Your customers are the lifeblood of our business, keeping them happy is of utmost importance for any eCommerce merchant or any aspiring retailer. Can you imagine your body running out of blood? Because that is what dissatisfied customers do to your business.
If you’re spending a great deal of time marketing your products and you’re not achieving your growth goals, the underlying reason can be that your customers are not happy. We have conducted a research and found out that the following reasons lead to customer dissatisfaction:
1. Delayed response time
The world is moving fast and your customers want you to be fast as well. The advancements in customer services have made businesses faster than ever. So, your customers do not expect a hold, specifically for time-sensitive problems. Customers’ anger increases when the sellers move their queries from one department to another. Isn’t it annoying? Well, this may happen due to poor employer know
2. Difficult to contact
To deal with customer complaints, you must make your customer service easy to contact. Stores often have receptionists or friendly customer service reps to resolve any complaints quickly. You should also offer fast and efficient phone service. Customers who have to wait on hold for a long time will only become more enraged.
You can integrate a 24/7 web help desk on your site and hire reps to staff it. Another easy way to bring your customer service another level is to use social media. Sites like WhatsApp and Facebook Messenger can be used to handle customer complaints creatively. Make sure it’s easy to get in touch with you so you can resolve problems before customers’ defects. Conzia helps companies to integrate social media messaging channels into the customer service. Reach out to us for a demo.
3. Slow Service
Customers complain often about slow service as they want to get an immediate response. This can happen if your company is still using email and phone for customer support as they slow down the communication. Messaging apps are 10 times faster then email as the communication is real time.
Your company may have a staffing problem in your customer support. Recruiting more people is not always the solution. Spend your budget and time on training existing customer support employees and equip them with the latest tools and technologies so that you can achieve more than with less resources.
4. Poor accessibility
Easy online accessibility plays a vital role in making your customers happy. Customers now shop mostly from their laptops and mobile devices. Ensure that your website is optimized for all browsers, as well as smartphones and tablets. Make it easy to navigate and find your products and services easily. You may want to hire a professional web designer to handle this for you if you have been doing this yourself and you are not expert at it.
5. Breaking your word
Another cause of customer dissatisfaction is not being true to your word. Online business is all about integrity. Whether you make it explicit or not, your products and services come with a promise attached: that they will be delivered professionally, on time, and at a price indicated.
If you are not delivering what you have promised to your customer on your website, the chances are that your customers are leaving you, and you may not even know the exact reason.
6. Limited payment options
Another thing that can get on a customer’s nerves is being unable to pay the way they want to pay. Making it as easy as possible for your customers to pay is essential for increasing conversions and sales.
This is why your checkout page is critical. It’s the final stop for people shopping on your website. It’s the place where they hand over their credit card information and finally part with their hard-earned cash.
7. Hidden Information and Costs
Play fair with your customers. Keeping some of your fees hidden and uncovering this in the middle of the purchasing process is a frequent reason for a human to complain. The impression given is that your company cheats its customers.
8. Low Quality of Products or Services
If you promise high quality of your products or services and what you deliver is of lower quality, then be sure your customers will share this bad experience publicly and may complain on social media about their experience.
9. Keeping an Issue Unresolved
Unresolved issues and complaints are deadly to any business. If you turn away from your customers and let everything go “as is,” this may be the reason your customers are not happy. Keep on resolving the issues and complaints, improve your service at the same time, and you will win loyal customers who will be glad to share their positive experiences with others as well.
10. Not Valuing Customer Opinions
To cultivate a base of loyal customers, you will need to listen to and value their opinions. If a customer comes to your company with a complaint, put their best interests before yours. Even if you don’t think you’re in the wrong, an apology, a refund, or some gifts can make a big difference and can turn your angry customer into a happy one.
You should also find out why they are still unknown to you, and they are turning your customer away. A good way to do this is to collect customer feedback. Customer surveys can help in this regard. Having a feedback form or a rating button at the end of a customer conversation can also help determine what your customers think about your products and customer service.
Keep a record of your complaints, share the findings with your other departments, and work together as a team to reduce the number of customer complaints you receive on a weekly basis.
We at Conzia help companies to provide great customer service via messaging channels. Reach out to us for a demo and let’s discuss how we can help.
Now let’s “Cheers” to a customer complaint-free 2021!