Online shopping

The easy way to buy online

Buying online with some clicks

People are buying more and more online instead of buying offline in local stores.

  1. First you search for something in the web.
  2. Then you get all the information you need.
  3. With a few clicks it is bought.

Time is an important factor.

  • People want to find quickly what they are looking for.
  • The loading time has to be short.
  • Too many fields in contact forms lead to bouncing the website.
  • Too many steps in an order process lead to bouncing the website.

If everything runs smoothly there is no problem. But if goods arrive damaged or there is some kind of problem, can you reach someone?

  • An excellent customer service is a crucial point if you want to sell online, get new and maintain existing customers.
  • Make it easy for your customers to contact you by phone or mail.
  • Answer within a reasonable time.
  • Always offer a solution which suits both sides.
  • If someone complains about you or your product/service in a social network, do not ignore it, but answer in an appropriate way and show that you care. Customer ratings are an important factor to promote your product/service. Social networks can create but also destroy your online reputation.

It is definitely easy to buy online, but buying offline in a local store means you know the staff, you will be treated as a human being and you know who you can contact in case of a complaint.

Here you can download infographics about:

What do you expect as a customer or offer as a seller when you are buying/selling online?

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Why Community Managers Need to Offer Excellent Customer Service?

An excellent customer service is a must

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Why Community Managers Need to Offer Excellent Customer ServiceWelcome again, Premium Social Customer’s friends!

Customer Service in today’s changing and competitive world is becoming an increasingly powerful tool that strengthens differentiation for those brands that realise how crucial it is to invest resources and efforts in the selection and training of customer-oriented staff for both online and offline positions. In times of economic crisis, only those companies that offer an excellent CS level, segmenting, personalising and making a proper diversity management will prevail in the struggle to maintain and increase their customer engagement and as a result of this, obtain a better economic turnover.

The idea that every week I try to convey through this blog is that Community Managers must not only think in terms of promotional marketing, or become geeks who schedule by using the different tools their posts in the various Social Networks but without interacting and humanising their brands presence on them, or being…

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6 Useful Customer Service Tips on Google Plus

Good tips for Google+

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It is my pleasure to welcome you, Premium Social Customer’s friends!

Google Plus is a social network that is gaining more and more followers and companies are rapidly including it in their SMM strategy. It has about 540 million active followers, compared to 1230 million Facebook followers, yet growing fast enough especially in the younger age groups and new technologies lovers. There’s less interactivity on its brand pages because its use is still unknown for many of its followers. Yet it is highly recommended for brands to be present on it for many reasons such as SEO positioning and an excellent virality. I’ve made a study of Google Plus presence for several American and European companies in different sectors and I’ve found that many of them need to enhance their Social Customer Service on it. I don’t mention their names for professional discretion.

These are the tips on customer service…

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Social Customer Service vs Generic Brands

Good article about customer service

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Social Customer Service vs Generic Brands

It’s a pleasure for me having you as a guest on my blog!

The reduced purchasing power of many consumers as a result of the crisis has led to a surge in sales of generic brands at the expense of top brands. It is very easy to forget our loyalty as consumers when supermarkets offer similar quality products that we can buy for even less than half the price, particularly when there’s no much spare money in our pockets.

Top brands have a great ally in the promotion through social networks in their fight against the above mentioned disadvantage. These are very low cost communication channels compared to more traditional ones and at the same time they have the ability to achieve the engagement of users and turn them into loyal customers through excellence in Social Customer Service. It is in this sense that they can make a difference to…

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You Get What You Pay for in Social Customer Service

Good article about social customer service and what is necessary

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You Get What You Pay For in Social Customer ServiceNice to see you again, Premium Social Customer’s friends!

At a time of deep economic crisis, most companies are forced to adopt cost cutting measures. These affect too frequently Customer Service, which many managers still see as a function that can be performed by untrained and not sufficiently motivated low-cost staff. So, in an effort to spend less financial resources, service is provided by people in a working environment that doesn’t promote productivity, effectiveness or efficiency. Employees don’t fell identified with the company they work for and consequently Customer Service level becomes affected. This certainly has a negative influence on the image projected by the brand and in the Social Media Era with its high virality, any malfunction becomes quickly evident for all its customers and followers.

All of the above also applies to Community Managers. The management of a brand cannot be left in the hands of people without…

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What Happens in Case of Absence or Bad Management of Social Networks?

Very well explained what you should never do if you want to give a good customer service.

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What Happens in Case of Absence or Bad Management of Social Networks?Thank you for being here, Premium Social Customer’s friends!

In the current Social Networks era, brands need to have a well managed presence on them and this is sometimes better understood by small shops or restaurants than by many larger companies. I will briefly relate on this post two negative experiences as a client that I have recently suffered. One of it has to do with no presence at all on Social Media and poor Customer Service while the other case is about a brand with a Facebook fanpage but who makes a bad management of its Social Networks.

I was called by phone by an employee of a public service oligopoly who didn’t tell me his name or which department of his company he was calling from, but he did mention the name of the company and warned me that I was going to be charged an amount that…

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How to Handle Difficult Customers on Social Networks? 10 Keys

Good tips how to handle difficult customers

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How to Handle Difficult Customers on Social Networks 10 KeysBe very welcome, Premium Social Customer’s friends!

The role of a Community Manager has a promotional and technical side oriented to online marketing : the Social Media Marketing plan, content creation and curation, the measurement of your results and the analysis of your competitors. Another basic aspect is the need to be continuously updated on the different Social Networks, the various management tools and everything related to technology. Finally, it requires a great time availability, empathy, self-control and bargaining power: the Social Customer Service, the speciality of this blog. Today we will give some advice on how to handle difficult customers on Social Networks with these 10 keys:

1.- Appreciate their feedback :

Firstly you need to create receptivity. Consider that if an user has protested by no longer buying the goods or services offered by your brand or simply by not following your SM accounts, you are losing…

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