5 Must-Have B2B eCommerce Features for 2021

5 Must-Have B2B eCommerce Features for 2021

In the past few years, B2B companies across industries have been adopting eCommerce as the main channel for selling products. B2B eCommerce alone accounts for $1 Trillion in sales today and continues to grow. According to TrustRadius, 45% of the B2B buyer demographic is 25-34 years old, making them the single largest demographic of B2B buyers today. But what does this mean for you, the B2B seller?

As buyers grow more accustomed to better customer experiences provided by top eCommerce platforms, there a growing number of features this new generation of buyers has come to demand from their suppliers. In order to grow your sales pipeline, retain, and attract these buyers you should seriously consider these 5 must-have B2B eCommerce features.

 

B2B eCommerce Features Your Store Needs

 

1. Advanced Site Search

 

site search

 

Advanced on-site search is crucial for making sure your customers can find exactly the products they need quickly and easily. Typically, B2B products have a lot of specific parameters, (weight, length, height, size, shape, etc.), make searches easy by allowing customers to search by these parameters or SKU numbers.

“We’ve seen the conversion rate of users who search be 6-8x that of visitors that don’t use search,” says Redstage CEO Adam Morris. “Utilizing search shows intent and having a powerful search is crucial to capturing high converting customers. If a user can’t find the exact product they’re looking for due to slow, out-of-the-box, and not customized for market searches, you will lose the sale.”

A powerful advanced on-site search can make all the difference. Smart search features reduce the likelihood of expensive returns, refunds, and abandoned carts. In Klevu’s new report, they found that shoppers who interact with on-site search are 216% more likely to convert. This group also accounts for 14% of all revenue. For these reasons, it’s critical to provide the best search experience possible. Don’t let a sub-part search experience keep you from unlocking guaranteed sales. See the rest of the report here.

 

 

“We’ve seen the conversion rate of users who search be 6-8x that of visitors that don’t use search” – Redstage CEO Adam Morris

 

 

2. Custom Product Filters

 

product filters

 

Giving your customers the ability to filter by different product parameters allows them to quickly find what they’re looking for on the category page. Custom product filters allow merchants to display more information about a product’s qualities or attributes and allow customers to more easily refine product searches.

AI-driven dynamic filters on your category pages can automatically display the most relevant attributes to customers, making the buying process even easier. Adding images in product filters can make the process even faster and remove another chunk of friction from the process.

One of our Redstage’s platform expert Solution Engineers, Aidan McKnight, had this to say, “If evaluating an eCommerce system, consider what options are available for custom product filters. Does the platform natively support this? Does the native search work well with custom filters? Are there third-party options available? Choose a system that meets your unique requirements or that can be built-to-suit if required.”

These can make all the difference between your customers finding the exact product they need or abandoning your site for a competitor.

 

3. Customer Segmentation Groups and Profiles

 

b2b customer profile

 

Segmenting different buyers into customer groups allows you to create profiles for certain kinds of buyers. This allows you to ensure different customers get the right pricing, see the products most relevant to them. It also enables you to utilize upselling and recommendations to increase average order value (AOV). Keeping your customer groups in mind when setting up site search and custom filters is key to helping the right customers see the right filters and results.

Using segmentation, separate customers into categories by company size, company needs, and industry. This can help you provide another layer of personalization and more value to different kinds of customers. A report done by Econsultancy and IBM Watson Marketing showed that customer segmentation is a top priority to 72% of executives in B2B marketing and eCommerce. If you are not part of that figure, it’s likely your competitors are.

“Successful B2B eCommerce includes considering customers individually and as groups.” says McKnight. “Consider setting aside time to evaluate your current Customer Group/Segmentation strategy and review the data of both customer groups and individual customers. Segmenting your customers is an opportunity to drive additional revenue through your eCommerce platform and provide your marketing team with valuable insight into customer behavior.”

 

4. Advanced Shipping Options

 

advanced shipping options

 

Some B2B buyers want fast shipping, even if it’s not cheap. At the same time, others want shipping to be as cost-effective as possible, no matter how long it may take. Keeping customer groups in mind, B2B sellers must provide advanced shipping options for all their buyers and serve their individual needs. Many B2B companies have complex shipping needs, like delivery to multiple locations or drop-shipping from different warehouses to keep inventory down.

Utilizing fulfillment software, such as ShipperHQ, can increase productivity and decrease headaches. The right shipping software can help build a shipping strategy that aligns with your business goals and these customer demands. Provide automatic checkout that considers what they’re ordering, how frequently, and how much volume every time to increase reorder rates. And provide order tracking and tailored shipping rates to customers with discounts and other arrangements automatically, all within one system.

