and customers’ expectations constantly grow and change based on different factors. And when brands fail to meet these demands, they lose customers which isn’t good for business.
You could have the best products or services in the world, and you could still be losing customers. It is important for you to get to the bottom of it before your brand loses its credibility. Following are some of the factors your brand can consider to make sure you don’t lose any more customers.
Are You Providing Quality Online Customer Service?
Your online customer service team is the connection between your customers and the brand. They also possess brand knowledge and are able to answer any queries regarding your brand’s products or services. If your customer service team is not able to answer the customers’ queries, there is something lacking on their part.
There is a reason why brands like AT&T rank best in customer satisfaction. Apart from delivering high-quality internet speeds, AT&T customer service is able to meet all the requirements needed to be the best i.e. providing multiple mediums for communication, responding to queries at a pace, 24/7 service, addressing concerns, and successfully being able to resolve them. To know more about AT&T internet, visit now.
As long as your customer service team is paying attention to your customers and responding to their queries in an appropriate manner, your brand will continue to stay in the good books of your customers.
Are You Active on Social Media?
If you are not posting content on your social media platforms, you are not communicating with your customers. Consistently creating content on your social media will allow customers to learn the latest updates about your products or services. It will also attract new customers to your brand.
It also matters what kind of content you are posting. If there is a dry copy, grammar mistakes, syntax errors, stock images, etc. users will immediately scroll past your social media platforms.
Also, try and make a separate social media account that is dedicated mainly to resolving customer service issues. That will make it easier for your brand’s social media managers and customer service teams to carry out their jobs.
Is the Website Interface Sorted?
It can be a chore to navigate through an online store than through a brick-and-mortar shop that has a salesman on standby all the time. If users cannot find the required products on your website, they are more likely to not come back again.
Make sure that the home page of your online store has a navigation bar, containing labels and categories of your products for customers to choose from. Organizing them in categories will help customers easily understand where each product is. In some scenarios, you might want to consider secondary categories such as colors, size, etc. Another important tip is to limit the number of your products being shown on a webpage to make it seem visually appealing to your customers.
Too Many Pop-ups on your Website?
Imagine clicking on an item on a website only to have a new page on a new window pop up on your screen that is not even relevant to what you just clicked on. Yeah, that is annoying. Most websites have pop-ups like these and if they get too annoying, you never really visit that website again.
That is also how your customers feel when they are visiting your website. If it has too many ads or pop-ups, they might feel reluctant to visit again. You need to make sure that only relevant ads or pop-ups show on your website.
Can Customers Go Through Your Website on their Device of Choice?
In the age of the internet, everything is available to internet users on their smartphones. So it is natural for them to expect the whole online shopping experience on their smartphones too.
If your website layout is too difficult to navigate through smartphones, your customers may just forego making any purchase. And if your competitors’ website is able to fulfill the same requirement, they will definitely make a purchase from them and you don’t want that. Make sure that your website is mobile-friendly and can be navigated through any kind of device.
Are You Transparent with Your Customers?
A customer scrolls through your website, adds a product to a cart, makes an online payment, and then checks out. Hours later, he receives a call that the product has run out. Now you are stuck facing a frustrated customer who really wanted the item and trying to figure out a way to refund them even though your brand has a no-refund policy. All of this could have been simply avoided if there was a label on the item that it is out of stock.
Make sure your website is up-to-date and has all the required information so that future problems like these can be avoided.
Are You Making the most of the new Technology?
Brands also experience a decline in their sales if the technology they are using is outdated and not up to par. Having a really slow website, failure to use required technology, not harnessing the full potential of an internet connection, etc. are also some of the reasons why you might be losing your customers.
Your brand needs to be using the newest and required technology to attract customers and communicate with them. Conduct online surveys to collect customers’ feedback. Make sure you are using the latest website interface so that it doesn’t run slow. Use online chat because customers don’t prefer phone conversations anymore. Figure out where you are lacking as a brand and do the due diligence.
While it is true that you cannot keep every customer happy, it is important that you avoid doing anything that will make you lose them. Your brand needs to have proper marketing techniques in place for your social media platforms and website. It is also essential for your brand to keep an eye on your competitors’ online marketing strategies.