rxsolutions
March 19th, 2010, 04:21 AM
Hello Fellas,
If you must have read my earlier post how to select a Domain Name , you shall now be intrested in knowing once the traffic comes to your stores or shop how you can keep the customers happy.
Customers are Also Humans - Nico :)
The above line is simple but it answers most of the questions pertaining to the customer support which is another area of importance in this business.
If your support is good and keeps upbeated with the customers then you have very rare chances of getting issues from your merchants and will be getting good number of re-orders ( Importance of which we all know :) )
Well I have seen many pharmacies online which send 1000's of bulk mails to tens of thousands of people , of which i think the converting ratio is mostly 20-30% depending upon a lot of factors tough....
Anyways .. coming back to the customer support..
First you need understand what kind of customers are coming to your store.
This can be identified by looking at their orders and contacting them by emails or phone.
Once you have identified their nature you need to make sure they feel comfortable communicating with you becasue most of them are in real needs of these meds so they can wait for some time and pay some higher amounts but need proper communications from the support team.
Your support team is very IMP and should be well equipped with Quality Staff which knows the meaning of CUSTOMER SATISFACTION ---- Yes i Repeat CUSTOMER SATISFACTION , becasue ideally it is the support person who can Make or Break the game.
Becasue a person sitting miles away giving you his credit cards details feels more worried when he is not sure what kind of stuff he is going to receive IF he is ordering through for the 1st time.
I have seen my clients getting orders from same set of customers from past more than 4-5 years NOW thats a very Good thing.
So to summarize the Post :-
1) You should know your customers
2) Have good Communication staff
3) Should be prompt so that they know Its Real there .
4) Always try to say to the Customers they are right ! :) ( I know most of the times they are not , but they are paying your bills )
hehe
Incase you like this post pls add your comments.
Incase you have any questions please feel free to post here.
Thanks,
Nico$ :)
If you must have read my earlier post how to select a Domain Name , you shall now be intrested in knowing once the traffic comes to your stores or shop how you can keep the customers happy.
Customers are Also Humans - Nico :)
The above line is simple but it answers most of the questions pertaining to the customer support which is another area of importance in this business.
If your support is good and keeps upbeated with the customers then you have very rare chances of getting issues from your merchants and will be getting good number of re-orders ( Importance of which we all know :) )
Well I have seen many pharmacies online which send 1000's of bulk mails to tens of thousands of people , of which i think the converting ratio is mostly 20-30% depending upon a lot of factors tough....
Anyways .. coming back to the customer support..
First you need understand what kind of customers are coming to your store.
This can be identified by looking at their orders and contacting them by emails or phone.
Once you have identified their nature you need to make sure they feel comfortable communicating with you becasue most of them are in real needs of these meds so they can wait for some time and pay some higher amounts but need proper communications from the support team.
Your support team is very IMP and should be well equipped with Quality Staff which knows the meaning of CUSTOMER SATISFACTION ---- Yes i Repeat CUSTOMER SATISFACTION , becasue ideally it is the support person who can Make or Break the game.
Becasue a person sitting miles away giving you his credit cards details feels more worried when he is not sure what kind of stuff he is going to receive IF he is ordering through for the 1st time.
I have seen my clients getting orders from same set of customers from past more than 4-5 years NOW thats a very Good thing.
So to summarize the Post :-
1) You should know your customers
2) Have good Communication staff
3) Should be prompt so that they know Its Real there .
4) Always try to say to the Customers they are right ! :) ( I know most of the times they are not , but they are paying your bills )
hehe
Incase you like this post pls add your comments.
Incase you have any questions please feel free to post here.
Thanks,
Nico$ :)