The importance of excellent customer service
Providing excellent customer service is a crucial part of making sure your ecommerce business survives. Not only is it expected by online customers, but your successful competitors are offering this as well. Bad customer service leads to bad word-of-mouth and reviews, and a loss of repeat business.
Statistics
The Shep Hyken survey in 2023 shows that 76% of customers would go to another competitor if they experienced bad customer service. The study also found that 82% of customers have more trust in a company that provides excellent support.
Ecommerce customer service channels
Ideally, you should provide your customers with support on as many channels as possible. These include:
- Email
- Live chat (human preferred)
- Phone
- Website form
- Social media
How can I handle customer complaints?
Tips for handling customer complaints:
- Respond promptly to all customer messages including complaints. Aim to reply within one business day to prevent the customer from having a worse experience with your brand.
- Always use a courteous and polite tone.
- Apologise for customer dissatisfaction and offer ways to rectify the problem such as a refund or sending another item.
- Investigate customer problems diligently to show that you care about your customers and the service they receive.
- When customers complain openly, for example, on social media, leave a public reply that you will handle the issue by a private message.
- Have dedicated support channels for customer service, such as an email address, social media account, and/or telephone number.
Further reading: Best practices for ecommerce customer service
Templates for replying to customer complaints
There are some common complaints that you might receive at some point as a dropshipping business. You can write template responses to help you reply consistently and save time writing the same message to multiple customers. Here are some examples:
I've been waiting for my order for weeks and it still hasn't arrived?
- Ask for an order number if they didn't send one and if it's needed to find their order details
- Apologise for the delay
- If the tracking details show the order never arrived, it's recommended to offer a refund
Hi [NAME], we're very sorry to hear that your order hasn't arrived. I've checked your order number 1234 and I can see that it wasn't successfully delivered. To rectify the situation, I have authorised a full refund. Please allow 2-3 working days for the credit to show in your account. Our apologies again for this discrepancy and we hope that you will let us prove to you our true level of service in the near future.
I contacted you a while ago about my order and I haven't had a reply?
- Check to see the previous messages
- Apologise if no response was given
- Customise your reply depending on the situation
- If possible, give clear dates of when they can expect a solution
Hi [NAME], I'm sorry to hear that you are still waiting for a response from our customer service team. This isn't our normal level of service. We can confirm that this issue has now been transferred to one of our specialists who is looking into the matter. Please expect a reply with further information by Friday. Thank you for your patience.
I'm unhappy with the quality of my order. Can I get a refund?
- This depends on the law in the country you are selling. Typically, customers have a legal right to a refund if they are unsatisfied with an unused product within 14-30 days.
- If the vidaXL product hasn't been used, you can offer a refund once they send it back within the agreed time period.
- If the product is claimed as faulty, ask for photos as evidence.
- If a vidaXL product was damaged during transit or breaks within a short period of time, ask the customer to send the product back for a refund.
- Check the laws in your area and the return policy published on your dropshipping store.
Hi [NAME], we're sorry that you aren't satisfied with your order. Please send your unused item back to us within 14 days for a full refund. The address is listed below. Kindly note that customers will need to cover the cost of the return shipping. Thank you.
Part of my order is missing
- If it's possible, check if the whole order was sent to the customer.
- Send any missing products or missing pieces such as screws, nails, or accessories to assemble furniture, or issue a part refund.
- If the customer still doesn't receive the missing parts or items, you can offer a full refund.
Hello [NAME], we would like to apologise that your order has been sent incomplete. This is not our usual level of service and would like to correct this for you. Please confirm whether you would like us to send the missing items again without any charge, or if you would prefer a refund on these missing items. Thank you for your patience.
A product I want to purchase is always out of stock?
- Give clear dates for when there is a restock if possible
- Ask the customer to keep checking the website
Hi [NAME], thank you for your message. We're sorry that you have been unable to purchase the [PRODUCT NAME]. This is an extremely popular item and it typically sells out within the first day of restock. Please keep checking our website to see the product availability. We are expecting another restock in the next week.
There is always a long wait on the phone and I can't get connected to a customer service specialist?
- Apologise for the long delay to connect to the customer service team
- If possible, arrange a call back
- Ask if you can attend to their needs by email
Hello [NAME], we are sorry that you are dissatisfied with our customer service call team. Unfortunately, we have been experiencing very high levels of incoming calls. Please send us your phone number and preferred time of day for us to call. One of our representatives will call you back.
Why isn't there a phone number to call for customer service?
- Explain that this is due to saved costs for the customer
- Ask if you can help by email
Hi [NAME], thank you for your message. In order to keep the cost savings low for our customers, we are unable to offer customer care by phone at this time. We are happy to assist you as much as we can by email. Please send your request and we will reply promptly. Thank you for your understanding.
I'm unhappy with the customer service I have received
- Apologise for the customer's dissatisfaction
- Look into the situation to see what happened
- In extreme cases where the customer has been treated very poorly by a customer service specialist, offer a discount or complimentary gift card.
- If the customer has been difficult and the customer care team have tried to assist, then apologise and leave the issue.
Hello [NAME], we are very sorry to hear that you were not treated with the proper care that we strive to provide to all our customers. To compensate for this, we would like to offer you a complimentary gift card to the value of €25 to spend on [WEBSITE NAME]. We truly value each of our customers and hope that you will let us prove to you our usual attentive customer care in the near future.
I have suggestions for the website and your products
- Thank customers for sending suggestions
- This information is valuable for improving your services
- Consider creating a feedback prompt on the website or email survey
Hello [NAME], thank you for sending your feedback. We greatly appreciate suggestions from our customers as this helps us to improve our services. Your comments have been passed on to the relevant team for review.
Top tip:
When relevant, personalise each message before you send it. You can address the specific concerns of the customer or ask any questions to assist you in rectifying the situation.
