Running an online business on a marketplace like Shopee or Lazada is exciting but also challenging. With so much competition, how can you stand out? How can you get customers to buy from you again and again?
The secret is exceptional customer service. When you truly care about your customers, they'll care about you back.
At Lameco, we've helped over 1500 online sellers boost their business. We know first-hand that customer service is crucial for growth and success. In this post, I'll share 10 simple but powerful ways you can take better care of your marketplace customers. Follow these tips, and you'll see your sales, reviews, and loyalty skyrocket!
1. Respond Quickly
Imagine you message a seller with an urgent question. But they take 3 days to reply! Annoying right?
Fast response times show customers you value them. According to research by HubSpot, 42% of consumers expect a response within 60 minutes.
My tip? Commit to responding to messages within 1 hour during business hours. Set up notifications on your phone so you never miss an inquiry. Customers will be delighted by your quick replies.
2. Personalize Interactions
Treat each customer like a friend, not a faceless user. Use their name, ask about their day, and add a personal touch. This makes them feel valued as an individual. Small personalization signals you care. When fulfilling orders, include a handwritten "Thank You" note. Follow up on issues by name.
Using personalization boosts sales by an average of 19% according to Segment. So take the extra minute to personalize!
3. Listen Actively
Don't just wait for your turn to talk. Practice active listening skills:
- Give your full attention when customers are speaking. Don't interrupt.
- Paraphrase what they say to show you understand. For example, "Let me make sure I've got this right..."
- Ask follow-up questions to learn more.
When you listen closely, customers feel "heard" and develop trust. So take the time to listen actively, even when chatting online.
4. Offer Options
No one likes being forced into one rigid option. Provide choices to make customers feel in control.
Empower them by offering:
- Flexible delivery dates/times
- Optional add-ons like gift wrapping
- Exchanges if the product doesn't fit their needs
- Ways to provide feedback or ask questions
Giving options caters to different needs and preferences. Customers will appreciate the flexibility to choose.
5. Admit Mistakes
Don't hide or make excuses if something goes wrong. Own up to errors quickly and offer a sincere apology.
Saying "I'm sorry" shows you take responsibility for mistakes. Then explain how you'll make it right. Perhaps a refund, re-delivery, or gift voucher.
Admitting fault seems counterintuitive but builds trust. Customers will respect your honesty and see you care about correcting errors.
6. Surprise and Delight
Going above-and-beyond expectations demonstrates extra care for customers. Think of ways to pleasantly surprise them:
- Handwritten thank you notes
- Free gift additions like product samples
- Occasional discounts or upgrades
- Notification of sales and new arrivals
Small delights make customers smile while shopping with you. Who doesn't love a surprise?
7. Ask for Feedback
Actively ask for customer opinions, reviews, and suggestions. This shows you value their perspective.
Send quick surveys about their purchase experience. Monitor product reviews closely. Make it easy to submit feedback on your store or social media. Then publicly thank customers who take the time to help you improve.
Constructive feedback helps you address problems and serve customers better. So ask for it!
8. Solve Issues Quickly
No business is perfect. When issues inevitably occur, focus on fast solutions.
Empower staff to handle complaints quickly. Apologize sincerely then brainstorm remedies. Offer refunds, replacements, or vouchers. Solve issues promptly, even if it costs you initially. Research shows 95% of unhappy customers will return if you address complaints well.
Fixing problems quickly retains loyal customers who know you stand behind your product.
9. Follow Up
Caring about customers doesn't end after purchase. Schedule follow-ups to show ongoing interest and support.
Email new buyers asking how they're enjoying the product. Check if they need any help or accessories. Follow up on issues to ensure they've been fully resolved. Ask for feedback on how you handled problems.
Simple follow-up shows customers you care about their long-term experience. It also builds rapport for future purchases.
10. Say Thank You
This simple phrase means so much. Thank customers sincerely and frequently.
When they order, say thanks. After a call or chat, express your gratitude for their time. Send a thank you email or note after delivery. And thank customers again in any follow-ups. Gratitude makes people feel valued. The two magic words “Thank you” go a long way in building loyalty.
Show Customers You Care
The key to standing out and succeeding in e-commerce is caring customer service. When you wow customers with quick response times, personalization, and sincere attention to their needs, you build lifelong loyalty.
Follow the 10 tips in this post to take your customer care to the next level. Do you have any other ways you delight your customers? I'd love to hear your secrets to success in the comments!
To learn more ways to boost your online business, be sure to subscribe to our newsletter below. And if you need help managing your marketplace store operations, Lameco can help. We have e-commerce experts on hand to provide end-to-end solutions tailored for your business success.
Now get out there, treat your customers like VIPs, and watch your sales take off! Smile, take a deep breath, and have fun making someone's day.