E-mails are also indispensable in customer service. For many customers, e-mail is the preferred method of contacting a company. In the past, there have been repeated complaints about telecommunications service providers in particular when they sent service emails but there was no way to reply to them or contact the provider via another address. Consumers want personal contact with the company, but don't want to end up on hold. For many, e-mail is therefore the best choice. The figures also prove this. Almost 84 percent use e-mail to contact a company with questions about a product. Almost 90 percent of customer service contacts are made via e-mail.
But even automated system emails can be important for the customer. For example, consider the shipping confirmation, which ideally includes the option to track the package. After all, the customer wants to know when their package will arrive. Incidentally, over 90 percent of e-commerce customers use package tracking.
Of course, there are opportunities to use other greece number dataset channels to contact customers, especially in the mobile sector, but so far the success of chat, SMS or WhatsApp has been only moderate and email remains the preferred choice. However, this should not mean that other channels should be avoided in order to offer customers a wide range of options.
Customer loyalty campaigns: so that your customer is not lost
It is particularly difficult to build strong customer loyalty in online retail, as cheap offers are everywhere. It is therefore important to create a good basis and give the customer a positive shopping experience. This starts with a clear and diverse product selection, continues with the ordering process and even includes a possible return, which is easy and smooth.
After the purchase is before the purchase - of course you want your hard-won new customer to continue using your online shop and not that of the competition. Therefore, you should not trust that the customer will come back, but actively do something to retain the customer. This starts with a personal and, if possible, individual approach to the customer. However, as already mentioned, it is necessary to have the relevant customer data and to use it in a targeted manner.
Helpful measures can include campaigns in the form of customer satisfaction surveys, in which the customer can rate the product itself as well as the service. Of course, negative reviews and suggestions for improvement must also be taken into account here, otherwise the customer will have the feeling in the long term that they are not being taken seriously. Feedback to the customer afterwards is also necessary, ideally with a small thank you.
In addition to the standard offers, loyalty campaigns or personal newsletter campaigns should be included. Reward the customer after their first purchase with a small voucher or make special and individual offers just for customers. Birthday and name day mailings are also well received by customers, or thank the customer for being loyal to you for three years. There are enough occasions that can be used to create customer loyalty campaigns. Unfortunately, many companies forget that it is much easier and cheaper to keep an existing customer than to win a new one: So take care of your customers. They will surely thank you with an occasional visit to your online shop.
Would you like to learn more about the professional use of newsletters? Then you might also be interested in these blog posts:
Creative newsletter campaigns for the whole year
Emojis – More Emotions for Email Marketing
The successful use of automated emails in marketing