We have put together a collection of the most common sources
of customer complaints and how to fix the customer complaints which helps you
to create a better shopping experience for your customers before they have the
chance to get disappointed.
Complaints can be the useful tool for exploring where your
business needs to be improved, but it’s much better to be able to get the
insight without upsetting a customer at the same time.
WHY DOES CUSTOMER MAKE COMPLAINTS?
Customer will make complaints when they feel unhappy about the product they purchased through your Online Store. That doesn’t mean that customers only complaint when they can’t do anything. Disappointment occurs any time the results of an action do not match the expectation when you do something and it doesn’t turn out how you thought it would.
Customer will make complaints when they feel unhappy about the product they purchased through your Online Store. That doesn’t mean that customers only complaint when they can’t do anything. Disappointment occurs any time the results of an action do not match the expectation when you do something and it doesn’t turn out how you thought it would.
These frustrating moments can occur at any point of time
while your customer’s shopping experience. Possibly disappointed scenarios are
everywhere. You need to forecast and remove these opportunities for
disappointment, so that your customers can discover, purchase and enjoy your
products without hitting any roadblocks.
COMMON DISAPPOINTMENT FOR CUSTOMERS
Complaints are of different forms, there are few key things that can leave your customer dissatisfied if they aren’t handled properly. If you manage those things like critical issues, your business will start getting fewer complaints and customers will be happy.
Keeping your customer is happy is all about managing
expectations. Most of the customer complaints are happened by disconnect
between expectation and reality, so you need be able to more accurately align
your customer’s expectations with likely outcomes.
SHIPPING AND INVENTORY ISSUES
If you have already got the question about shipping, then you
definitely understand the importance of being able to deliver your products
safely on time. Your customer will put lot of trust in you to get their
products at the right time and if they feel disappointed about when their
package is going to show up, the complaints will come more.
To keep your customer in the loop, offer order tracking
whenever they want to view. If the customers can keep tracking of their
products they will have clear ideas that when they receive their product and
you will be able to reduce the potential for complaints based on shipping
delays.
For SHOPIEASY online store, gives the customer the tracking
option to track their orders as easy as drop the tracking number and click the
track order button they can view order status page.
INACCURATE PRODUCT PHOTOS AND DESCRIPTIONS
These are the worst thing in online shopping that placing an
order, waiting for 5-7 business days to get it, and then realizing it doesn’t
fit properly. When a product does not look good or fit the way that your
customers imagined that they would, it’s easy to understand their
disappointment.
Every ecommerce business needs to do its best to give a clear
and truth understanding of what its products will actually be like in real
time, so that will know exactly what they are ordering. Writing product
description with important details should be accurate about your product and
give your customers a reasonable idea of what they should expect when placing
order.
WEBSITE RESPONSIVENESS AND USABILITY
Keeping your website clean, organized and easy to navigate is
just as important as having a neat and tidy shop. To stop annoying your
customers, you need to put a mobile responsive website at the heart of your
ecommerce strategy. Most of the mobile users will navigate away from a website
if it takes too long to respond if they are looking for the particular product
in your online store.
However, if you own a online store, you will be
good to go since our SHOPIEASY theme is already a mobile responsive. Load times
in particular take a toll on your customer’s patience. If your online store has
a physical location, you should also think about how easy it is for your
customers to find your contact details.
CREATE A BETTER SHOPPING EXPERIENCE
Customer complaints are not necessarily a bad thing, but a
satisfied customer is much better than disappointed one. Now you can understand
why your customer complaints, it’s time to give them a best shopping experience
possible.
