Paying attention to the customer is essential to think about a long-term business: "the important thing is not that it comes, but that it comes back", and that retention will depend, in large part, on the quality of care you provide to your online consumer, either solving a question or query in a timely manner or having nice and unexpected details with him.
Therefore, for you to plan this important area of your business, we recommend:
- Respond as quickly as possible to every message: In the age of immediacy, the longer you take to respond, the more affected your business results will be.
- Customize the answers: Just because the answers are immediate doesn't mean they lose quality. The key is that each personalized response includes the name of the potential client, a warm greeting or an emoticon (if it is according to your brand communication).
- Go a little further: exceed customer expectations with unique details. For example, call one of them to find out what they thought of the product you bought, add a thank you card to the shipping package, or personally deliver to a customer who lives near you (nothing better than knowing him!).
Remembering the special dates of ecommerce in Argentina is another way to stand out above the competition.
At various times of the year, we see all the physical stores decorated with a particular theme, whether it be for Valentine's Day, Mother's or Father's Day, Christmas or other occasions that serve to boost sales.
Special dates are a great sales opportunity for both physical and virtual businesses, so it is important that you prepare for each one simply because your potential client is waiting for you! So, the first thing you have to do is know what those dates are that are going to increase your online sales.
In addition to the classic ones we mentioned above, there are 3 key dates within the e-commerce industry where sales really explode. They are:
- Hot Sale
- Black Friday
To give you an idea, in the last edition of Hot Sale, and as reported by the Argentine Chamber of Electronic Commerce (CACE), total sales of Argentine ecommerce exceeded 8 billion pesos, while CyberMonday exceeded 11 billion . So it is important that your brand is present at these events!
These tips can help you achieve a unique and special customer service experience, and that the consumer remembers it and wants to share it with other people.