Customer Service for Online Stores

In a world where I-pads and online shopping play a big part in consumer lives, it’s important to consider how you can effectively still deliver strong customer service – despite a face to face encounter. It doesn’t help that as small business owners, we compete with big-box stores online (and everyday, let’s face it). But that can also be to our advantage. Here’s how.

1. Personalize your order confirmations. Unless you are dealing with twenty plus a day, this is very manageable. A customized thank you and receipt of order being placed is a fantastic way to share a customer experience that leaves the customer feeling like they have actually had an experience.

2. Package product with care & beauty. Don’t just wrap a product in tissue, put it in a box and send. Instead, create a beautiful package that is exciting for the customer to open – even if it is not a gift. This experience helps create the brand  of your business, as well as leaves a lasting impression on their overall customer experience.

3. Confirm shipment & delivery. Once a package has been shipped, do not consider your job done. Instead, send an email with an estimated delivery date, then follow up a few days after delivery to ensure everything is satisfactory. Often this will lead to conversations that customers will feel engaged in, sharing insight with you that you would never gain otherwise.

Remember that being a “boutique” business lets you stand apart from the competition – so don’t be afraid to do just that. Add special extras, offer thank you incentives (20% your next purchase is always welcomed by customers) and be bold in your total boutique branding. This sets you apart from the big-boxes and even other indies out there. And ultimately, this sets you apart in your success, as well!


  • Aditya
    March 22, 2012

    Great article on retail customer service and its importance . Read an informative commentary on consumer and retail products @

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