As an ecommerce retailer, you strive to provide the best customer experience. After all, positive customer experiences is what drives loyalty and return business. If a customer is not happy with your online shopping experience, your customer service, or your product, they can easily switch to your competitor. That's a lot of variables you need to master in order to ensure your customers keep coming back and buying from you.
Did you know less than 15% of shoppers are comfortable making expensive purchases online? Offering product protection like Mulberry helps customers perceive your brand as more trustworthy.
Here are some of the most common customer complaints and how your business can stay ahead of the curve:
1. Setting lofty expectations: One of the biggest customer complaints is that companies set unrealistic expectations and are unable to deliver. If your company promises an unachievable delivery date or to reply to any email or chat within an hour, failure to meet these expectations results in your customer losing trust. IE: Instead of stating the reply time goal as 1 hour, make it something more realistic and then have an internal business goal to reply within minutes. You can also leverage AI tools to improve your customer service experience. Your customer will be impressed at how quickly your team has responded, and as a business you will have exceeded the expectation you set.
2. Compromising on quality: Inflation is putting a strain on everyone's budgets, and making consumers more conscious of finding the balance between getting a deal, and getting a product that will last. Customers are holding on to their products longer and deferring unnecessary purchases. From the business perspective, retail competition is fierce, and businesses have to squeeze their margins to offer competitive pricing. For some businesses, this means the quality of products or services may suffer as a result. Let us worry about accidental damages to products your customers buy. When you offer Mulberry product protection on your website, your customers can protect everything they buy with an extended warranty.
3. Slow resolution times: No one enjoys waiting. Whether it is at a subway queue, checkout line, a restaurant or on a call with a customer service representative when they have an issue. Having a systematic online process to resolve your customer issues quickly is critical to maintaining happy customers. With Mulberry, filing a claim is as simple as logging in to the customer dashboard and clicking on 'File a Claim.' Claims can be submitted via chat, and representatives are available should customers need assistance. We take care of issue, whether it requires a repair, replacement, or reimbursement.
4. Having strict return policies: Many customers want to test products out before they make a purchase. Some leading mattress brands provide 120 days trial period, fitness companies offer 7-day trials, even computer software companies give free trials. What happens after the trial period when the customer is unhappy or wants to return the product? Often companies make it difficult to end the trial or have strict rules about cancellation policies. If you offer a trial period, ensure you have a process in place that allows a smooth transaction for your customer should they choose to return the product.
The customer experience you provide both during the shopping experience and post-purchase has a direct impact on your bottom line. Create loyal, repeat customers by making it easy for them to shop with you, and easy to work with your company post-purchase if an issue arises. For the best post-purchase experience, leverage Mulberry to handle your customers' product issues.
