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Elements of Great Customer Experience
There are three main components your business should focus on – transparency, communication and feedback. Communication is a crucial building block at the foundation of your customer service experience. It starts the moment a customer finds your listing and continues even after the customer receives their order.
Before you buy:
- To show Shipping options
- Clearly arrange shipping. Choose the shipping method (First Class, Priority, International, etc.) so we can estimate a delivery date for the buyer.
- “ships inside,” or processing, timeframe (Sales>Stand Options>Shipping & Returns). Customers usually don’t mind waiting for an order as long as it’s clear how long the wait will be when they place their order.
- you can use Shipping Profile to set up shipping for all items at once.
- Make yourself available to shoppers. The way you handle questions will speak volumes for a customer who has never bought from you before. It’s your first chance to prove that you are reliable, helpful and eager to win their business. Also, “Does this suit me?” It also helps to remove other potential barriers to purchasing, such as or “Will this part work in my car?” If you’re new to Bonanza, here’s a quick refresher How does email work in Bonanza? (we call it ‘Bmail’).
- Try to make your response times as quick as possible. This helps prevent shoppers from abandoning their purchases and looking elsewhere, and gives shoppers an idea of how their business with you will progress in the future. In this day and age, people don’t expect to wait long, and being aware of this will help your business thrive.
- Pro tip: Together Bonanza membershipYou can receive notifications about Bmails via SMS and answer customer questions without wasting time.
- Mention alternative communication methods whenever possible. Customers appreciate options. Do not forget to write your social media accounts, e-mail address and business phone number in your booth details and/or ‘About Me’ section. (Note that such contact information is not allowed to be included directly in your product listings or booth banners).
After purchase:
- Customize your ‘After Sales’ message. Bonanza sends shoppers an automatic confirmation email after purchase, but you can also set up a personalized email. This is a great way to build shipping expectations, reinforce trust, and humanize your business. It can be sent immediately after purchase or delayed for a day or a week. You can set this in your Cabin Settings under the “Payments and Purchases” tab.
- Provide tracking information and an arrival estimate when available. Shoppers can be frustrated waiting for items if they don’t know when they will arrive. During this time, they may develop unrealistic expectations or negative perceptions about your job. A clear order status update is often all they need to get back to their happy place. Be sure to include tracking information when marking the item as shipped.
- Track your orders after you receive them. This makes the customer feel like you care and gives you a head start on addressing potential issues before the customer leaves negative feedback. This is also a great time to ask the customer to consider leaving positive feedback if they were satisfied with the experience. Bonanza will always send an automated feedback request on your behalf, but sending a personalized request increases their chances of getting feedback.
Thanks for reading the blog! We’re always happy to provide tips and work with our seller community to optimize sales.
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