Customer service for your dropshipping store; how to do it correctly in 2019? Did you know that customer service is important to keep your store alive? Did you know that it’s better to put your customers in the first place instead of your own pocket? I will give you a short answer below, to then give you a complete guide on how to do customer service when dropshipping!
Customer service is important to keep your customers loyal to your dropshipping store. It will even help you with getting fewer refund requests. Always try to be as polite and understanding as possible when you reply to a customer with questions or demands. You can also make your customer service less work, by doing stuff like creating a FAQ page.
Why Is Having Great Customer Service Important When Dropshipping?
I think seeing the screenshots below will make you understand already why great customer service is so important for your dropshipping store.
Like they say; a picture says a thousand words.
And here is one more from a general dropshipping store named Shopolis.
And this one is from a dropshipping store called HYGO Shop. I also included this dropshipping store in my best dropshipping store examples article, but I see now that they are also getting a lot of negative reviews.
So, what do these dropshipping stores above have in common?
Do you know what they have in common? Their customer support is bad or not existing at all. So many of these bad reviews could have been fixed before they were published.
Many dropshipping store owners make the mistake of making a quick buck instead of caring for their customers.
This will be almost certain the end of your dropshipping store soon. Maybe not today, but it will happen. Just look at the example above, Shopolis, they are currently offline and will probably not come online again.
Did you know that 89% of consumers have stopped shopping at online stores after experiencing poor customer service? (Source)
Consumers are also 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences (Source)
In the article above, they also talk about how much it costs more to attract a new customer than to retain an existing customer. It’s 7 times more costly to get a new customer!
This makes you want to keep your customers, right?
But how do you make sure that your customers stay with you?
With offering great customer service at your dropshipping store! Go to great lengths to help your customers with anything related to their order.
Show them that you want to help them and don’t ignore them!
Below you will find one more example of a Trustpilot page from a dropshipping store named Smileyhomey.
Hope that convinced you even more that you need great customer service at your dropshipping store if you want to succeed!
What Do You Get in Return for Having Great Customer Service at Your Dropshipping Store?
Before we dive into how to have great customer service at your dropshipping store, I will explain to you what you will get in return for offering great customer service!
- You will start to gain reviews, and not these negative reviews as you saw in my screenshots before, but reviews from people that are happy with their product or everything you did for them so they could get their order.
- You will gain more loyal customers. 86% of customers will pay up to 25% more when they have a good experience with customer service. This means that your customers will spend more money, which will then increase your average order value (AOV).
- You will have to deal with fewer refund requests! Happy customers mean fewer customers will complain and ask for a refund.
Do you see now that putting your customers first will have an enormous effect on how well your dropshipping will do now and in the near future?
Are you ready now to learn how to have great customer service at your dropshipping store?
Then let’s go!
How to Have Great Customer Service When Dropshipping
To start off, you need to treat your customer as a real king or queen while trying to stay as calm as possible.
Yes, your customer might be angry, might scold or might even threaten you, but your job here is to stay calm and try to solve the problem that your customer has as fast as possible.
Always try to be as polite and understanding as possible.
So how to do that?
I will go over a few different scenarios below!
How to respond to a customer asking for a refund?
The best tip I can give you for writing the first response is to not mention a refund yet, because this will mean that you lose all your profits from that customer.
This doesn’t mean you should never refund, but if they accept to wait for a replacement, then this would almost always be better for you profit-wise.
So what to say then?
First, check if it’s cheaper for you to let your customer return the product to your supplier or to let your customer keep the product and just send a new one. You can learn more about this in my article here.
If you figured out that it’s cheaper for you to send a new product to your customer, then suggest you write something like this to your customer:
Hello “First name of customer”,
I’m so sorry to hear that your bracelet was not the same as we described it in our description.
What I can do for you is send you the correct bracelet, free of charge. You won’t have to send back the bracelet you got from us now!
Let me know if that would be alright for you.
“Your information”From my other article here
But what if your customer still wants a refund after that?
