Ecommerce has evolved through the years and now it is giving a tough competition to the physical retails businesses. Selling online also has its own pros and cons, that is the reason we see not all online sellers succeed in their attempt to make money by selling online. It is very important to understand the fact that in online selling, it is far more difficult to built a relation with the customer and retain trust. The only mantra for customer retention in ecommerce is by giving the customer an excellent shopping experience. It does not mean that the seller should only focus on getting orders and delivering it. There are lot of issues which crop up in between this process those are unpredictable and needs to be handled in a very tricky way. It does not take long for a customer to draw an impression about a seller and this may lead to losing a customer.
Here are some key points that the seller should keep in mind for his customers to have a great shopping experience.
It is of utmost importance to list the items for sale in a precise manner, with no wrong/ false information in terms of photos or texts. The listing should have complete information about product, delivery timelines, return policy and any other important information that the customer should know before purchasing the product. It is a lot more easier to make sure there are no errors in listing rather than rectifying the same after a customer complains.
Customer Query Handling
There are a lot of questions a customer has in mind before concluding that a particular product is the one that should be bought. Though the details mentioned in the listing is meant to answer all those questions, sometime the customer may just miss reading it or might have a query which the listing does not answer. These queries need to answered in a way that the customer feels the seller values its customers and knows what he is selling.
After-sales assistance is a crucial part where seller has the chance to mend things if anything has gone wrong. The customers usually raise complaints based on the product or shipping, but still we can retain the customer by offering the right solution at the right time