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Quality of service
Quality of service is very important in the online world. As you aren’t
there personally to handle your customers, you have to ensure a pleasant
online shopping experience for them. One important factor here is that you
must do what you mention on the site. The case in point here is delivery
time. If you promise delivery within two days, then actual delivery shouldn’t
extend to the third day. You should also define delivery time as low as you
can.
A return policy follows the
delivery time. If the product doesn’t reach the customer in good
condition, then your site should have some sort of a policy for that. The
ideal case is to replace the product free of cost. Whatever the case may be,
your site should clearly mention what policy you follow, to give your
customers a clear picture. All the terms and conditions should be clearly
listed.
Handling customer queries is
another important issue. Your site should be prompt in replying to all
customer queries. To aid the process further, it should put answers to
common queries in the form on FAQs. A step-by-step guide on how to shop on
your site is also a must. We even saw some sites that had an online chat
facility where customers could directly interact and ask for clarifications
and help.
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