Tag Archives: Social media

Happy Customers = Profitable Customers

14 Sep

There is no denying that customer service is a huge part of daily life in the eCommerce world; it’s what makes your customers happy and what makes your customers keep returning to your webstore.

Here are 5 quick tips on how to improve customer service on your webstore:

1.  Easy Navigation

If your customer has a problem or wants to return an item, then having “Contact” and “Returns” links in your main navigation helps your customer quickly find what they are looking for. In both cases your customer may already be quite irritated and making it easy for them to find these pages will increase usability and overall happiness.

2. Your Email Address

Some customers may want to contact you directly. It’s worth investing in your own domain email address such as support@yourdomain.com or info@yourdomain.com. Your customers may find  these more professional than a gmail, outlook or yahoo email address.

3. Email Correspondence

Keep your emails friendly and professional, it’s that simple:

  • Use customers names if available (Mr Smith, Miss Doe, etc).
  • Use your manners (Thank you, Please etc).
  • Check your spelling and grammar.
  • Do not use slang or text-speak.
  • Do not use profanity.

4. Social Media
Social media is fantastic for connecting with your target audience. Use it! It’s a great way to promote new products, special offers and events. It’s also a great way to keep in contact with your customers and sometimes the easiest way a customer can get in contact with you. Again, be friendly and professional.

5. Frequently Asked Questions

Sometimes a customer may have a quick question and having a Frequently Asked Questions page on your store can help a customer find that all important answer quickly. Having this page can also reduce the number of emails you get so why not create one?

For a more in-depth look at customer service read our walkthrough.

Do you have any great tips on customer service to share? Comment below 🙂

Let’s get social: Facebook

7 Feb

Digital media has massively changed the way businesses reach, inform and communicate with their audience, with social media being a ‘key player’ for businesses to engage with their audience. A massive 2.34bn people worldwide have a social media platform of some sort (Statista).

The first section of the ‘Let’s get social’ blog will briefly cover the benefits of having a general social media presence and will look more in-depth into one of the most popular social media platform, Facebook.

What are the benefits of social media?

I’m sure you’ll want to know the benefits of having a social media presence and how it may impact your business. Below are a few key benefits that social media can bring.

Increased Brand Awareness: Social media is a great way of increasing your presence in one single click. Getting a few shares on your post will share your brand to potentially thousands of new customers and allow you to easily monitor the engagement.

Real-time content vs pre-planned, scheduled content:  Unlike traditional marketing methods such as print, you can share and create real-time content and easily adapt your marketing efforts as and when you choose.

Learn about your users: You’ll be able to learn about your customer’s online habits and possibly find out new things about your main demographic. You can target specific demographics with new imaginative content that’s relevant to the right audience.

Feedback: Social media allows for instant dialogue with customers in real-time and helps promote customer service. Again, unlike traditional methods, you’re open to a two- way conversation and not just a one-way conversation.

A lil’ bit of spying: It’s more than likely that your major competitors will have a social media presence, this is a perfect way to monitor your competition and stay ahead of the game. You may notice something that your competition are doing well that may improve your own business or something that they’ve not done quite so well – something you can exploit. You can engage with your rivals audience through targeted ad campaigns to let them know that you’re the better choice!

Gather leads: Connect with your audience on social media and then move the conversation on. Gather email addresses by offering newsletters, contests etc. You can use the email addresses to lead your potential new customers to your website

This is just a snippet of the benefits that social media can offer your business, sounds great, right?!

Facebook

We start our ‘let’s get social’ series with Facebook. According to PEW research, 79% of online adults use Facebook (US) – a huge number! It’s a great platform to connect with new customers and help retain existing relationships.

What can I post on Facebook?

Build up brand loyalty by producing and sharing helpful and entertaining articles to help educate the user, the soft sell approach works best! If you’re seen as being active and engaging with users, you’ll increase your chances of getting custom over someone who has a limited/no presence.  You can also drive users to your web-store and increase your chances of another customer. Post content that has a link back to your site, such as:

  • Informative blog articles.
  • How-to guides.
  • New product launches (as seen below).
  • Entertaining and visual content.
screen-shot-2017-02-06-at-13-35-45

Your Facebook page is a great way to promote product launches to new and exisiting users.

However, it’s important to know that it’s not all about attracting new custom, retaining current customers is equally, if not more, important. Interact with your users, get involved in discussions and show them that you value their custom! A simple reply to a comment goes a long way to achieving this, as seen below:

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Actively engage with your users & show them that they’re valued.

