One thing is for sure. There are a ton of new customers on the internet by the minute. Many of these customers are used to top notch customer service, and they expect it. Bottom line, if you sell over the internet, you better be able to provide first class customer service, or you’ll lose customers in the end.
Not only should you communicate via internet, but people very much appreciate a phone call. Otherwise, they wouldn’t be providing you with their phone # at all on the order. Of course you may not be able to call EVERY customer and honestly there may not be a good reason to do so, many people enjoy not receiving phone calls as well. But if a customer is purchasing a high dollar item such as a truck cover or custom cargo net, a call or more than just one call is definitely called for!
We hear horror stories of people purchasing from large retail sites, you know who they are, only to discover that when they have a customer service issue, it’s impossible to get somebody on the phone to deal with whatever problem they have.
If you’re purchasing automotive aftermarket accessories online and you can’t find what you’re looking for, just give us a call and we’ll source it for you based on your specific truck year, make, model and bed size depending on the product. Just placing an order online for what you think will fit your vehicle, is risky. And many online retailers don’t offer support from people that specialize in vehicle cargo management. If you see a SEMA logo on a site that you’re purchasing automotive aftermarket accessories from, you can pretty much guarantee that you’ll get great service.
It all comes down to specialized customer service. The foundation is not in outsourced call centers in the Phillipines or anywhere else, it’s with Americans providing old-fashioned customer service from the inside out, people who specialzie in the products that you sell and who speak English. I had a rep once ask me for my social security number, and this person was in another country. I just laughed and hung up.
When someone places an order on our site that requires attention or follow-up, we constantly get kudos from those who placed the order claiming that it’s almost undeard of to receive a phone call from a website that you’ve purchased from. We’re here to change all that. Customer service is in our blood, and we provide unparalleled customer service, guarantee the lowest prices, and treat every customer the way they expect to be treated.
Graham Solutions
619-884-8563
