What makes dropshipping so different from traditional shops is that you cannot control every part of your business. You do not make the products, nor pack them, send or keep in stock. In these areas you are completely dependent on your supplier, but is there something you have control of? Customer satisfaction. Even though you do not affect your products, apart from choosing a good supplier, which is very important, it does not mean that you cannot affect your customer satisfaction.
How to satisfy your customers?
Customer Service. This is the short answer, and very obvious one, but often neglected in dropshipping. Good customer service can solve almost any problem that your customer encounters, even the potential ones.
What are the benefits of customer service?
Loyal customers. The best thing you can have is a loyal customer. They are much cheaper (in the terms of marketing, discounts…), than attracting a new customer and they are vital for growing your business.
Better reviews. Reviews are so important for dropshipping, because they can provide you with trusting social proof that help your customers make a purchase. Reviify, AliExpress review importer for Shopify is a great app that helps you import product reviews with style and ease. With satisfied customers you will have even more positive reviews on your product pages. Most bad reviews could have been prevented with a good response from customer service, so don’t let that happen to you.
Recommendations off-line. If your customer did have some problem or a question that your customer service dealt with nicely and professionally people will talk about it to their friends and family making potential customers for you.
Bigger conversion. This one is pretty self explanatory. With strong social proof and happy customers your conversions will just go up. Even if it costs you a few refunds in the end you will be in a big plus.
Standing out. Whatever you choose to dropship there are high chances that other people that do it, too. One of the best ways to really stand out from the competition is to have great customer service, especially because that is one thing you can fully control in your business.
Good customer service
It does not matter if you do it on your own or you have a whole team managing customer support, what is important is that it works well.
Be responsive. When your customers ask questions or even complain, always answer, and do it fast. If you do not have an answer because for example there are delays you are not familiar with, answer that their questions are passed to those responsible and contact your supplier. As soon as they answer, inform your customer.
Be polite. Always be nice and polite when talking with customers, no matter how they respond. If you are impolite you will pay the price in terms of a bad review, lost customer or bad reputation.
Be reasonable. If your supplier messed up size, colour or product or if anything happened to it, offer both a refund or to send the order again. Giving both options will help you keep most of your customers. Many times they are just disappointed that they did not get what they wanted, but if you solve that problem for them you will have a satisfied customer.
Be proactive. Even better than solving your customer’s problem is preventing it. Be in touch with your supplier so that you can know when there are some expected delays to inform your customers even before they reach out to you.
How to do it smarter?
Customer service is time-consuming and it can get very boring if you have to answer some simple question over and over again. To avoid wasting your time on this try some of our tips:
FAQs. Or Frequently Asked Questions, are called that for a good reason. To avoid repeatedly answering these questions, make a FAQ page. If you are just starting, you are probably still unaware what these will be, but after a little time you will see what are the most asked questions.
Order tracking. Customers like to know where their order is. This gives them the reassurance that their order is on the way, that they weren’t scammed and they wonder less when their order will arrive. Add a page where they can enter their order number and track it. Link to this page can be involved in an order confirmation email.
Estimated delivery time. Display estimated delivery time on the product page. Even if they are long, it really isn’t a deal breaker for most buyers, and will save you a lot of time.
If you haven’t paid much attention to your customer service it is high time you do. It has huge benefits and extra time put into it is definitely worth it!