How to provide good customer service even in retail

The advent of an online platform has profoundly changed commerce, imposing internal changes and alterations in strategies, even for retail stores. Many physical points have had to adapt to this new context, creating websites and e-commerce sites to merge online and offline.

While it is true that most purchases are made on the web, it is also true that consumers still want to be followed during their purchases, receiving the same services online as in a physical store. Hence, online customer service has become a fundamental tool for retailers, who transfer part of their commerce online.

To understand how to implement your company's services with an effective customer service, you can rely on us at We Are Fiber.

Efficient customer service - the only way to differentiate yourself from competitors

Many of today's markets are saturated and it becomes difficult to find a virgin industry to explore. How do you differentiate yourself from your competitors? The answer lies with a customer care service tailored to each individual customer, who then feels treated as a person and not a number.

Studies confirm that a consumer will turn to another brand after a bad customer service experience. On the contrary, a user who is pampered and finds the solution to his or her problems with the help of an efficient customer support service, will become loyal and continue to buy from that brand.

Many users even value customer experience more than product quality, and are willing to stick with a brand they trust, even when it means higher prices than the competition.

This makes one understand how important customer service is, a tool to be used with extreme care to conquer and retain your target audience. 

The importance of loyalty

Retaining customers means shaping a customer care service based on their needs, and creating a sales experience based on preferences. It is estimated that it is easier to sell to a loyal customer, while attracting a new consumer is much more expensive.

Loyalty leads to a number of benefits, such as cost reduction and an increase in brand value. The more the shopping experiences are made unique and personalized, the more loyalty increases.

A loyal customer feeds positive word of mouth, which continues to be a very important tool, especially because its spread on the web can become viral.

Many companies, with a vision that is a little too old-fashioned and obsolete, continue to follow traditional strategies that are not in step with the times. After all, the purchasing habits of the customer have changed, becoming increasingly demanding and demonstrating an eagerness to buy a product following a process shaped by his or her needs.

For this reason, it is advisable to rely on innovative tools that:

• offer interchangeable experiences between online and offline; 
• enable consumers to make purchasing decisions quickly;
• show different types of purchases;
• allow customers to choose the most suitable shopping experience according to their preferences.

Why is it important to outsource customer service?

After highlighting the importance of excellent customer service, it is time to figure out how to achieve a level as close to perfection as possible. In this regard, more and more companies rely on outsourced customer service for various reasons.

Customer service cannot be improvised, but is a service that must be entrusted to competent and qualified personnel. This means two things: you have to allocate a part of your human resources to this service, generating waste of workforce, and, of course, you have to bear the costs for training and updates.

By contacting specialized companies, like We Are Fiber, you allow your employees to focus on the company's core business and avoid wasting time, money and energy. In fact, we employ highly qualified and trained personnel, ready to face any challenge and professionally support your customers, regardless of the sector in which you operate.

In this way, you can provide personalized customer service to understand the problems and needs of each consumer, making them feel important and increasing the level of loyalty.

Proactive assistance

Modern customer service has changed dramatically and is not limited solely to the act of selling. The customer must be supported before, during and after the purchase, so your team must be dedicated exclusively to assistance, so as to build a lasting relationship over time.

In fact, today we talk about proactive assistance, which is not limited to answering customer questions, but anticipates their needs by proposing possible solutions to a specific problem. Perhaps a customer abandons a cart because the shipping costs are too high, or because payment with a certain card is not available. In these cases, the team contacts the customer to propose an alternative solution and resolve the obstacle.

We Are Fiber is by your side as a trusted partner to take care of your customers, giving you the freedom to focus on your primary skills. To get a quote, a consultation, or simply to come to understand the world of We Are Fiber, get in touch with us.

Contact We Are Fiber