GPSGuided wrote:Problem with email is, too many people use it as a chat service and use it send out half baked questions and requests. It would cost a business a bomb to support those queries when the volume is considered. So not surprised at all.
A business has two options in this case: (1) work with the customer and their behaviours or (2) get upset and provide a substandard level of customer service via this channel. Every shop has customers that come in, waste their time, or act in less than ideal ways. It's up to the staff to manage these situations. Email is a legitimate form of communication, either do it properly or not at all. If email is too much of a hassle, then a business should not publish their email address - that will well and truly send a message to those people that prefer to use it.
We use various tools to help us respond to customers. For example, our emails go through Zendesk. It allows us to very easily track and interact with staggered conversations. We love Facebook Messenger too, because of the conversational nature of interactions there.
benjabimon wrote:It is awesome that you can say that Paul, especially as you are employed by an online retailer competing with overseas competition. I've had enough of the Gerry Harvey's of Australia whining about the decline of their business because of things like 'no GST on overseas purchases, boohoo!' and the like, when really the problem rests with them.
Can't beat 'em, join 'em. There are plenty of things we can offer that that offshore behemoth can't. We like to play to our strengths and enjoy being kept in check by the competition. I was reading an article the other day on marketing news site, Mumbrella, that was talking about
getting back to customer experience in lieu of 'brand story'. Getting back to basics is what will see Aussie businesses thrive again, in my humble. The pie hasn't shrunk as much as people think - it's just more businesses are having a piece of it.
It's true in the hospitality sector. It's a sector in which growth is several points higher than any other in Australia, and largely what is driving this is well-executed, targeted offerings that provide a whole customer experience. I'm one of these guys that likes visiting small bars, and Adelaide has erupted with them in recent years. And, pretty much each and every one of them is operating on the basics of customer experience. Those that neglect this swiftly close.
benjabimon wrote:Having bought a sleeping bag from Snowys (at a very good price) I can attest to you backing up what you say with how you conduct your business. That bag was sent to my house real fast.
I'm so glad to hear it!
That fastness simply comes down to a great relationship with our couriers and super fast dispatch. 99% of the time if your order is in by 1pm it'll be dispatched that day (we then have customers in Melbourne receiving it the next day, but don't count on that.
). This is only not the case if we have a particularly crazy busy day, say on the lead up to Easter, Christmas, Father's Day, and some of the other holidays. Or if there has been an issue with the courier. As they say,
stuff happens.
Crazy keen tramper / trekker / hiker. Former South Australian. Now, exploring the tracks around Melbourne and Victoria.
