The corona virus increases the visibility of e-commerce among consumers. Merchants, especially those who sell so-called "essential" goods, have experienced an increase in sales.
Thus, Covid-19 represents an opportunity for online salespeople to retain new customers in the long term, not just under the temporary shelters. But many traders fail to capitalize.
The following are tips to consider now, to help retain the new customers as the pandemic passes.
Get control of the stock count. The rate of forgiveness for published inventory sales has decreased significantly. With so many retailers coming to an end, consumers rush online to find everyday essentials and trendy products.
Avoid canceling orders in any part. Cancellations usually generate the highest complaints on social media, which affects both short- and long-term sales. The screenshot below is from a Jo-Ann Stores & # 39; sewing group on Facebook.
Convey precise future availability. Errors on the side of caution when showing lead times on both sold out and customized products. With interruptions in the supply chain and the workforce, it is best to extend the availability date and surprise customers with early deliveries. If an out-of-stock item is unlikely to come back any time soon, consider disabling it from the store's browse and search results.
Send tracking number as soon as the items are sent. Merchants have no control over delays at the carrier. But keeping customers aware of when their order left your hands can reduce customer service issues while keeping promise of fast wait times. Remind yourself politely that you did your part.
Provide personalized service. Take every step you can to customize the shopping experience. Send order status updates and follow-up messages. Find ways to reach out later, too, so buyers will remember your business.
Do not overcapitalize. Perception is everything. Do not give customers the impression that you are just about making money. Find unique ways to maintain a personal connection in addition to selling products. Give back and help.
Extend the return and exchange period. It is unfair to expect home-bound customers to pack and send returns unless you deliver prepaid shipping labels and pickup services.
For example, Efavormart.com has gone the extra mile. Since many customers purchase decor and accessories for scheduled events (which is now canceled due to Covid-19), Efavormart reversed the return policy to orders made since January 1, 2020. It has extended refunds from 30 to 60 days and store credit from 60 to 180. days.
Avoid jokes or politics. Forget about sharing memes that make fun of the virus or politicians. Not everyone finds humor in the pandemic or agrees with your political views.
Do not focus on fast sales. A large number of e-commerce sites are seeing more traffic and orders. But that does not necessarily mean in the long run. Also make your first time customers with low budget feel special.
Prioritize orders over revenue. Temporarily shift from the “fewer sales, higher profits” mentality to helping as many consumers as possible. This means focusing on orders more than revenue. Consumers are probably launching big ticket purchases during Covid-19, anyway. Thus, it makes sense to accept smaller orders from first-time buyers to enable a long-term relationship.
Recognize changes in purchasing habits. With states adopting "stay-at-home" orders, many brick-and-mortar stores have closed. Not everyone will survive. This makes e-commerce more important than ever. Study changes in shopping habits and use them to your advantage. Many newer and smaller brands will emerge stronger from the pandemic – with new, loyal customers.