 

5. Product Information Management software

product information management

 

Due to complex product catalogs and new buyer habits, it can be difficult for online merchants to keep product information updated and consistent across multiple selling channels or sites. Think about how complex information gets across Amazon listings, Walmart, local retailers, and DTC channels. A product information management solution (PIM) can help. These solutions provide a single dashboard to collect, manage, and enrich your product information. 

PIMs save you money by lowering product enrichment costs up to 5 times. They can also reduce returns by as much as 40%, and increase conversion rate by more than 400%, according to Akeneo. Imagine what you could do by empowering your team with a PIM, allowing them to update or change product info in one place and automatically update it wherever it appears on the web? The ability to update product attributes on the fly will only strengthen the power of custom filters and your advanced search. Altogether, these features can pack a punch and give you a serious edge over the competition.

 

Why You Need To Implement Now

 

B2B distributor The Binding Source saw huge gains after optimizing their B2B buying experience with the features mentioned above. They implemented strong custom product filters on their category pages, integrated ShipperHQ for advanced shipping options and optimizing fulfillment, and built customer profiles and groups to segment buyers for custom pricing and product rules. The result? Within 1 month of launching these new features, The Binding Source conversion rate skyrocket 170% and saw transactions grow 33%!

These B2B features aren’t simply “nice to have,” they’re must-haves. The stats speak for themselves. If your B2B eCommerce site doesn’t have all the features the new generation of buyers are expecting, they’ll find a competitor of yours that does. Contact Redstage to implement one or more of these features today!

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Redstage Launches 40-Day M2 Accelerator to Help B2B’s Get on Magento 2 Fast

Redstage Launches 40-Day M2 Accelerator to Help B2B’s Get on Magento 2 Fast

JERSEY CITY, NJ – Today Adobe’s Magento-Specialized eCommerce Partner Redstage announced the launch of our B2B Accelerator, B.A.S.E. The “B2B Accelerator Suite for eCommerce” helps B2B companies migrate to Magento 2 (Adobe Commerce Cloud) in 40 to 60 days.

Redstage’s Chief Revenue Officer Hasan Elkomey expressed his excitement for the launch. “We were one of the first agencies to publicly warn merchants about Magento 1 End of Life,” Elkomey said, “Now we have the fastest Magento migration solution on the market for B2B companies, who are historically underserved in the eCommerce arena.”

Redstage built the B2B Magento accelerator by combining a series of home-grown solutions developed over a decade of building and migrating Magento sites.

“Our culture of ‘Work smarter, not harder’ was the key that brought the M2 accelerator to life. We’re always compiling reusable components and DevOps tools we develop to better serve our clients.” Adam Morris, Redstage’s Founder and CEO added.

Redstage’s B.A.S.E. accelerator is the most recent in a continuous roll-out of solutions for Magento 1 merchants. Other solutions offered by the agency include a special “Magento Migration Loan” facilitated through Redstage’s partnership with PayPal/Braintree. Both solutions are intended to assist B2B and B2C merchants as Magento 1 End of Life approaches in June of 2020.

The announcement comes shortly after the firm completed replatforming four Magento 1 stores for Zwilling J.A. Henckels to Adobe Commerce Cloud, influencing a 50% increase in overall revenue.

 

About Redstage

Redstage Worldwide LLC is a web development agency specialized in building websites on leading eCommerce platforms. Redstage is an Adobe Commerce Cloud Partner and Magento Enterprise Partner known for B2B eCommerce transformation and their intimate understanding of B2B business operations.

 

 

3 eCommerce Technologies B2B Sellers Need for 2021

3 eCommerce Technologies B2B Sellers Need for 2021

In 2020, customers became bolder with their demands and expectations. You may have learned how to satisfy them with evergreen content, site optimization, and fraud protection. However, as 2021 picks up, merchants need to stay one step ahead of the competition by studying trends and going beyond customer expectations. Through convenience, conscious consumerism, and flexibility, these 3 eCommerce technologies help B2B companies boost sales and improve shopping experiences.

1. Conversational Search in the Rise of Convenience

 

voice search device for flexibility

 

Conversational Search is designed to mirror spoken search requests rather than keywords. Siri and Alexa changed the way shoppers navigate the Internet and retailers are finding new ways to implement “Conversational Search” in their SEO strategy. Thanks to technologies like Klevu, customers can interact with a search engine and find answers using their normal, natural language. Activating Conversational Search on your site gives customers easy, on-demand, and frictionless access to the information and products they want.

