It is vital for the client to receive a notification that his order is being processed. This is how our psychology works: ignorance – worst and angry. You can notify the client that the order has been accepted for processing using a short SMS message or letter.
It is better to use both communication channels. In the letter, state all the details of the order:
- Name, part code, manufacturer;
- Cost, delivery time, form of payment;
- Details for payment and sending the order.
Do not forget to specify your contact details in detail, providing the opportunity to go to website of the online store or to your personal account directly from the letter. Perhaps the client wants to change something. In this case, convenience and efficiency are valued. This is how the world works, we are all in a hurry somewhere, so we don’t like to waste time searching. The fewer buttons your client presses, the better for both of you.
Write that the manager will contact you to clarify the details. The client must be confident that he will receive exactly what he ordered, on time and at a pre-announced cost. Send a short message to your mobile number about the change in the status of the order, indicating that the details are contained in the letter. The probability that the buyer will see the SMS before the letter exceeds 80%.
Call me, call me
This notification can be sent before or after a personal conversation with the client, but not instead.
No even the longest and most detailed letter can replace a personal consultation with a specialist. A constructive dialogue with a manager or salesperson helps you make the right choice, make the final decision, and influences the overall impression of your store. If you succeed in making the client fall in love with you, he will certainly return again. There is no better buyer than a permanent one.
Communicating with a client by phone solves several problems at once and greatly simplifies the process of interaction between the seller and the buyer.
Professionalism and trust
A qualified consultation helps to make sure that the choice is right. The manager provides an opportunity to "feel" product – this is exactly what the e-commerce direction lacks. 56% of our compatriots refuse to buy via the Internet due to lack of information. Feedback from previous customers about a particular product also helps to fill the information gap.
Trust – the basis of the relationship between the seller and the buyer, who first met on the network. Telephone conversation – one of the best ways to convince the client of your professionalism and desire to work in the long term. It is simply impossible not to take advantage of this!
Politeness
A manager's address to a client should certainly begin with a greeting and clarify how convenient it is for him to speak now. The well-known company ServiceGroup recently conducted research that confirmed the value of polite communication. 60% of respondents noted the politeness of the staff as "important", 31% — «critical».
Be sure to specify the smallest details, from the characteristics of the goods to the terms of payment and delivery. This information is best prepared in advance. Be ready to answer additional questions regarding packaging, equipment, cost, delivery time, etc.
Troubleshooting
It is possible that customer service will fall entirely on your shoulders, because finding an intelligent manager is not so easy. In any case, recording a telephone conversation will help to assess the level of service. Listen to it on your own or together with the manager who made the call, put yourself in the place of the client and work on the mistakes.
If you manage to win the trust of the client, then there should be no problems with payment. Nevertheless, some analytics, you will find some useful tips about delivery and payment in the following article.
