Any company has the ability to build strong customer relationships. Of course, some companies may need to put in a lot of effort in the creative department, but it can be done! Whether your e-commerce business is to provide customers with data analysis or provide customers with handmade soap, your business has the ability to build customer relationships.
What does each customer appreciate?
A personalizedExperience, Need to consider their time, needs and desires.
Strong customer relationships are not limited to physical business. E-commerce companies can also create personalized and meaningful digital customer experiences.
When shopping online, people are attracted by the simple and simplified process. Your business can still provide impressive details at every stage of the customer’s shopping experience.
This is how your team can deepen customer relationships in an e-commerce business.
Use social media as a customer service tool
Make a deep first impression on new customers and care that existing customers need excellent customer service. This is not surprising, but the logistics of maintaining a high profile with customers seems to be a difficult navigation path. Although it may be tricky, the first impression will be indispensable for building customer trust. Most e-commerce companies rely heavily on their social media accounts to promote sales and establish connections with new customers.
Why bring customer service to your social media accounts?
Customers have been shopping on social media and are eager to shop because you are already advertising. It's a good idea to monetize these social media accounts by combining your efforts into a well-functioning customer service center! Think of customer service in the social media field as a bridge. Advertising will arouse people's interest, and allowing in-app purchases will lead to sales. However, your business may never see the customer again. If you want to keep customers, providing personalized customer service will bridge the gap between customers who know the product and those who know the customer.
ForbesEmphasizes the importance of fine-tuning your customer service experience. "...Response time is critical, because three-fifths of customers are unable to complete a purchase due to poor customer service."
Understanding your customer relationship management will help build loyalty and maintain customer trust.
Participate in the chatbot
If you have integrated on the corporate Facebook pageChatbot, Your e-commerce business will quickly increase customer satisfaction. Customers want instant feedback when interacting with chatbots. Chatbots are great because they can act as placeholders until they are represented during work hours. They can also be customized to display common questions after their initial welcome message.
Of course, the key word here is"participate".
If you want your customers to interact with the chatbot as they do with actual customer service representatives, the interaction process must be seamless and helpful. Chatbots are great in theory, but if you don’t personalize them for your e-commerce business, they seem to be bots.
Chatbots can lay a good foundation for establishing customer relationships in e-commerce businesses. In the ManyChat dashboard, you can set up a chatbot to help you when you are out.
Personalized communication
Another great way to interact with customers is to personalize the communications that the company distributes to all types of customers. Here are some areas where your e-commerce business can be personalized:
- Email sequence.Your email sorting tool will allow you to personalize emails with customer names in the subject line and initial greeting. You can also include the customer’s name in the body of the email. These emails are great for making customers feel appreciated and appreciated.
Or, if a lot of your traffic comes from social media, you can set up a streaming campaign to train visitors to become paying customers. Please consult the ManyChat dashboard for a complete list of templates available here.
- SMS.You can personalize SMS messages from e-commerce businesses by including the customer’s name. Similar to email, but on a smaller scale, SMS messaging allows you to quickly send information about upcoming sales, or just show customer appreciation.
- The chatbot pop-up window.We talked about the importance of chatbots in promoting customer engagement in your business. There are several ways to personalize the customer journey through chatbots. If you want to move from bot interaction to personalized interaction, program the chatbot to ask specific questions. Consider asking customers what they are looking for, their needs, their experience with products or services, their goals or concerns, etc. Use your e-commerce niche to inspire the creation of chatbot conversations. Make sure the questions are relevant and in a reasonable order.
- Suggested items in the shopping cart.This is usually the norm, but it is worth having. Unfortunately, if an e-commerce site is too crowded and difficult to navigate, customers will miss quality products, and businesses will obviously miss sales. Suggesting products at checkout is a great tool, it can show current customers that you are aware of their interest, even if it is automatically generated.
- social mediaComment and interact.Having a personal touch on social media is very important for building loyalty with customers. Interact with customers to deepen your understanding of customer interests and concerns. Social media may be the second best option to visit customers face-to-face. Take some time to respond to comments on your business page and praise those loyal customers who comment and share your products or services.
Create a simple culture
Customers should be able to clearly understand your e-commerce business’s return policy, shipping standards, ways to contact customer service, and general business practices related to customers. Keep these policies simple and clear, and point directly to your website, social media, and customer service. Part of building long-term relationships and rapport with customers is transparency.
One aspect of creating a simple culture is practice consistency. Your team should understand and have access to all strategies so that they can help create comprehensive continuity.
A simple culture is also closely related to personalized communication with loyal customers. What is important is that current customers can easily opt out of newsletters, general e-mail and SMS messaging. The unsubscribe option should be easy to discover and contain rules on how to do this.
visible
Every customer relationship management tool we mentioned has a role in building strong customer relationships, but it is no different from letting your customers see the real you and your real team. People desire interaction and authenticity between humans, especially when they choose to buy the business.
An example we can use to clarify the main points here is to take a moment to think about the e-commerce business we respect. They probably won your approval through some authenticity. Whether it is to show their positive personality live on Instagram or publicly disclose all the ingredients in the protein powder they make, e-commerce companies rely on being seen.
It is very worthwhile to let your marketing team develop strategies based entirely on their own business. This strategy will go beyond the brand andsellProduct orChatbot service. How will you show your customers that you reflect the value of your business? How will you use these values to build customer loyalty? Here are some goals to help you get started:
- Live regularly on Facebook and Instagram.This can be sharing interesting facts, just say hello to your customer base, make an announcement or ask a question and answer with returning customers. This provides an opportunity to get valuable customer feedback and evaluate customer satisfaction, which can help you on your way to success.
- Create a YouTube channel.This is a good choice for e-commerce companies that specialize in topics or skills. For example, virtual yoga studios will flourish, producing YouTube videos that provide free yoga procedures and meditations. Does your company have enough valuable content to run a YouTube channel for a long time? If you do this, it is worth the investment! Linking your channel to all social media platforms and websites will increase your chances of establishing social channels.
- Create unique content.Customers want to see the real you, but they also want the content to be useful. Creating unique content can be something like "Monday Mantra" or "Thursday Giveaway". If customers see you regularly "show up" for them, that will translate into a stronger connection with you and your brand.
Important points
The basic skills for establishing relationships with customers in e-commerce are consistency and authenticity. It takes time and effort to build a consistent and authentic customer base. The work you put in now will pay off. Ensure that customers get the most personalized communication. Customize the chatbot to make it less robotized by prompting practical questions for the actual conversation. Show your customers that you are a real person and that your business is run by a real person, so as to show your customers.
If you get stuck all the way, just ask yourself: "Which customer experience do I like best?" Show you the customers you care about! Your hard work will not be wasted. Not only will you win customers, but you will also win lifetime customers and build long-term relationships.
Source: https://manychat.com/blog/