Customer satisfaction is what makes or breaks the success of your dropshipping website. It’s what can set you apart from the competition and encourage repeat sales that can help scale your dropshipping business to the next level. You want to think of your dropshipping website as being your brand. Like any company, customer satisfaction should be at the heart of everything you do.
When you nail your customer service, you’ll receive glowing reviews online and boost brand awareness. Investing in your customer service is one of the best decisions you can make for the long-term growth of your dropshipping website. Delivering first-class customer satisfaction will help grow your website both online and through word-of-mouth and customer referrals.
Ensuring customer satisfaction involves being proactive and dealing directly with your customers in a friendly manner. It might be as simple as having a dedicated customer service email on your website or sending a thank you coupon to customers after they order.
At Doba, we help dropshippers scale their business by giving them access to high-quality suppliers and products. Our platform makes it easy for you to add products to your website while syncing orders efficiently. With these high-quality products and our streamlined system, you’ll be able to deliver a higher level of customer satisfaction that keeps your customers coming back.
Why customer satisfaction is important for every dropshipping website
Whether you have 10 customers a month or 1000 a month, customer service should be your number one priority. You want to carry your customer service through to every aspect of your business – from how you approach existing customers via email and how you engage with potential customers on social media.
Customer service is so crucial to your business that Forbes has even gone as far as to describe it as a form of “new marketing”. When you focus on customer service, your dropshipping website feels more like a traditional brand. Excellent customer service builds brand loyalty, allowing you to grow a base of repeat customers who give you a steady stream of orders.
How to boost your dropshipping website’s customer satisfaction rating
Ensuring that you deliver first-class customer service on your dropshipping website is easier than you think. It’s all about engaging with your customers in a respectful but friendly manner while making their experience on your website as easy as possible. Everything from your website navigation to the product descriptions and your check-out process affects customer satisfaction.
When we think of customer satisfaction, it’s three-fold. You need to consider the experience on your website, the sales experience, and after-sales. When you get your customer service right for each stage of the process, you’re guaranteed to turn website visitors into return customers.
1. Always treat your customers respectfully
Your customers should always be your number one priority. Without them, your dropshipping website has no hope of success. The reality of having an e-commerce website is that you’re guaranteed to encounter difficult customers who can make you become frustrated. You want to remain cool, calm, and collective throughout. Even if a customer is being frustrating, you want to show them respect.
Try and empathize with their problems and look for a solution that works for both you and your customer. It might be something as easy as checking their package tracking for them or telling them the dimensions of a product.
Empathy should be something that sits at the front of your mind when engaging with customers. You always want to try and put yourself into their shoes to understand their concerns and make a connection with them. If a customer reaches out to you, it means that they have an issue or a concern. You always have the power to turn a negative experience into a positive one.
2. Answer emails and engage with customer feedback
Whether it’s a positive or negative review, you want to make sure that you engage with every piece of feedback that your dropshipping website receives. If someone leaves you a positive review – or a product review on your website - reach out to thank them. You might give them a small discount code as a thank you.
If a customer leaves negative feedback, you want to follow up and find a solution. Engaging with negative feedback is just as important as responding to positive feedback. You can turn a negative experience into a positive one and an irritated customer into a returning one. Look for a solution to every problem or reach out and ask the customer to tell you more about their experience.
On some occasions, the negative experience may have been to do with something outside of your control, such as shipping delays. This feedback may lead you to change your delivery guidance.
Dealing with negative feedback includes dealing with complaints. You want to avoid blaming the customer, even if their issue is the result of a failure on their side. They may have misread a product description or not seen that a listing is only for one product instead of a packet of multiples.
You want to find a way to effectively deal with every campaign, including engaging with the issue to find a solution. Every complaint or piece of negative feedback is an opportunity for a learning experience and for you to make changes to your customer experience.
Always apologize for any issues that they have and find a solution. Complaints may raise an issue that you never realized – such as your product descriptions not stating essential information.
3. Don’t forget about after-sales
Your customer service doesn’t end when the customer checks out on your website. After-sales care is what can set your dropshipping website apart from the competition. You want to follow up with as many customers as possible and thank them for their orders. The easiest way to do this is through email, which is one piece of contact information that you should always collect at the checkout process.
You can follow up on the customer’s experience while also recommending other similar products that the customer might be interested in. Your email can also encourage the customer to leave a review about their product or order experience on your website or a third-party site like TrustPilot.
4. Deal with customer returns smoothly and effectively
Returns are part of the process when you have a dropshipping website. Not every customer will be happy with their product, and some customers deliberately order multiple items with the intention of returning a few of them.
The best way to ensure your customers have a good returns experience is to create a streamlined process. You can create a dedicated returns email address and clearly lay out the returns process on your website. If the customer has received a defective product, you want to make sure to handle the situation correctly with a refund or a replacement product.
Your returns process should be clearly stated on your website, including the terms of your returns policy. This page is one that you want to have up and running on your dropshipping website before you start selling products.
5. Think of what your customer wants and needs
When you’re looking at your customer experience, consider what your customer will need and want. They may want to get in touch with you quickly and easily, in which case, a chatbot is a great system to use. Your customers will want to see up-close and high-quality pictures of your products. This process might involve purchasing a few of your best-selling products to professionally photograph.
You want to build a rapport with your customers, whether it’s through emails or directly on your website. Your dropshipping website should include helpful navigation pages like a FAQ section and a help page. These are the first places that customers will look when they have a question. If these pages are formatted correctly with the right information, it can streamline your customer service experience and allow your customers to get the answer they need right away.
6. Establish your customer’s expectations
Customer expectations will help you establish a baseline for your customer service. You want to have policies and standards that allow you to set your customer’s expectations. One of the main expectations you want to set for your customers is the delivery time for your products. It’s always good to give a range for the delivery time, accounting for any delays that might occur.
About Doba and our dropshipping service
Doba is a leading dropshipping website that connects you to high-quality dropshipping suppliers, offering integration with top-selling marketplaces and platforms. We give you the tools to sync orders with suppliers to efficiently fulfill orders and improve the customer experience. With these services in place, you’ll be able to select products that will work for your niche and customer base.
Our platform makes it easier than ever to launch a successful dropshipping store and build your customer base. You can find products that will help you grow your dropshipping business and deliver high-quality customer service that keeps your customers coming back for more.
Start your 30-day free trial of Doba here – and take your dropshipping store to new heights.