Conversational Search for B2B

Automated email blasts and informal sales outreach alone, no longer close B2B deals. 30% of web browsing sessions will be conducted without a phone screen this year. Ensuring your online store is ready to provide a simple experience through search is key. To reach your customers, you must:

1. Research: Optimizing search requires getting to know your potential customers. Research and learn the questions they’re asking, challenges they’re facing, their priorities, goals, favorite products, and the phrases they’re using to search for products you provide.

2. Optimize: Once you know your customers’ burning questions, conduct a full search audit, and optimize your site. Remember, 90% of executives research using their mobile devices before making a purchase decision. You can better serve your customers when your site feels conversational and your voice search feature is user-friendly on all devices.

3. Create Content: Voice-search optimization requires your content to reflect your buyers’ needs. It should be easy for your customers to navigate your site search through natural conversation. Include “ask keywords” in your voice search strategy that answers your buyers’ questions. Some examples include, “how can I strengthen my eCommerce strategy? ” or “what are the product benefits?

2. Loyalty’s Place in the Rise of Conscious Consumerism

 

loyalty card in wallet for flexible purchases

 

In 2020, “Conscious Consumerism” became mainstream. Now 65% of global consumers make belief-driven purchases. In addition, 66% of shoppers choose to stay loyal to brands that share their values.

Implementing platforms like Loyalty Lion will allow merchants to create unique loyalty programs. This will make it easier for customers to practice “Conscious Consumerism” while building authentic relationships between you and your customers.

Loyalty programs employed by companies like Stay Wildish are built upon members completing monthly challenges in exchange for points. Shoppers can then donate their points to non-profit organizations. This keeps customers returning to engage with the program as they earn social rewards they value.

Customers who are aligned with your mission are more willing to act as advocates and share brands with others who have similar values. By appealing to what your customers want, you’ll secure their loyalty long-term and increase their lifetime value.

Loyalty for B2B

To encourage your existing customers to return, implement a loyalty program in your B2B strategy that can help you acquire like-minded customers who will convert faster and stay loyal longer. According to B2B Marketing Academy, loyal customers are five times more likely to make a purchase and forgive mistakes. They’re also seven times easier to upsell if you include:

1. Personalization: One loyal customer equals a steady source of income. While B2B companies offer a smaller pool of customers than B2C, it’s critical to add a more personalized touch.  Your customers are online, meet them there. Personalize their emails, and provide multiple ways to communicate messages to them such as text alerts. Personalization efforts can drive a six-fold increase in sales!

2. VIP Rewards: Customers love specialized perks. Don’t waste a good email without offering your customers exclusives like reward points, product sampling, and early access to promotions. Keep your customers’ goals in mind by figuring out how your reward points can directly impact their lives and be useful beyond your company’s objectives.

 

3. New Expectations Demand Shipping Flexibility 

 

Shipping Flexibility

 

Customers want options, and they want them on their terms. Fast shipping, however, is no longer an option but an expectation. Retailers need to start looking at innovative and alternative shipping services and tools like ShipperHQ to meet these new expectations and create new and better experiences for customers.

BOPIS (Buy Online, Pickup In-Store) is a relatively new buying option that continues to rise in popularity. Like B2Cs, B2B companies are implementing this strategy to change how they interact with their customers. Just think about it, if your customer needs a machine part or tool that day, BOPIS allows them to buy it through your website in minutes and pick it up at a nearby store, reducing their project timeline. This also helps with items that have shipping restrictions and can take a long time to arrive where the customer needs them.

Additionally, 75% of BOPIS users make unplanned purchases while they’re in your store, according to Agilence. If Home Depot, Lowes, and Amazon can offer BOPIS options, it’s time more manufacturers and distributors take advantage of this powerful technology.

Other buying options include above-and-beyond services like same-day, white-glove, or in-home delivery. The construction, wholesale and distribution, and automotive industries can benefit greatly from it. For example, construction employees are often sent out to pick up orders. Same day delivery can save project managers time and money. These implementations will keep merchants ahead of their competition and improve customer experiences.

Shipping Flexibility and B2B

B2B customer demographics are shifting. Millennials are becoming decision-makers and they’re expecting miracles. More than next day delivery options are driving sales, they’re relying on innovation and technological advantages to make their lives as buyers easier. Shipping is one of the buyer’s final touchpoints and  B2B companies can improve these experiences through:

1. Price Transparency: B2B customers expect online stores to reveal shipping costs before purchasing. Consider options that are fast and can cut down shipping costs.