Then I suggest clicking here to learn what to do then. You will also learn some extra things that you can do to turn a refund request into a lifetime customer.
How to respond to a customer asking where their package is?
This might not happen that much if you’re dropshipping locally, like from the U.S. or Europe.
But if you’re dropshipping from China, and shipping might take 2-4 weeks, then you have a high chance of customers asking you where their order is.
This will most likely be the question that you will get asked the most.
Where is my order? I waited since…
So how to respond to this?
I suggest writing something like this as a reply:
Hello “First name of customer”,
I tracked your package for you at:
(link to tracking information of the order)
(write something about the latest tracking information update)
As you can see your order arrived in the UK already and is currently being processed in a distribution center close to you.
(now you can write something about your estimate when the package comes)
We expect that your package will arrive before the end of this week.
Please let us know if your package didn’t arrive at that time. We will do our best to solve this for you then.
“Your information”From my other article here
Always make sure that you include the tracking information and don’t forget to explain to your customer that they can follow their order on that site that you linked to in your reply.
Your customer will have all the information he or she needs with a reply like this.
This will reduce the chance that this customer will ask for a refund. Most of the times you won’t even hear back from them after you send this response.
What Channel Should You Choose to Provide Customer Service at Your Dropshipping Store?
With this I mean; how can customers reach you?
You have a few different options with this one.
Think about using email, social media, live chat and even having a phone number on your dropshipping store!
I will cover them below, so you can make the best choice for your dropshipping store. Don’t forget that you can have multiple ways that your customers can reach you.
You can use them all as well!
It doesn’t have the be, for example, email support only.
1. Customer service channel: Email
Email is the customer service channel that is most common and I suggest you use this for your dropshipping store (of course, you could use more channels as I said above).
I already gave you some templates above that you can use for responding to your customers by email.
One important thing is that you add a contact page to your store.
This way your store visitors and customers can easily contact you.
If you use Shopify as your ecommerce platform, then I suggest reading this here to learn how to add a contact page to your Shopify store.
Otherwise, if you use WordPress for your dropshipping store, then I suggest having a plugin like this one.
Another great tip is to add some “coolness” to your contact page.
So it doesn’t look as boring as the default contact page (like the example above)! Make it fit with the rest of your store design.
See as an example these 25 awesome contact us page examples!
Also, you could add some text above the contact form. Like saying something about how long it might take before they can expect a response.
Another great tip is to link to your FAQ / help page on your contact page, as you can see in the example below.
This way you have a chance that people will go to your help page first to search for their answer. If they find it there, then there is a big chance that they will not contact you! This saves you in customer service time.
2. Customer service channel: Live Chat
Live chat could be another important customer service channel for your dropshipping store.
You have probably used a live chat before on a website.
It’s that little icon that pop-ups, usually in the right corner of your screen, and if you click on it you can chat with their customer support directly (if they are online).
For example, see the screenshot below of Intercom. You will see the icon in the right corner.
If you want to learn more about why live chat is great to have on an ecommerce store, then I suggest reading this great article here.
3. Customer service channel: Social Media
Did you know that 67% of consumers have engaged a brand’s social media for customer service needs? (Source)
And did you know that 42% of consumers expect a response on social media within 60 minutes? (Source)
This means that the faster you are, the better your customer service will be on social media.
If you want to learn more about how to use social media for your customer service, then I suggest reading this great article. That article will go over a lot of things, like how to use Facebook for customer service and they have a lot of tips and tricks.
They also made that great reminder image above!
4. Customer service channel: Having a phone number
Offering customer service on the phone could be a great way to help your customers immediately and it will build more trust if your customers see a phone number on your store’s website, but it does have its downsides, like costs.
If you want to learn more about if you should use a phone number that your customers can call for questions, then I suggest reading this great article here.
3 Tips for Making the Customer Service at Your Dropshipping Store Less Work
Now that you know why having great customer service is so important and how to do it correctly for your dropshipping store, it’s time to make customer service less work!
