Ecommerce, just like life, is full of surprises and the unexpected. In life, many of us welcome unexpected twists and turns as an antidote to the mundane. However, when shopping online, surprises are… less welcome. ‘Your delivery has been pushed back. Surprise!’ ‘Your item came damaged. Surprise!’ ‘Your return window has closed. Surprise!’
Building customer loyalty and trust means consistently executing the service level agreements that the modern ecommerce shopper has come to expect; and expectations have only continued to increase. For example, a study by Convey found that 42% of online shoppers expect their orders to be delivered within two days, and not being able to meet that benchmark means a loss in sales as Baymard Institute found that slow shipping is one of the primary reasons for cart abandonment
Trust is a tricky thing to build. Companies spend decades and billions of dollars to build loyal customer bases. Lucky for you, Shopee’s customer centric obsession has solidified them in the pantheon of brand trust. Brands who take advantage of the trust equity Amazon has built see an instant jump in conversion and Best Seller Rank.
Let’s hone in on the specifics of what brands can do to surprise customers in a positive way through memberships they love, listings they find helpful, and customer service that goes the extra mile.
1. Prioritize Stellar Customer Service: Shopee thrives on a positive buyer experience. Respond promptly and professionally to all inquiries, offering clear and accurate information about your products, shipping details, and return policies. Go the extra mile whenever possible. A handwritten thank-you note or a small gift can create a lasting positive impression and encourage repeat business.
2. Leverage the Power of Social Proof: Positive reviews and high ratings are gold on Shopee. Encourage customers to leave reviews by offering incentives like discounts or loyalty points. Actively respond to reviews, especially negative ones. Acknowledge concerns, offer solutions, and demonstrate a commitment to improvement. Share positive customer testimonials and reviews on your social media platforms to further build trust with potential buyers.
3. Be Transparent and Reliable: Transparency fosters trust. Clearly display upfront pricing that includes all potential fees and taxes. Ensure your shipping and delivery processes are reliable. Provide accurate tracking information and meet estimated delivery times. Finally, offer a clear and fair return policy that demonstrates you prioritize customer satisfaction. By implementing these strategies, you can build trust with potential customers on Shopee, establish yourself as a reliable seller, and ultimately achieve long-term success on the platform.
Pro Tip: If you are struggling with bandwidth ensuring all your customers are taken care of, Shopee offers Customer Service where Amazon takes care of customer service on your behalf for your self-fulfilled orders.
Get it All Under One Roof
The success of your brand relies heavily on the experience you create and trust you establish with loyal customers. Instead of stressing about the next drop-shipper devaluing your product or fulfillment issues causing delivery delays, partner with Awesomeree to get all the solutions you need under one resource.
Once you become a brand partner our expert merchants cover the cost and management of your brand control needs and monitor marketplace expansion to create an omnichannel presence while our marketers optimize and advertise in a way that resonates with your customers. Then, following it up with our same-day fulfillment and customer service centers, we ensure everyone Is taken care of to generate a consistent fan-base.
Get in touch with our team to learn more about these services and others we implement to help your brand accelerate to its full potential.