Do you know what makes the difference between a great store and an excellent brand?
Being able to sell is a great skill and achievement, but being able to give a great customer experience is what will have a substantial impact on your ROI in the long run.
While most businesses consider customer acquisition to be their main method of growing revenue, we believe that customers must be your core focus in the whole process.
And, if customer support is ALWAYS something very important, you can imagine that in the middle of an health emergency it becomes absolutely CRUCIAL!
Customer support is a real marketing tool, that allows you not just to retain a client, but to tighten his relation with your brand. by making them feel supported and cuddled. This positive purchasing experience will bring them to your checkout page again in the future.
We will have the occasion to analyse together all the phases of your relation with the customers, but today, we want to focus on the POST PURCHASE.
Remember your goals:
- maintain conversions (HOT TRAFFIC is your most precious asset)
- maintain margins and increase CLTV (Customer Lifetime Value)
- avoid disputes (both to not to lose margin and not to have your PayPal or Stripe account blocked)
- avoid bad reviews (no need to explain that)
In addition, by leveraging customer support you can:
- sell more products
- increase your NPS (Net Promoter Score)
Intensifying the post purchase funnel is the typical activity of Christmas and CNY purchases periods because those are times of the year in which you typically need to stall and take time do to the large volumes of packages that shipping carriers must handle or due to manufacturers’ inactivity/low performances.
In order to achieve the aforementioned goals you have to work on these areas:
- setting expectations
- proactivity: make the customer feel safe and NOT ALONE by anticipating his/her questions and inhibiting the arise of concerns (that will translate it selves into refund requests)
- empathy: make them feel understood and pampered
Whatever is your business and niche, here at uDroppy our main goal is to give you all the resources you need to improve your results and scale up your business.
Here is an example of a post-purchase funnel for customer support.
You’ll find a series of email templates, that you’ll have to customise in accordance to the mood and tone of voice of your brand, and of the customer segment you are referring to.
Set your email marketing campaign and send out your email every 3 to 5 days.
First things first: Who is the sender?
The feeling related to personal interaction is very important therefore you must define WHO will be representing your company during these communications, you are aiming to equally achieve high authority and empathy scores. To do this take into consideration the customer personae segment you’re referring to. With this said your sender can be either:
1 – [Name] from XXX customer service
2 – [Name + Surname] from XXX customer service
3 – The XXX team
#1 Thank you email
Your Order #XXXXXXXXXXX
Thank you for choosing XXXXXX, here is a summary of your order’s details:
We would like to remind you that due to the COVID-19 health emergency the shipping of your product may experience some delays.
We have special attention for the delivery situation and we will be constantly keeping your package monitored thanks to the collaboration of our shipping partners.
It will be our care to keep you updated with the status of your order during its journey to destination.
Questions? We’re here to help
#2 Processing email
Your order is ready for shipping
Just a quick update: your order has been processed and your package is ready to be shipped.
In the next email we will send you the assigned tracking number for you to follow your order
Questions? We’re here to help
#3 We sent your package
A shipment from order #XXXXXXXX is on the way
We are pleased to inform you that the package related to order n. XXXXXXXXXXX is on its way to your door!
You can follow its route with this tracking number XXXXXXXXXX at this website
Once again we would like to remind you that in this delicate moment due to the COVID-19 health emergency we are giving special attention to all our shipments and that are currently a little slowed down. We will keep keep updating you about your shipment status and remember that we are always here to assist you with your order.
Questions? We’re here to help
#4 Your package is on the way
Your package is on the way
We are pleased to inform you that your package will soon arrive to your country.
Moreover we would like to assure you that we are monitoring the status of all shipments for which we have currently registered some delays.
We appreciate your patience and your understanding and want to remind you that our effort is constantly directed to giving you the best service we can, therefore don’t hesitate to contact us if you have questions or are in need of further information.
#5 Final update and discount code
Delivery in progress and a surprise for you!
We are pleased to tell you that your package has finally reached your destination country and will be soon delivered to you by your local postal services. Please consider that if your country is currently on lockdown, delivery through last mile could take more time than usual.
Once again we would like to thank you for believing in our brand and company and to show you how much we appreciate your flexibility, we would like to share with you a 20% discount code on all our products to spend before 31/08 [important: setting an expiration date that isn’t too far in time and that can keep your store in the client’s mind when black friday cyber Monday will come].
Remember that we are always available for you through our email [[email protected]] therefore if you have any questions or concerns don’t hesitate to ask.