Category Archives: Customer Care
Customer service: Move from hands off to hands on, and from cost center to profit center
As you build up your ecommerce business, the first few questions that you may ask yourself are: How do I get my product to my customer quickly? What's the best way to market my brand online? How do I best…
What does Net Promoter Score tell you about customer satisfaction?
Improving customer satisfaction remains a top priority for every business. After all, even one unsatisfied customer can create a negative backlash that ripples through the entire customer base.Studies, surveys and statistics constantly show that good customer satisfaction is a valuable…
Great customer service is possible in ecommerce: The importance of having live chat on your website
One of the charming things about shopping in person is that as soon as you walk into the store, you are typically greeted and offered assistance by a staff member. This is one of the reasons that people are…
Benefits of using one provider for order management, fulfillment and customer care services
When a company initially launches, the order management, product fulfillment and customer care processes can be fairly straightforward. But as the company grows, these operational processes can get more complicated, overwhelming and burdensome. They also bring a variety of…
Keep the order hype up with pre-delivery emails
When you take a look at the ecommerce customer journey, two points in particular will create a lot of excitement for the buyer:The moment they place an order online for a product or subscription.The moment they receive the item(s) they purchased.Of…
5 ideas for staying connected with loyal customers
When a company really resonates with its customers on a deeper level, there are tangible benefits for both the buyer and the brand.A 2018 industry study found that retail customers who feel an emotional connection to brands will spend at least…
Addressing customer FAQs around shipping safely during COVID-19
The COVID-19 pandemic has stirred up a flurry of unusual questions, given the unprecedented circumstances surrounding the virus and the measures being taken to flatten the curve of its spread.Customers may be anxious about shipping safety and the transmission of…
Best practices for customer communications during COVID-19
Given social distancing measures intended to slow the spread of COVID-19, customers are becoming more dependent on digital communication methods. Anxiety levels are high, and constant reminders of the ongoing challenges aren't necessarily welcome in every inbox. Therefore, brands must…
How subscription box companies can deliver value during the coronavirus pandemic
As brick-and-mortar retailers remain closed for business and families far and wide carry out state-mandated shelter-in-place orders, ecommerce and delivery services have become essential to many consumers. While this might sound like a positive for the bottom line, supply chain disruptions…
3 ways to make order confirmation emails more memorable
The order confirmation email is an important step in the ecommerce order process. It is a comprehensive digital receipt that provides a detailed overview of a customer's order and confirms that the retailer is actively processing it. While a confirmation within…
