Research shows that 80% of customers are more likely to make a purchase when brands offer exceptional customer support experience. Also, 71% of customers recommend a product or service and 86% are willing to pay more for an amazing customer experience. This will significantly have a huge impact on the success of your dropshipping business. Continue reading to know how to provide exceptional customer support for your dropshipping business.
Know Your Product
As a dropshipper, you spend all day troubleshooting for customers, and that means you need to be a product expert. Expansive knowledge of your product is an essential customer support skill. Ideally, you should believe in your product, be able to discuss features and insightfully use cases, and show your customers how the product can benefit them. Your job is to help your customers get the most out of their purchases and feel like they have gotten true value for their money. Learn everything about your product so you can amaze your customers with timely recommendations for using new features and services.
Maintain a Positive Attitude
Attitude is everything. A positive attitude goes a long way in providing exceptional customer support. The right attitude changes negative customer experiences into positive customer experiences. Since most customer interactions are not face-to-face, your attitude should be reflected in your language and tone of voice. Don’t be afraid to use emojis to convey warmth and good humor, or pick up the phone if you find an email or chat conversation getting tense.
Creatively Solve Problems
Over 80% of customers have churned because they experienced bad customer support. That’s why you must thrive on solving problems for your customers and make it a central part of your support role. Don’t be afraid to wow your customers as you seek to solve problems for them. You could just fix the issue and be on your way, but by creatively meeting their needs in ways that go above and beyond, you’ll create customers that are committed to your business and brand.
66% of people believe that valuing their time is the most important thing in any online customer support. Resolving customer queries as quickly as possible is a cornerstone of an exceptional customer support experience. Speed should be of the essence, especially for smaller issues that don’t take much time to solve. Customers understand that more complex queries take time to resolve. Customers don’t want to languish in a ticket queue, but they’ll spend as much time as possible resolving their issue. Get back to your customers as quickly as possible, but don’t be in a rush to get them off the phone or close the ticket without resolving the issue completely.
Personalize Your Service
Customers want to interact with a person. It’s part of the reason why many dropshipping businesses send gifts to their customers on their birthdays. You should know not only your customers’ names but also their birthdays, their interests, or hobbies. And can you make them laugh? It’s not possible to do this for everyone, but going off script and giving the personal touch when you can is a vital way to show your customers you know them and that you care.
Help Customers Help Themselves
Customers don’t always want to talk to someone to get their problems solved. Often, they want to quickly resolve their issue themselves. 81% attempt to take care of matters themselves before reaching out to a live representative. Further research proves that 71% want the ability to solve most customer service issues on their own. Self-service is a scalable, cost-effective way to delight customers, which puts help content front and center so customers can find answers right where they are without leaving the page. If however, they’re unable to answer their questions, help from a real person is just a couple of clicks away.
Focus Support On The Customer
Your customers are the most integral part of your business, and they come before products or profit. Treat them like they are the center of your world because they are. Being human is good business. It’s time to consider an entirely different approach by building human-centric customer service through great people and clever technology. Humanize your customers and yourself. It’s worth it.
40% of customers say they want better human service. When customers feel like you value them, they’ll keep coming back. If you do something nice for your customers, they will want to do something in return, like buy your products. All of these strategies above combine to produce great customer service. It’s the great customer support that keeps your customers loyal to your brand and your business. That earns you a reputation for being helpful and a pleasure to work with. So, go out there and deliver exceptional support to your customers!
Need Professional Dropshipping Services? Call Us Today
For more information about our services, contact us today at Fulfillman. We are a reputable company with several years of experience in providing Drop Shipping services, Warehouse fulfillment, China sourcing, Third Party Logistics, and more. Our dedicated team will be available to speak with you and provide suitable answers to your questions and concerns. We guarantee you excellent services.