Businesses have undergone an incredible amount of change over the past few months, but it looks like things are finally returning to normal. Yet for many, ‘normal’ is not what it used to be …
Although shops may now be opening, a recent report by a global commerce services company PFS, suggests that 77% of people will continue to purchase online post-lockdown, which indicates a potentially irreversible change in consumer purchasing behaviour! Not only that, but the range of products that customers are buying online has increased, especially with regards to pet food and footwear. However, as with most things in life, there are drawbacks.
For example, this report also showed that 50% of shoppers were disappointed with their online shopping experiences, and this is particularly high for online grocery stores, as over a third of customers struggled to get a delivery slot. This is where good customer service ties in with a strong e-commerce platform and ticketing desk, to make the winning combination!
More than ever people are looking for immediate, informative customer support. With all of the changes, restrictions and limitations around them, the ability to be able to order what they want online when they want it, is a way of freedom for many people right now. But when this is complicated by out of stock items, website malfunctions and slow customer query response times, it only adds to your customer’s frustration, making them more than likely to go to a competitor.
If this lockdown has shown us anything, it’s that people are more than willing and ready to buy online – but the customer service and e-commerce support simply isn’t there.
So, what can you do about this? You could hire more staff – but then you have to consider sick pay, holiday cover, training costs etc. You could do it yourself – but do you really want to be spending all of your free time responding to emails when you could be building your business? Why not have someone else to do that for you; someone who specialises in delivering excellent customer service?
We would suggest hiring a VA! The team at Purple Haze are trained on a variety of software and platforms. Even if your software is new to us, the training is completed in-house, and we don’t charge! You won’t have to worry about sick pay or holiday cover, and you will have a dedicated VA who you can reach out to at any time. So, it seems the real question is, what are you waiting for?