With less work, I mean that you will have to spend less time doing customer service. I don’t suggest you to not respond to any customers anymore, because then the same thing will happen to your dropshipping store as you saw in the screenshots at the beginning of this article.
1. Have a FAQ page on your dropshipping store
Guess what most customers that contact you have in common?
They have questions!
So, what you can do is create a FAQ (Frequently Asked Questions) page on your store. You will answer the most important questions on this page, like how long order processing takes.
And, as I said above, you can link to your FAQ page on your contact page! This could save you even more customer service time.
What Shopify app can I use to add a FAQ page to my dropshipping store?
In case you use Shopify, then I highly suggest you look at this Shopify app called HelpCenter.
This app is free to use and will make your FAQ page easy to read and it will make it easy for your store visitors to find answers to their questions.
What questions should I include in my FAQ page on my dropshipping store?
This is a great question!
I do have some FAQ question examples with some answer examples here for you:
- What methods of payment do you accept? For example, PayPal and all major credit cards. You could also type something about Gift cards, maybe you only want to accept Gift cards that are issued by your dropshipping store?
- What if need to modify my order? If you would like to add items to your existing order, please place an additional order. We do not store your payment information so we cannot change the order.
- How do I cancel my order? You can answer this with “orders cannot be canceled after they are placed”, or you can give your customers a time window of like 24 hours that they can cancel their order.
- Do you provide tracking information? Yes, we will send you a tracking number via email once your order ships. If you haven’t received tracking info within 5 days, then please contact us.
- I ordered multiple items but only received one. Where is the rest of my order? We work with multiple global partners so it can happen that your items are shipped separately this is to speed up delivery. Don’t worry you will get the items that you ordered.
And don’t forget to add something about customs duties or import duties.
Like this example from Inspire Uplift:
But what about the questions related to shipping?
You will also have to add something about Shipping.
You can either place all the shipping information on your FAQ page or you can create a Shipping Policy.
This will then contain all the information and questions regarding shipping.
Don’t forget to link some were in your FAQ page to your shipping policy, for example:
When will I receive my order? You can check out our Shipping Policy here for all the latest information regarding shipping.
2. Have a track your order page on your dropshipping store
Having a track your order page on your dropshipping store will surely save you some customer service time as well.
Yes, some customers will still contact you first with questions about where their order is, but hopefully a few will fill in their tracking number here so you don’t have to help them with tracking their order!
Look for example the screenshot below from another popular dropshipping store called BlueCrate.
Your customers can easily fill in their tracking number here. They will then get the latest information about the shipment of their order.
What Shopify app can I use to add a track your order page on my dropshipping store?
Here are some great Shopify app examples for you that you can use to create this page on your dropshipping store:
You can even use some of these apps, like Aftership, to automatically send notifications to your customers when there are updates about their delivery.
This will save you even more time in customer service because your customers are less likely to contact you with the question where their package is.
Just see the screenshot below of what Aftership does.
Looks awesome, right?
3. Don’t make your shipping times a mystery
Another tip to make customer service less work is to be upfront with your shipping times.
This will most likely only be applicable for you if you dropship from China.
Like I said above, the most questions you will get are about where someone’s package is.
The reason for this is because most people expect their package to come fast. They don’t expect to wait 2-4 weeks.
Definitely, now that some companies are even offering same-day delivery.
So how to deal with this?
I suggest you check out my article here. I will teach you 5 ways to deal with long shipping times when dropshipping from China.
In case you want to have faster shipping times for your dropshipping store, then I suggest reading this article here.
Did you know that customer service was so important for your dropshipping store?
Well, I hope if you didn’t, that this article opened your eyes!
I hope you will put your customers first now instead of your own pocket.
This will surely help to keep your dropshipping store alive. Don’t forget to look at other failed dropshipping stores sometimes (like from the screenshots above) and see what people are complaining about.
Can you serve your customers better than these dropshipping stores did with their customers?
If you have any questions or suggestions, then let me know by commenting below or contacting me directly by pressing the “Contact Me” button at the top!