2. Flexible Returns: The ability to provide flexible and easy return options will make or break your reputation. To keep your customers’ trust, provide a clear and easy return policy on your website and include return labels with shipments.

3. Efficient Distribution Strategies: B2B eCommerce sales in the U.S are expected to exceed $1.18 trillion by 2021. Success in the marketplace comes from adapting to customer demands but also being aware of rising threats. Adding more distribution centers and new technologies that can improve tracking of shipments, real-time traceability, and threat detection such as environment monitoring can help streamline logistics.

 

Final Thoughts

Your recipe for success in 2021 is to take today’s latest technical capabilities and implement them, while also looking ahead to future trends. Effectively engaging customers at the beginning of their shopping journey, encouraging repeat purchases through advanced search, loyalty programs, and shipping convenience should be at the forefront of B2B executive’s minds.
 
Olam International, a multi-national agriculture distribution powerhouse, has already implemented new shipping solution ShipperHQ along with advanced search by Amasty and Customer Approval extensions from MagePlaza with Redstage’s help. Utilizing Magento 2’s out-of-the-box B2B feature set, we helped Olam digitize operations for multiple multinational stores; OlamSpices.com, OlamSpecialtyCoffee.com, and OlamEdibleNuts.com. The latter of these being the first and only online portal for edible nut distribution in the world. B2B companies that not only keep up with trends but stay ahead of them will remain one step ahead of their competitors as well.
 
To find out how you can integrate these technologies and more into your 2021 eCommerce strategy, book your free consultation with Redstage today. And if you’re thinking about upgrading to Magento 2 but are strapped for time, learn more about our 40-day B2B accelerator here. 
Not All Chargebacks Are Created Equal… Here’s Why.

Not All Chargebacks Are Created Equal… Here’s Why.

If you read the last two articles in this series, you know “killer customers” often take advantage of DTC companies’ return and shipping policies. By now you’re probably thinking “What else can go wrong?” Well, we’re sorry to say, the list is quite long.

In 2018 Chargebacks 911 reported chargeback fraud cost merchants up to $40 billion per year. With increase in eCommerce activity over the past 2 years, we can expect that number to be even higher today. While the holiday season is behind us, the chargeback season has just begun. Continue reading to learn 2 more ways abusive customers attack your profits and how you to prevent them.

1. Friendly Fraud

 

woman looking at computer and smiling possibly committing friendly fraud

 

“Friendly Fraud” is when a customer files a refund or dispute with the bank instead of with the merchant. Committing friendly fraud involves no malicious intent and can be easily overlooked by the customer. In many cases, a customer may notice an unfamiliar purchase, receive an item that doesn’t match the description, or can’t reach a customer representative.

Friendly fraud may sound harmless, but it can severely threaten your bottom-line. In fact, the method accounts for 86% of all chargeback volume and is difficult to identify.

Preventing Friendly Fraud

Most customers don’t understand the negative effects a chargeback has on merchants. Therefore, preventing friendly fraud requires a multi-step, ‘nip it in the bud’ approach. Here is how it’s done…

      1. Make it easy for customers to quickly contact you.

Don’t give your customers a reason to go to their bank to file a dispute. Your customer service contact information should be accessible to anyone at any time. Include this information in all communication correspondence and social media platforms. Proving 24-hour support via phone or live chat (with these options clearly visible on your site) are great ways to ensure your customers come to you first.

      2. Provide clear product descriptions.

To prevent unnecessary chargebacks and increase conversion rates, customers should receive the same product described in the product description. Making sure your product descriptions are detailed and accurate can save you major losses.

By centralizing complete product data and then enriching product descriptions and specifications, product information management systems help reduce the chances of errors across multiple channels. This results in more users getting exactly what they are looking for.

–– Lynn Torbert, Director of Sales, Jasper PIM

      3. Verify all shipping and tracking information.

With all so many reports about new shipping scams, it’s important to create detailed shipping terms and conditions. Once tracking information is verified and the purchase is complete, customers should also receive a copy of all shipping and tracking information. This could come in hand in case a customer claims an unauthorized purchase. However, that’s another, more malicious type of fraud…

2. Deliberate Chargeback Fraud

 

Woman holding cash after commiting Chargeback Fraud

 

Opposite from friendly fraud, deliberate chargeback fraud is when a customer contacts a bank with the intention of disputing a purchase. Similar to an “Item Not Received” scenario, a customer intends to obtain the product or service for free. This type of online fraud is equivalent to brick and mortar shoplifters, accounting for 35% of all fraud losses.

