Excellent Service, Loyal Customers

"Repeatedly chatting with the seller, hours after replying, just buy from the next shop..."

"How come my chat is being replied to by a chatbot?"

"To solve just one problem, how come there are so many steps, can't it be simpler?"

"Asked nicely by the customer, how come the answer is random and impolite?"

96% of customers will be loyal to a brand if the service provided is excellent, and 6 out of 10 customers say that they decide not to buy products from a brand if the customer service provided is poor.

The results of research conducted by Microsoft on global customer service above state that service to buyers is something that really needs to be considered, even a priority in running an online business.

In a market that offers similar products at the same price, what makes your online store different? One of them is special and memorable service. However, we need to note that the impression we create can be both positive and negative. The fierce warteg lady certainly leaves a lasting impression, so does the unfriendly online customer service , even now the negative impression can go viral on various social media networks.

Then how can we provide special services so that our customers become loyal? Fast, clear, and friendly communication is certainly something we all know, but besides that, what can increase customer loyalty?

Humanizing Chatbots, Is it Possible?

The rapid growth of technology is not a new thing in our lives, because the development of the cyber world happens side by side with our daily lives. Technological assistance in the form of chatbots to automate answers does make business life easier. However, we need to balance this practicality with a humanistic side that can hold our customers close.

Forrester found that 63% of consumers are happy if they get service from a chatbot that is also accompanied by the option to continue the conversation directly to a customer service agent. However, if you can only use a chatbot, complete it with language that is unique to your brand, use special calls for potential buyers and customers, and insert emojis that give a friendly impression.

Say Hello and Follow Up

77% of your potential customers say that they like brands that ask for feedback and take it well. However, there are 48% who do not believe that sellers respond to their feedback (Source: Microsoft). How to make these skeptical customers loyal?

Not only saying hello and asking for feedback, but also thanking and stating that action has been taken based on the customer's suggestion. It would be even better if there is further follow-up , and provide tangible evidence of the actions taken to improve the product or business as a whole.

Omni-Channel Strategy, Easy to Contact Customers

9 out of 10 consumers want omni-channel services, as they interact with brands across multiple channels. 66% of your potential customers also say they actively use 3 or more channels (Source: UC Today and Microsoft).

Each of your potential buyers or customers is different, not all of them use the same device or platform to contact your online store. Some may do it through Instagram, Whatsapp, E-commerce Chat, or maybe phone and email. By providing various channels to reach, the wider you can reach potential buyers and customers.

"The cost of acquiring one new customer is six times more expensive than retaining one."

- Microsoft

In addition to attractive and creative marketing, excellent service can make your customers loyal. So the three things above need to be carefully considered and strategized. However, it is not easy if you do it alone.

This is where AHA Commerce as the best E-commerce Enabler in Indonesia is ready to help your online business, so that you can sit back and do business online and customers still get excellent service. In its journey, AHA Commerce has had a 99% chat reply rate, because there is a customer service that works in the night shift and throughout 7 days. The complaint handling system is also perfectly integrated.

AHA Commerce aims to #GrowSuccessWith your brand . Prioritizing excellent service, collaborating with creative digital marketing , and powerful big data analysis, taking your business from #GoodToGold.