Encourage users to share their experience on Facebook page by comments, reviews and photos and interact with the posts! 92% of consumers believe recommendations from friends and family over advertising, so this is important to consider. Encourage customers to leave positive reviews on your store:

  • Offer an incentive for users to leave their feedback on Facebook, money off for example. (this is a freewebstore premium feature).
  • Inform your customers that you’re active on social media.
  • Encourage previous customers to share their product pictures.

Paid Facebook adverts are becoming the norm with most successful businesses utilising this feature. Now I know you’re thinking ‘what’s the point of spending money when I can post for free?’. The truth is, only 2% of organic posts reach their intended audience (Rob Peterson). So be prepared to splash a little cash to reap the full benefits. However, the costs are much cheaper than traditional marketing channels, such as print or adverts.

With information gained from Google analytics, Facebook analytics you can see who interacts with your content the most – then target Facebook users who fall under this demographic. Build up an audience that’s relevant to your business and are likely to interact and engage with your posts.

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An example of the Facebook custom audience page.

You can create custom adverts via the ‘Adverts Manager’ tab. From there, it’s possible to create a custom audience (so that you know the posts are hitting your intended audience), select your objectives and set the budget you want to stick to.

If you need help on setting up the perfect Facebook business page, have a read of this helpful blog article here.

 A great opportunity

Social media is a great opportunity for businesses to interact online. I’m sure that the majority of you have a social media presence. However, of freewebstore 40,000+ active store’s – only 5.6% (!) have utilised the FREE feature and connected their store to social media platforms. It’s a big opportunity lost in terms of customer engagement. Head over to your freewebstore control panel > Marketing > Social Media and connect your store now and get social!

The next blog in the series will cover Twitter.

Google Launch “Hummingbird”

27 Sep

Google announced this week that they have launched a new search algorithm called “Hummingbird”.

Search algorithms are used to try and return the most relevant results when people type in queries in Google.  There are millions of sites out there so Google will try and fetch back the most relevant results they think should be displayed.  Google are constantly tweaking their algorithms, but this latest change is a bit different as they have completely overhauled their system.

What has changed ?

The primary change with the new algorithm is that it should display more relevant results for conversational queries.   This is especially useful with the number of people using mobile devices for their searches !

“Remember what it was like to search in 1998? You’d sit down and boot up your bulky computer dial up on your squawky modem, type in some keywords, and get 10 blue links to websites that had those words,”  wrote Google co-founder Sergey Brin.

“The world has changed so much since then: billions of people have come online, the Web has grown exponentially, and now you can ask any question on the powerful little device in your pocket.”

Specifically, Google has said that Hummingbird will not just take into account individual words but will pay more attention to each word within a query, ensuring that the whole sentence  is taken into account.  The idea is that matching sentences or conversations will naturally appear above only partial word matches in the search results.

What does this mean for me and my store ?

It is impossible to say at this early stage.  Hummingbird was launched a month ago, so you should check your traffic to see if you can see any  noticeable changes.  For most people the traffic will remain the same.   Some of you may see an increase or decrease.

Google say there is nothing new or different in regards to the SEO you should add to your store so our advise, as always, is to make sure your SEO on your store is the best it can be.  Check out our blog post on Search Engine Optimisation.

It is also an opportunity to look at other traffic streams for your store.  The old adage of not putting all your eggs in one basket also applies to your free traffic sources.

Where else can I get free traffic ? 

With the explosion of social media channels available to you this is an area that you should look at using to generate free traffic outside of Google.  Here at FreeWebstore we are always looking at ways of making your store integrate with these social media channels in functional and easy ways.  That is why we have launched a number of social media tools for you.

With the FreeWebstore Facebook StoreFront App you can easily  add your products to Facebook for Free directly from your FreeWebstore Control Panel.  You can also Tweet to tell your followers when you add an exciting new product or tell your followers about a special offer you may have on.  All from your FreeWebstore Control Panel !  How cool is that ?

You can also use the Marketing > Product Feeds section of your FreeWebstore Control Panel to access a range of Product Feed URLs. These URLs allow you to submit your products to certain shopping platforms, like ShopMania & Amazon which allows you an even bigger marketplace to showcase your products.

As always, our support team is on hand to help you with any questions you may have with this or any other subject!