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The Importance of Keeping your Customers in the Loop

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01/11/2022 | Share:

The Importance of Customer Service in E-commerce Businesses

Customers are the bread and butter of any e-commerce business. Treat them right, and they’ll keep coming back for more. Neglect them, and you’ll quickly find your business struggling to survive.

Building and maintaining good customer relationships is key to the success of any e-commerce business, so it’s important to make sure you are doing everything you can to keep your customers happy. Keeping in touch with your customers is a vital part of customer service in the E-commerce world.

It is important to keep your customers updated on your business for a number of reasons. First, it builds trust and credibility with your customers. If they feel like they are in the loop, they are more likely to do business with you again in the future. Additionally, it shows that you value their business and their opinion. Finally, it helps to build a rapport with your customers, which can lead to repeat business.

You can keep your customers informed about your business in a few different ways. You can send out email newsletters, post updates on social media, or even give them a call. The important thing is to find a method that works for you and that you are comfortable with.

Here are a few tips for creating effective email updates for your customers:

  1. Keep it short and sweet. No one wants to read a long, drawn-out email. Get to the point and be concise.
  2. Use engaging language. You want your customers to actually read your updates, so make them interesting!
  3. Personalise your messages. If you can, address your customers by name. This will make them feel special and appreciated.
  4. Be consistent. Send out your updates on a regular basis so your customers know what to expect.
  5. Make it easy to unsubscribe. If someone doesn’t want to receive your updates, don’t make it difficult for them to unsubscribe. Include an unsubscribe link in every email you send so customers don’t feel trapped.

How Often Should You Email Updates to Your Customers?

That really depends on your business and what is going on. If you have a sale or new product coming out, you will want to let them know as soon as possible. However, you don’t need to bombard them with emails if things are slow. Once a week or every other week is probably sufficient.

Hands on a computer keyboard.

Using Social Media to Keep in Contact with Customers

Another great way to keep your customers updated on your business is through social media. Platforms like Facebook, Twitter, and Instagram are perfect for sharing updates, special offers, and newsworthy items. Plus, they’re a great way to build relationships with your customers.

Here are a few tips for using social media to keep your customers updated on your business:

  1. Use a variety of platforms: Don’t just stick to one social media site. Use a few different ones so you can reach the widest audience possible.
  2. Post regularly: If you want people to pay attention to your updates, you need to be posting on a regular basis. Try to post at least once a week, if not more.
  3. Be engaging: No one wants to read boring updates. Use social media to be fun, personable, and engaging.
  4. Use images and videos: People are more likely to pay attention to your posts if they contain images or videos.
  5. Use hashtags: Hashtags are a great way to reach people who might not be following you yet. Use relevant hashtags in your posts so people can find you easily.

Social media has created a world where customers can feel part of the company journey and regular posts on what is going on helps with this. As well as building loyalty, it also encourages customers to keep checking in for updates and new products.

Keeping Customers in the Loop by Making Phone Calls

It might seem like an old fashioned idea but in addition to email and social media, another great way to keep your customers updated on your business is by making phone calls. This personal touch can really make a difference in the way your customers perceive your business.

Here are a few tips for making effective phone calls to update your customers on your business:

Keep it short

No one wants to be on the phone for a long time, so make sure you keep your calls short and sweet.

Get to the point

Don’t waste your customers’ time by beating around the bush. Get to the point of why you’re calling and be concise.

Be friendly

Your customers will appreciate it if you’re friendly and personable on the phone. Take the time to get to know them a little bit so they don’t feel like just another faceless customer.

Follow up with an email

If you have a lot of information to share, follow up your phone call with an email so your customers have all the details in writing.

Don’t just call to make a sale

Use your phone calls as an opportunity to build relationships with your customers and keep them updated on what’s going on with your business. They’ll appreciate the personal touch and it will make them more likely to do business with you in the future.

Making regular phone calls is a great way to show your customers that you care about them and is especially important with long standing customers or if you are selling high-end products. 

Man on the telephone.

Keeping your Customers Informed of New Products

If you have a new product or service that you want to promote, it’s important to let your customers know about it. The best way to do this is through email marketing. You can send out a blast to your entire email list informing them of the new product or service, or you can target specific customers who might be interested therefore increasing your conversion rate.

Delivery Dates for Customers

In an e-commerce world, the delivery date is paramount and ensuring your customers know when their product will arrive is important for customer satisfaction. There are a few ways to do this:

Include an estimated delivery date in the product description

When a customer adds a product to their cart, include an estimated delivery date so they know what to expect.

Send out shipping confirmation emails

Once you’ve shipped a product, send out a shipping confirmation email with the tracking information so the customer can track their order.

Box with a delivery label being stuck on.

Send out delivery confirmation emails

When the product has been delivered, send out a delivery confirmation email letting the customer know that their order has arrived.

Making sure your customers are kept up-to-date on delivery dates is important for maintaining customer satisfaction and loyalty. This way, they can plan accordingly and won’t be left disappointed if their product doesn’t arrive when they expect it to, and if there are any issues with achieving the delivery date or time, contact with your customer is vital. A well-written email, or even a phone call, can let them know what is going on and that you are doing everything possible to get the product to them as soon as possible.

Here at Ogdens we have decades of experience in order fulfilment. Contact us now to find out how we can help you

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