In less extreme cases, chargeback fraud occurs when a customer experiences buyer’s remorse. They don’t want to confront the merchant, so they dispute the charge with their bank instead. In extreme cases, customers may dispute large orders by claiming they are fraudulent charges. This hurts the retailer’s reputation with the bank and pulls profits out from under them.

Providing a fast and frictionless customer experience is a priority for merchants, but can be costly without the right considerations. For example, most sites allow customers to file a dispute with one click. This makes it difficult to prevent chargeback fraud and leaves merchants empty-handed.

Preventing Chargeback Fraud

Since deliberate chargebacks and friendly fraud both heavily impact profits, your best option is to get customers to handle their disputes with you, rather than their bank. Whether it’s buyer’s remorse or an unauthorized purchase claim, you need to protect your bottom line. Consider implementing the following defense mechanisms on your online store…

       1. Provide a clear and flexible return policy.

Customers should know what items they can return and how to go about returning them. For example, add a 30-day deadline on returns and provide return labels with all online purchases. With this flexibility, customers are more inclined to resolve their return issues with you. Also, this will make customers less likely to take advantage of your return policy.

       2. Be prepared to fight back

For customers who claim an unauthorized purchase, evidence is key. There are many places you can acquire proof of purchase to protect yourself, especially during the checkout-process. Double-check shipping and tracking information, replay phone conversations and track down social media accounts if you choose to fight a fraudulent chargeback. This information can be the difference between saving your profits or watching money walk out the door.

Final Thoughts

Modern merchants need to understand the differences between deliberate chargebacks and friendly fraud. To protect customers and your relationships with them, you must successfully weed out the bad actors who purposely seek to defraud you. Remember, your goal is to protect your merchandise, revenue, and profits. Finding the proper fraud defense can be time-consuming, but we’ve done our homework to make it easy for you. If you’re interested in learning more about Redstage’s Security and Maintenance Bundles to help you strengthen, monitor, and maintain your site, schedule a FREE consultation today!  

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Are DTC Companies Risking It All For Killer Customers?

Are DTC Companies Risking It All For Killer Customers?

Let’s face it, customers have done a great job of redesigning the eCommerce industry through excessive demands and high expectations. However, what happens when these demands cut into profit, putting your company at risk? There’s a fine line between loyal and killer customers. In this 3-part series, we reveal the top 3 ways killer customers attack your profit, along with methods you can use to identify and avoid these scenarios.

Part 1. Return Abuse (This Article)

Part 2. Shipping Scams and How to Prevent Them

Part 3. The Difference Between Friendly Fraud and Chargeback Fraud

The Killer Customer

Whoever said the “customer is always right” certainly never encountered an abusive customer. Killer customers are more than unprofitable customers, they continuously drain money from your organization. Since a great customer experience is high priority, many merchants find it difficult to maintain positive rapport with the bulk of their customers while keeping killer customers at bay.

Return policies are meant to protect a company’s reputation and give them competitive advantages. However, in the hands of killer customers, returns can be the number one profit killer. The average return passes through 7 people before listed for resale, devaluing the item. After factoring in time and costs of shipping, processing, evaluating, and restocking returned items, only a handful of these items can be resold at full price, and many will be sold at a loss. Over time serial returners cause your bottom line to suffer, but modern merchants have options.

While you work hard to safeguard your store this holiday season, consider amending your return policy to combat the 4 most common abuse tactics your killer customers use against you.

1. Wardrobing

Lady in pink wedding dress sitting on bench looking to the right

Shoppers often purchase items they intend to use or wear only once before returning. This process is known as wardrobing and is most common with fashion merchandise. Today, wardrobing is a massive problem for retailers and online merchants alike, accounting for over 7.6 billion dollars in losses in 2017.

40% of retailers have seen an increase in “intentional returns” over the past year. This is proving to be an incredibly expensive burden for retailers to take on – particularly when almost half of the retailers are already seeing their margins being severely impacted by the cost of handling and packaging returns.

 -Scott Hill, VP of Product, Brightpearl

Preventing Wardrobing  

When implementing a solution, merchants must think of a cost-effective approach that doesn’t negatively impact honest shoppers. Implementing the Shark Tag is popular new approach retailers are taking. The Shark Tag is a one-time at-home removable tag attached to garments. By placing tags in visible areas, the idea of wardrobing becomes less attractive to customers. Once the tag is removed, items become non-returnable and non-refundable.

