Customer service for your dropshipping store; how to do it correctly in 2022?
Did you know that customer service is important for keeping your store alive? Did you know that it’s better to put your customers in the first place instead of your pocket? I will give you a short answer below and a complete guide on how to do customer service when dropshipping!
Customer service is important for keeping your customers loyal to your dropshipping store. It will even help you with getting fewer refund requests. Always try to be as polite and understanding as possible when you reply to a customer with questions or demands. You can also do less work by doing things like creating a FAQ page.
Now that we know that let’s begin by understanding why customer service is so important.
What do you get in return for having excellent customer service?
Before we dive into how to have excellent customer service at your dropshipping store, I will explain what you will get in return for offering excellent customer service!
You will start to gain reviews, not these negative reviews but reviews from people who are happy with their product or everything you did for them so they could get their order.
Less chance of getting banned by PayPal. If you’re using PayPal, you’re less likely to get banned by them if you care about your customers correctly.
You will gain more loyal customers. 86% of customers will pay up to 25% more when they have a good experience with customer service. Your customers will spend more money, increasing your average order value (AOV).
You will have to deal with fewer refund requests! Happy customers mean fewer customers will complain and ask for a refund.
Do you see now that putting your customers first will have an enormous effect on how well your dropshipping will do now and soon?
Are you ready to learn how to have great customer service at your dropshipping store?
Then let’s go!
How to have great customer service when dropshipping
To start, you need to treat your customer as a real king or queen while staying as calm as possible.
Yes, your customer might be angry, scolded, or even threaten you, but your job here is to stay calm and resolve your customer’s problem as fast as possible.
Always try to be as polite and understanding as possible, but how do you do that?
I will go over a few different scenarios below!
How do you respond to a customer asking for a refund?
The best tip I can give you for writing the first response is not to mention a refund yet, because this will mean that you lose all your profits from that customer.
This doesn’t mean you should never refund, but if they accept waiting for a replacement, this would almost always be better for you profit-wise.
So what to say then?
First, check if it’s cheaper for you to let your customer return the product to your supplier or keep the product and just be sent a new one. If you figured out that it’s cheaper for you to send a new product to your customer, I suggest you write something like this to your customer:
Hello, “First name of customer,”
I’m so sorry to hear that your bracelet was not the same as described in our description.
What I can do for you is send you the correct bracelet, free of charge. You won’t have to send back the bracelet you got from us now!
Let me know if that would be alright for you.
What channel should you choose to provide customer service?
With this, I mean, how can customers reach you? You have a few different options with this one.
Think about using email, social media, live chat, and even having a phone number on your dropshipping store!
I will cover them below so you can make the best choice for your dropshipping store. Don’t forget that you can have multiple ways that your customers can reach you.
You can use them all as well! It doesn’t have the be, for example, email support only.
Customer service channel: Email
Email is the customer service channel that is most common, and I suggest you use this for your dropshipping store. You should have a support email address. For example, you can have ‘email@example.com’.
One important thing is that you add a contact page to your store. This way, your store visitors and customers can quickly contact you. Another great tip is to add some “coolness” to your contact page. This is, so it doesn’t look as dull as the default contact page! Make it fit with the rest of your store design.
Another great tip is linking your FAQ/help page to your contact page. This way, you have a chance that people will go to your help page first to search for their answers. If they find it there, there is a big chance that they will not contact you! This saves your customer service time.
Customer service channel: Live Chat
Live chat could be another essential customer service channel for your dropshipping store. You have probably used a live chat before on a website.
It’s that little icon that pop-ups, usually in the right corner of your screen, and if you click on it, you can chat with their customer support directly (if they are online).
Customer service channel: Social media
Did you know that 67% of consumers have engaged a brand’s social media for customer service needs? And did you know that 42% of consumers expect a response on social media within 60 minutes?
The faster you are, the better your customer service on social media.
Customer service channel: Having a phone number
Offering customer service on the phone could be a great way to help your customers immediately, and it will build more trust if your customers see a phone number on your store’s website, but it does have its downsides, like costs. Tips for making the customer service at your dropshipping store create less work.
Now that you know why having great customer service is so important and how to do it correctly for your dropshipping store, it’s time to make customer service create less work! You will have to spend less time doing customer service with less work.
Have an FAQ page on your dropshipping store
Guess what most customers that contact you have in common?
They have questions!
So, you can create a FAQ (Frequently Asked Questions) page on your store. You will answer the most important questions on this page, like how long order processing takes.
And as I said above, you can link your FAQ page to your contact page! This could save you even more customer service time.
Have a ‘track your order’ page on your dropshipping store
Having a ‘track your order’ page on your dropshipping store will save you some customer service time.
Yes, some customers will still contact you first with questions about where their order is, but hopefully, a few will fill in their tracking number here, so you don’t have to help them with tracking their order!
Your customers can quickly fill in their tracking numbers here. They will then get the latest information about the shipment of their order.
Don’t make your shipping times a mystery.
Another tip to make customer service create less work is to be upfront with your shipping times. This will most likely only be applicable for you if you dropship from China.
Like I said above, the most questions you will get are about where someone’s package is. This is because most people expect their packages to come fast. They don’t expect to wait 2-4 weeks.
Did you know that customer service was so important for your dropshipping store? Well, I hope that this article opened your eyes if you didn’t! I hope you will put your customers first instead of your pocket.
This will help to keep your dropshipping store alive. Don’t forget to look at other failed dropshipping stores and see what people are complaining about.
I hope you get started and stay motivated while beginning and continuing your dropshipping journey!