Great customer service provision is so important for the sustainable growth of a company, even when we are not in the midst of very unusual circumstances. As the economy seeks to find its feet and move forward - into what might be a golden age for e-commerce - customer service is an element of your business you simply can’t do without.
There can’t be anyone in marketing, or indeed in the country, who doesn’t already know how e-commerce boomed in 2020 under lockdown. In the UK, online spend has been steadily increasing year on year, but the unusual circumstances of the pandemic pushed more people to purchase online than we have ever seen.
According to the most recent figures from the Office for National Statistics:
“Online retail sales fell by 7.0% in July when compared with June, but the strong growth experienced over the pandemic has meant that sales are still 50.4% higher than February’s pre-pandemic levels.”
Yet, counter-productively, while e-commerce brands were experiencing the highest volumes for fulfilment of orders they have ever seen, we saw that some companies stripped back or even closed down this critical avenue of communication with customers.
Basically, providing customer service well is a winner all round. Making yourselves available to customers shows you care about their reasons for buying and any problems they have. You don’t want to be seen as the brand that took their money and ran.
Granby has seamlessly continued to provide customer service for our brands as an element of fulfilment (3PL). This is partly due to having plans in place for all circumstances, including working from home, and the flexibility and scalability of our resources.
Your customer service provision should be accessible across all key channels your customers want to use, including social. Your tailored solution should include:
If you’d like to leverage customer services to add value to your brand, get in touch for a chat about your requirements.
Photo by Granby
Think we could be the partner for you and are interested in working together? Call us or fill in the contact form and we will get the ball rolling!
Call us on 01254 682702 or firstname.lastname@example.org
Granby house, Stanley Street, Blackburn, BB1 3BW