How to take care of the client: tips for online store owners

Online shopping continues to grow in popularity, and customer care is becoming a crucial success factor for any online retailer. Analyzing user feedback on Twitter, we can identify several key aspects that customers consider important when interacting with online stores.

Що для вас турбота про клієнта від онлайн магазину? Пакування? Іменні листівки? Додаткові цукерки?
Що ви б хотіли бачити?

— Пані Зло (@masya_bardyn) January 14, 2024

Fast order processing and dispatch

Many customers believe that an order should be processed and shipped as soon as possible. Some even emphasize the need for shipment on the same day the order is placed.

If you promised to process the order within 2 hours and ship it the same day if the order is placed before 14:00, you need to honor the agreed upon agreements.

In the Torgsoft accounting program, the fact of the agreement can be recorded in the contact in the customer's card and a reminder can be set to contact the customer or take some action on the order. This will allow you to monitor the fulfillment of the promised deadlines.

High-quality communication

Customers appreciate polite communication, quick responses, and minimal bureaucracy. No one likes to be pestered with calls or spam in messengers.

After placing an order, the client should receive confirmation by email and SMS, as well as be able to contact the manager via chat on the website or Viber to clarify details.

Use the functionality of automatic notifications to confirm orders and delivery status. Set up integration with SMS, Viber, and e-mail in Torgsoft to promptly inform customers about the status of their orders.

Convenient payment and delivery methods

It is important to be able to choose a convenient delivery service and payment method. Customers don't like limited delivery options, such as only Nova Poshta.

Offer several payment options, including payment to an IBAN account, online payments, and cash on delivery, as many customers still prefer cash on delivery. For delivery, allow the customer to choose between different courier services, post offices, and post offices.

In Torgsoft, using the Privat24 and Mono bank account statements option, online store managers can quickly upload a payment to the accounting program and link it to an account. And thanks to synchronization with Nova Poshta or Ukrposhta, they can immediately generate a bill of lading to send goods from the store's warehouse.

Minimalist and tidy packaging

Customers prefer eco-friendly packaging without unnecessary plastic and tinsel. No one wants to receive unnecessary waste in the form of packaging that goes straight to the trash. It is also important that the packaging is reliable and protects the goods from damage during transportation.

Depending on your product type, analyze whether you can use sturdy cardboard boxes with minimal plastic for packaging, while protecting the goods during delivery and reducing waste.

In the Torgsoft accounting program, you can record the costs of packaging and delivery of goods for each order, and thus see how much these costs affected the profit on the invoice. Such an analysis will reduce the amount of unnecessary packaging and, accordingly, the amount of costs.

Additional bonuses

Relevant product samples or small gifts such as tea, sweets, or discount coupons are always nice. However, unnecessary branded postcards and souvenirs are often perceived as unnecessary waste.

For example, cosmetics stores should add a small sample of new products to each order. This will allow you to advertise new products to customers and make a nice gift at the same time.

In the Torgsoft program, you can credit customers with bonuses with a limited validity period, which will allow you to show loyalty to customers, as well as motivate them to make repeat purchases in the near future.

Attention to customer needs

Shops that provide the ability to place an order without unnecessary communication are highly valued. The option "do not call" or "do not subscribe to spam" is important to many customers.

During the checkout process on the website, give customers the option to select the "do not call" option if they do not want to receive calls to confirm their order. This is a concern for customers who don't like to communicate by phone, are nervous when someone calls from an unfamiliar number, or simply live in an area with unstable mobile communication.

In Torgsoft → Marketing → Customers, on the "Other" tab, you can disable mailing options for such customers. This will help to avoid unwanted calls and spam, which will increase the loyalty and peace of mind of your customers.

Transparency of information

Up-to-date information on the availability of goods, clear descriptions and prices, and the ability to view the price without having to write to the direct mail significantly increase customer confidence.

Make sure that all products in your online store and on Instagram have detailed descriptions, up-to-date prices, and information about stock availability. Make it easy for customers to find the information they need without having to contact customer service.

Descriptions, current prices, and information about the availability of goods in the warehouse are stored in the Torgsoft accounting program. And using the "Synchronization with an online store" option, this information is automatically transferred to the site.

Then service without aggressive marketing

Polite and calm service without imposing goods and services is appreciated. Aggressive post-purchase marketing, numerous mailings and calls, negatively affect the impression of the store.

In mass email campaigns, add an option to unsubscribe from emails. And to make your emails relevant to customers and cost-effective, you can build email campaigns based on previous purchases and customer preferences.

In Torgsoft, with the help of the CRM option, you can divide the customer base by interests, for example, if a customer buys exclusively white dry Italian wine in your online grocery store, then you can send personalized offers with discounts for this particular group of goods.

Choice of options for customers

The ability to select options for calls, packaging, additional souvenirs, and samples are important to customers. This allows customers to customize their orders according to their preferences and needs.

Your store can offer customers a choice between standard and gift wrapping, as well as the ability to add a personalized greeting card to their order.

In Torgsoft, it is possible to mark special customers with specific wishes. This way, before calling or sending goods, the manager will see, for example, that the client prefers exclusively targeted delivery and is annoyed when he or she is called.

Clear information about the status of the order

Customers want to know the exact timing of the shipment and receive notifications about the status of the order, including confirmation of receipt of the order and information about its shipment.

After placing your order, you will receive a message with order confirmation, information about the processing status, and a tracking number for delivery tracking.

Torgsoft automatically synchronizes order statuses with the Prom and Rozetka marketplaces. You can quickly notify about the status and time of order dispatch via SMS.

Adequate response to problems

Solving problems related to an order should be prompt and professional. Customers appreciate it when employees care and respond to their requests quickly and with care.

Your website should clearly describe the terms and conditions for returning goods, warranty obligations, and a clear algorithm of actions for customers. Indicate where to contact in different cases. If a conflict arises when it is unclear who is to blame, estimate the cost of the goods and the effort required to resolve the issue. Sometimes it is better to satisfy the customer, even if they are wrong.

The Torgsoft accounting program monitors the terms of return of goods, warns if the return period has expired. In addition, Torgsoft keeps records of warranty goods by serial numbers, which will allow you to strictly comply with service obligations. 

Respect for the client

Respect for the customer is manifested in all aspects of service, from the quality of the product to the quality of communication. Customers appreciate when their needs and wishes are taken into account.

Pay attention to training employees and implementing an internal policy of courteous service so that your managers are always ready to answer customer inquiries and provide advice on product selection.

In the Torgsoft program, you can motivate managers for successful sales using the option "Calculation of salesperson salaries and a system of motivation, penalties and incentives". This allows your employees to see the results of their work and encourages them to achieve better performance.

Online retailers should focus on the speed of order processing, quality communication, ease of payment and delivery, minimalistic and tidy packaging, and attention to individual customer needs. Adherence to these principles will help not only retain existing customers but also attract new ones, creating a positive image and reputation in the market. The Torgsoft accounting program can become a reliable tool for implementing these principles, ensuring high quality service and customer satisfaction.