The importance of customer service often talks about customer service, but many companies including e -commerce stores are in There is still room for improvement in actual implementation. In a fierce competitive market, the store needs to put customer service at the top of the priority list, and find a way to make meaningful changes.
A study of American Express shows that 70% of shoppers spend more money and are more willing to conduct business with companies providing high -quality customer service.
Similarly, in a study in Microsoft, 96% of the respondents said that customer service is the decisive factor for their brand loyalty and repeated purchases. 54% said they paid more attention to customer service than a year ago.
A company that understands the importance of customer service is WJD Exclusives, a high -end jewelry dealer headquartered in New York.
WJD exclusive
WJD Exclusives was established in 2002. It launched its premier online jewelry business. Its dream is to provide their loyal customers with excellent handmade handmade and exquisite handmade exquisitely. Jewelry, which still provides very affordable prices.
According to the co -founder and management partner Vahan Avagyan, \”We were about 15 years ago 15 years ago Starting to carry out this business. The entire background of my business partner is high -end jewelry. I and him have made this brand today’s success.
The co -founder of the co -founder Partnership partner Vahan Avagyan When we just started, I would stand outside to distribute business cards outside -I will not hesitate. We do our best to spread information. : Online advertising, social media, my personal Instagram page. Although it is at a very small level, it is like a snowball in the end.
If you take care of your customers, in the long run, They will come back and bring their friends.
We are unremitting -very persistently to build our success.
Sometimes it is very painful at first, because there are not many orders every day . But even in the days when we did not
any
come in, we know where we are going. \”
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Avagyan said that this success is largely attributed to their pride in the service of excellent customers. WJD Exclusives lists all jewelry on its website, maintains its own inventory, handle all product photography and marketing videos, and hires internal employees of professional jewelry dealers.
\”Because we have on -site jewelry dealers, including my business partner, we can make basic changes very quickly. When customers have maintenance requests, we don’t need to need Send it to a different place for maintenance companies that may take weeks, but can provide services up to one or two days.
We get a lot of satisfactory feedback from customers.
They they Sending through the chain, we notified them here, and within two working days, they received an email and said, \”This is your new tracking number, which is returning. \”They are like, \u0026#39; What do you even do to it?!
Yes, yes , Of course, We repaired it . \”
There is still a long way to go to the place where they start
WJD Exclusives A very basic website and some product lists start their business. Every day, they focus on improving existing products, improving efficiency, and accelerating sales processes. Now, WJD Exclusives provides 24/7 all -weather customer service, including real -time chat and telephone support -these functions stem from attention to understanding customer needs and needs, not just initial sales.
\”Compared with the first year, our efficiency is much higher today. We now have more than 13,000 different colors, materials and sizes. \”Avagyan said.
They will continue to grow and succeed in two things that are woocommerce and afterpay.
Woocommerce WJD Exclusives website use WordPress and WoOocommerce. The reason why they chose Woocommerce is because of its flexibility, Low -start cost and the ability to completely have the content of the construction. Woocommerce allows Avagyan to modify and display multiple product variants and product images and video functions, as well as quickly perform back -end modification, update SKU variants, and add custom data fields.
\”Woocommerce has many advantages, especially its flexibility, I think this is the main reason we choose it,\” he said.
\”Due to the flexibility and ownership of the database, it is natural to choose Woocommerce, right?
Of course, we must find our own solution for the server and maintain the server to ensure that it is very fast. , But Shopify does not allow you to use the calculator and start adding everything you want to build. It does not allow you to add existing content like WooCommerce. \”
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Avagyan and the team like to customize, which will be more difficult on many platforms, and it is impossible to even on other e -commerce platforms. They will modify the database or change the list of SKUs and variants, and even add additional data fields.
Post payment Another method of improving customer satisfaction is to provide multiple payment methods. Purchase now, future payment (BNPL) solutions allow customers to purchase flexibly and receive their orders immediately, but need to pay in installments.
AfterPay — the preferred partner of WJD Exclusives -one of the most popular BNPL providers in the United States, with more than 13 million registered users.
According to Grand View Research, INC, the market size of BNPL is expected to increase to US $ 20.4 billion by 2028.
Why?
AfterPay data shows that many shoppers prefer to use the BNPL options -especially the young options. In fact, if the BNPL is available, 69% of the millennials and 42% of the Z -generation shoppers are more likely to buy .
BNPL options can not only increase conversion rate and average order value, but also truly suckQuote from customers to the store.
In fact, Avagyan estimates that WJD Exclusives has more than 30% of the traffic from the afterpay market, and since activating the payment service, the company not only saw the improvement of the average order value (AOV), they also saw fewer less ones Customers return.
According to Avagyan, afterpaay also increased customers’ trust in the company’s trust in the company Spend.
\”Once the level of trust rises, your value will rise. Customers start to think of ‘Okay, okay, right? If I can trust these people at a price of $ 20, maybe I can continue to buy this $ 10,000 necklace. ‘\”
So for shops like WJD EXClusives, afterpay can provide:
123] higher conversion rate higher average order value Expanded customer base
More return customers
\”Yes, WooCommerce is great,\” Avagyan said, \”And afterpaay is so great. Many of our customers benefit from it, so I don’t want to imagine the world without afterpay. I don’t want to imagine
] Our business does not have AfterPay! \”
Find AfterPay in the Woocommerce market and register a AfterPay merchant account.
When asked about the critical time of the success of WJD Exclusives He said,
\”Everything we do is customer -centric, even if the customer is a company. From the first day, listen to the needs of the target customer, whether it is high -quality service or high -quality physical products.
Therefore, the owner must happen behind the scenes to achieve their goals. However, it is certain that creating an excellent customer experience should be the primary task of the list. Ensure that you have exceeded the customer’s commitment. This is to give upThe reason for them.This is why they you promoted your business.This is how you find the gold of a small business.
