E-commerce: retain your customers thanks to efficient after-sales service

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In e-commerce, attracting new customers is a long process. It requires a certain investment, both in terms of time and finances. However, once your customer has placed an order, the real challenge is to retain their loyalty.

A customer who trusts you orders more regularly and positions himself as an ambassador for your brand. He readily recommends you to his friends and is not stingy with superlatives about you. To achieve this level of customer loyalty, you must make your business relationship last beyond the act of purchase.

This is where your after-sales service comes in. It is available to the buyer to respond to any issues they may have after receiving their order. If your customer receives quality service, they will be more likely to repeat their purchases and contribute positively to your reputation. We therefore provide you with three tips for setting up an efficient after-sales service, which is essential for retaining your customers.

1. Multiply the points of contact
Your customers need to be able to interact with you easily , especially right after a purchase. This is where they will judge the effectiveness of your after-sales service. Your customers are demanding: they need to be able to count on you if they have questions or encounter a problem. If you don't deliver, they will stop buying and turn to the competition. In addition, online buyers tend to share their negative experiences more. 80% of disappointed or unhappy customers would advise their friends and family against the brand. Their satisfaction is therefore your top priority.

The quality of after-sales service depends, in part, on the ease with which you get in touch with them. This is why it is advisable to favor a multichannel approach . It allows you to adapt to the preferences and constraints of your customers. Telephone, e-mail and contact form should therefore be placed prominently on your e-commerce site. Social networks have also become essential tools for customer relations. Thanks to them, your buyers can communicate directly with you: this "humanizes" your company. Social networks create a close bond, appreciated by buyers, and all the more interesting in your loyalty approach. You can therefore integrate the use of social networks for the benefit of after-sales service in your Social Media strategy .

Whatever means of communication you choose, you must be able to manage them. Your responsiveness influences customer satisfaction . The shorter your response time, the more positive the impact on your brand image.

2. Manage returns effectively
Meeting your customers' requirements requires excellent internal organization. Your after-sales service must be available and attentive, but to be efficient, this must go hand in hand with good logistics. If your custome laos telegram data is not satisfied with what they have purchased, they must be able to return it, for an exchange or a refund. This is essential in e-commerce, since in France, 25% of products purchased online are returned .

This is why, before buying, Internet users are interested in the return policy of your online store . It is even a decisive purchasing criterion. 72% of buyers say they are ready to order more if returns are simple and easy. This is why many merchant sites highlight the possibility of making a "free return". This reassures Internet users and convinces them to validate their basket.

Making a return should be as hassle-free as possible . Your buyer will particularly appreciate being able to schedule a return independently, directly from their customer account. Automating return procedures is a mutually beneficial solution that works 24/7. To give the customer even more flexibility, you can offer them several return options (by post or via a relay point, for example).

Once the package is returned to your warehouse, the buyer expects an immediate refund. This is therefore an element to take into account to best satisfy your customer. At each stage, the after-sales service must ensure a simple, smooth and fast experience , up to their requirements.

3. Take advantage of customer reviews