How to Offer Great Customer Service

The holidays are fast approaching. It’s the busiest time of year for e-commerce and print on demand is no exception. With more and more customers shopping in your online store, it’s essential to provide great customer service.

Why is customer service important?

People remember how you treat them. Customer service is just as much a part of your brand as your products, logo, and website. The service you offer your customers can make or break their experience shopping with you. In fact, in the USA, 86% of buyers will pay more for a great customer experience.1 And on the flipside, 32% will walk away from a brand they love after a single bad experience.2 The numbers speak for themselves! Make sure you’re ready to offer great service over the holidays to ensure a successful season full of happy customers.

What’s in it for me?

When you provide great customer service to your print-on-demand customers, everybody wins. Happy customers can only help your business. Here are a few of the benefits you can look forward to when you offer great customer service:
1. Return customers: happy customers are more likely to remain loyal to your brand.

2. Good reviews: as any e-commerce business owner knows, good reviews are worth their weight in gold.

3. Higher profit margins: the more popular your brand becomes, the more you can charge for your products and service. That means more money in your pocket, and who doesn’t like that?

4. Referrals: make it your goal to get your customers to recommend you to their friends. Referrals are more likely when your customer has not only a great product, but a pleasant experience shopping with you from start to finish.

5. Stand out from the competition: if you’re in a competitive niche, great and personal customer service could be what tips the scales in your favor and sets you apart from your competition.


How can I improve my customer service?

Manage expectations

Communication is key! Customers want to know when their purchases will arrive, especially if they want them wrapped and waiting by Christmas Eve. Let your customers know up-front what to expect, especially regarding shipping and delivery times. To avoid disappointment, be cautious and give them a later estimated delivery date than anticipated.

Respond quickly

Taking a long time to respond to a question or request could mean a lost customer—especially around the holidays when people will be shopping around. If you don’t have time to answer all your customers, consider hiring support. Sites such as Upwork and Fiverr are perfect to find short-term help that has already been verified by business owners.

Follow up 

Nip bad reviews in the bud by following up with your customers after they purchase with you. Ask them how their experience was and if they’re happy with their product. That way, you’ll get the feedback directly and be able to troubleshoot and fix problems before they’re made public.

Use tools to automate

Time is money, so save yourself some valuable hours by automating part of your customer service. An auto-response will never be as good as talking to a real human, but it’s a great starting point and can help your customers feel looked after. Chat bots, virtual assistants, automated email or instant message responses, and abandoned cart emails are ideal places to start automating. Shopify, Magento and WooCommerce all offer apps that can help you automate parts of your customer service. Check out Shopify’s customer service apps for more.

Offer loyalty schemes

Build brand loyalty and keep your customers coming back with a little incentive. Offer a discount off their next order or reward them for subscribing to your newsletter. Loyalty schemes will help your customers remember your brand and make them more likely to purchase from you in the future.

Ready to take the reindeer by the horns and prepare your business for the holidays? Head over to our SPOD Holiday Support Hub for all the important updates and helpful guides you’ll need for a successful season.

Not registered with SPOD yet? Start your online store now.

110 ways to improve the customer experience for your print on demand clients 

2Customer service 101 for print on demand