2. Fitting Rooming

white-and-black-floral-cap-sleeved-shirt-

As you know by now, customers expect brick and mortar stores to mirror the same shopping simplicity they experience online. The reverse is apparently also true, with some killer customers bringing the “fitting room” home with them. This process is called “Fitting Rooming” and in these cases, customers order the same item in different sizes and colors to try on at home. Once they are satisfied with their item of choice, all the unwanted items are returned. Online stores that offer free returns are key targets for this kind of abuse.

Preventing ‘Fitting-Rooming’

Solving the issue involves a more creative approach that can increase brand loyalty and invite new customers. Retailers can adopt a “Try before you buy” service to allow customers to test out items they’re interested in before being charged (normally between 7-30 days). Subscription boxes also follow a similar approach, allowing customers to pay monthly to sample specific products before purchasing. These strategies help merchants keep track of specific items they expect to be returned, lowering the costs associated with unpredictable ‘Fitting-Roomers.’

By the end of 2019, A quarter of all retailers are expected to incorporate a “try before you buy service.” This practice allowed companies like Stitch Fix to see a 25% increase in net revenue over a year. Customers are more likely to opt into “pay later” options with confidence, knowing there’s a hassle-free return involved. Best of all, you’ll see an increase in conversion rates.

3. Counterfeit Returning

Close up on two store receipts

We recently warned eCommerce companies about cybercriminals getting creative with their hacking tactics. If you gave the article a read, you may not be surprised to learn killer customers are getting just as creative. Thieves a re now using high-quality scanners and printers to make counterfeit receipts and return merchandise they’ve previously stolen from stores. Also, customers are taking extreme measures to use fraudulent credit cards when making online purchases to return items in stores in exchange for money or store credit.

Companies like Nordstrom built brand loyalty based on their legendary “free to return everything” policy. This policy allows customers to return items without a receipt regardless of when (or if) the purchase was made. Abusing this policy can severely damage sales, gross margins, profitability, and most of all, make inventory management a nightmare.

Preventing Counterfeit Returning  

To eliminate counterfeit returns, it’s always a good practice to require receipts. Take it a step further to implement a 30-day limitation on returns and/or restrict popular items and high-volume orders from being returned. These minor tweaks will turn away customers who seek to return stolen merchandise and can also keep away Fitting-Roomers. Lastly, utilize an ERP or platform, tracks repetitive returns by requesting proof of identification. This process makes it easy to cross-reference sales and get alerts when a customer excessively returns items. Once you know who your killer customers are, you can ban them (or at least take them off your email lists).

4.Customer Service Abuse

Abuse from customers is not part of the job sign

Offering lenient return policies, providing 24/7 accessibility, and creating engaging content reflect excellent customer service, but there’s a limit. These practices subject retailers to vulnerabilities as abusive customers take advantage. Identifying and dealing with these customers becomes difficult and, in some cases, an expensive task to take on. Customer representatives spend hours handling disorderly phone calls and receiving verbal assaults. This manipulative tactic is used to further gain refunds and discounts from merchants.

Beyond assaulting your customer representative, your reputation is next in line. If customers don’t receive the shopping experience they feel they deserve, they will switch to you competitorwhile dragging your reputation through the mud. Social media is easily accessible for killer customers to provide negative feedback about their experiences with your brand, and can spread like wildfire. Upsetting the wrong customer with the right amount of influence can become a PR nightmare. If your brand has a bad reputation, 90 % of customers won’t shop with you.

Preventing Customer Service Abuse

 After implementing the previously mentioned solutions. Invest in training for your customer representatives. Focus on equipping them with the knowledge to properly manage abusive customers using proper escalation procedures. Lastly, closely monitor all social platforms to stay on top of negative comments, and have policies that clearly outline how and when your reps are allowed to pass on benefits and freebies to customers. You can also use Instagram’s “hide offensive comments” feature to automatically filter out offensive comments and block users on the platform.

Final Thoughts

Analysts predict that online and offline return fraud will cost companies $550 billion by 2020 and $3.5 billion during the holiday season. While the goal is to satisfy your customer and keep them coming back for more, be sure to protect your business in the process. However, as we pointed out above, serial returners and abusive customers can have a similarly devastating affect on your business. If you don’t have much info on your killer customers, now may be the time to rethink your priorities, especially as the post-holiday returns season looms.

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