Some people view customer service and marketing as two separate entities. However, the truth is that the two must have a harmonious relationship to drive growth and success in your Lazada/Shopee business. In fact, customer service is one of your most important marketing and product development tools because it allows you to interact directly with your buyers.
Shopee Lazada Vs Traditional Store Customer Service
Customer service can take many forms. Methods that work efficiently for local retailers may not work as well for national brands. The customer service process is becoming increasingly important in eCommerce.
In a physical store, customers can easily have face-to-face conversations with employees or managers. However, with eCommerce, teams need to put a bit more strategy into making their interactions with customers more valuable and efficient.
Your job as a customer service database personnel is to direct buyers to solutions. It will also be a determining factor in whether customers will shop with you again or whether they will recommend you to people they know.
To understand this better, let’s take a look at the online buying journey:
In each of these stages, the customer may have questions or concerns that need to be answere. Since Lazada is a place where many people can enter the online buying journey at once, you can easily have hundreds or thousands of customer inquiries per month. You need to be well equippe to provide this level of support. This is especially important if you sell under a more specific or technical category like technology/gadgets.
Good CS Turns Questions Into Customers
Brick and mortar employees are JA Phone Number usually trained in the art of persuasion so they can persuade undecided customers to make a purchase. They are often given a sales commission as an incentive.
Unfortunately in marketplaces like Lazada and Shopee, most customer service agents do not have the experience or skills or training in this process. Customer service is our way of making up for our lack of personal contact with customers. By actively responding to customers in helpful ways, you can set them in the right direction regarding your product and turn them into customers.
