3 Customer Service Tips to Increase Customer Retention

How Important is Customer Service?

 

Do you know how much the quality of customer service (CS) impact brand loyalty? According to Oberlo’s e-commerce report, 95% of online consumers consider satisfactory CS experience as a factor that can enhance brand loyalty.

 

 

In the online market especially, where there are a giant number of competitors selling similar products, this consumer tendency is more visible. With so many alternatives available, consumers see no need to use brands that provide unsatisfactory CS. Therefore, in online retail, customer service becomes particularly crucial. Thus, in this post, we’ll introduce three customer service tips that can increase customer retention.

 

1. Maintain consistent quality in customer service

 

Providing consistent quality customer service is essential for customer retention. This is because most consumers expect the same or improved service compared to their past experiences.

 

 

For example, if you were able to exchange your clothes for a different size last year at a certain online shop, then you would expect to be able to do the same this year as well. If that store refuses to do so this year, then you would get the feeling that the service quality went down. Like this, when consumer expectations and actual service experience don’t align, customer retention rates will inevitably decrease. Therefore, maintaining consistent quality is a crucial part of customer service.

 

2. Operate multiple channels to meet the needs of various customers

 

Due to the nature of e-commerce, online businesses often need to deal with a wide range of consumers. Therefore, it’s essential to have customer service that can reflect this diversity. One effective way to achieve this is by operating various communication channels.

 

 

For instance, suppose a store’s customer age spans from 20s to 60s. In such case, younger customers may prefer communication via social media platforms like Instagram, while older customers may prefer phone inquiries. If the store decides not to accept phone call inquiries, some customers may choose to leave due to the inconvenience. Therefore, operating multichannel communication that is tailored to customer preference is essential for customer retention. 

 

3. Establish a FAQ Page

 

The core of customer service is prompt response. To reduce the time customers spend waiting for answers to their inquiries, it’s advisable to create a FAQ page with frequently asked questions and their answers. If a customer can find answers to their questions or issues on this page, they won’t have to wait for a response. Ultimately, this convenience will lead to a better user experience. 

 

Enhancing Customer Satisfaction with Product Photos

 

The effective use of product photos can enhance customer satisfaction and improve user experience. With Draph Art, you can create product images that are easier for consumers to understand and have a more immersive experience. 

 

Multipack Photos

 

If you sell lifestyle goods, you may frequently sell bundled products. On Draph Art, you can create product images that display the quantity of bundled products at a glance. Simply upload the original image of a single product to Draph Art and select the desired quantity, and Draph art’s AI will automatically generate the multipack photo you want.

 

Mannequin Models

 

If you’re selling clothing or fashion accessories, you may use mannequins to display them. With Draph Art, you can replace mannequins with models, providing customers with a more immersive experience. 

 

In addition to these two services, Draph Art offers various features to create effective product photos. Enhance the user experience of your online store with Draph Art!