The fashion industry is all about reliability. How fast can someone get into contact with your brand if a shirt doesn’t fit or if something they ordered isn’t how they imagined it? What if something they ordered arrives damaged? For a lot of people, online shopping is a way to boost their mood, so when a package arrives—they’re looking forward to it. When they open it and something is wrong, it’s a huge bummer.
If they reach out to your customer service team and are further let down, they probably won’t shop with you again. In order to retain customers, you need good customer service. And while this is true of all types of brands, it’s especially true in the fashion industry.
If you’re looking for tips about fashion customer service, look no further. Here’s a guide on how to ensure your customer service is the best possible when working in the fashion industry.
The eCommerce Business Model
eCommerce is a lot different than other types of business models. When it comes to selling a product, you need to have reliable customer service that is ready to help at the drop of a hat. With that, you also need to determine what the plan of action is when someone wants to return something. Do you offer a full refund, do you offer store credit? Do you require the item to be sent back? These are all things that you should think about when building your business model.
Not only that, but they’re also things that your customer service team will need to know.
Using Influencers for Success
Most fashion companies use influencers these days. Using an influencer helps to get the name of your brand out there. By using people with large followings in exchange for free clothes (and payment in some circumstances) you can build a great partnership.
However, who’s going to reach out to these influencers and speak to them about building a partnership? This is something you need to plan into your customer service and marketing strategy.
Having a Good Website
If you don’t have a good website, you’re going to get a lot of phone calls about why your website doesn’t work and a lot of customers who give up and decide to shop somewhere else. When people purchase things off of your site, it’s incredibly important to make sure that the site functions properly and efficiently.
On top of having great customer service, you also need to have great IT support to ensure that your website will be back up as soon as possible. On top of that, if the website glitches and makes a mistake, such as charging someone twice or losing an order, your customer service team will need to be ready for that as well.
Your Brand Message
Your brand’s message and story are crucial not only to your brand as a whole but also to your customer service. Your brand message should speak through everything that you do at your company, including your social media and customer service teams. If you state in your brand message that you pride yourself on having high-quality fabrics and well-made garments, you’re going to need to follow through with that.
If you don’t follow through, customer service will hear about it from your customers. Not only that, but your customer service team should reflect your brand as well. If your brand is luxurious, you may want your customer service script to reflect that.
There are so many ways to ensure that your customer service lives up to your brand’s name. Hire people who are experienced and fit your brand in order to get the best results.