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  • “Wow” your Buyers with Great Customer Service

    General Discussion Created 3 years ago | Updated 3 years ago
  • Ebere O Ebere O B
    Dear Sellers,
    
    Konga encourages you to strive for good feedback from buyers as these feedback encourages you to do better and will keep your buyers coming back. 
    However in other to achieve good feedback, it is necessary that you put in place “good customer service”.
    There are a number of simple things you can do to boost business. The most important thing is to understand your customers' needs and figure out how they can be met. This will encourage positive feedback and repeat of business.
    
    Be Willing to Answer Questions: More often than ever, a potential buyer is going to have a question(or two, or more) to ask that you did not include while listing and may decide to drop a message for you as a seller. Consider replying to all inquiries as quickly as possible to keep your buyers coming back. They say little things matter hence always remember to thank your buyers and encourage them to ask more questions.
    
    Provide Value: We are aware of how much “we” (Nigerians) like “freebies”.  It’s an incentive that attracts little or no cost at all. Offer your buyers free gifts with a purchase. It doesn’t have to be expensive. By simply adding a product they didn’t pay for alongside what they ordered will create a “wow” effect in the minds of your buyers. Also be ready to meet your customer’s needs like free installations, provide beautiful packaging. All these can come at a fair cost. 
    
    Check-In: During the sales of an item make sure the buyer feels important and cared for and constantly check back with them to confirm whether they have received their order. Be careful not to hover around them as this might make them uncomfortable.
    
    More Tips….
    A) Propose similar products to them in case an item they ordered is out of stock or wrongly received an item totally different from what they ordered. In this case, apologize for the oversight and offer to even chip in a “freebie” alongside the right product to lighten their mood. 
    
    B) Once the sales transaction is completed, ask them how they enjoyed the experience and make them give good reviews and good communication ranking.
    
    Ultimately, customer service is more about communication. Good communication is very essential for the growth of your store. It is therefore, crucial for you to pass the necessary information and impact positively on a buyer.
    
    
    Happy Selling!

Comments

  • Ebere O B
    Posted 3 years ago
    Hello Akorede, 
    Your request is under review, a feedback will be communicated to all parties as soon as this is being implemented.
    Please forward the returned order number to mall@konga.com for a swift resolution. 
  • AO
    Akorede O S
    Posted 3 years ago
    The write up sounds interesting, but my question is how has Konga team assisted merchants to achieve better when I have been complaining for over 4months that the feedback messages am sending to customers are not delivering to them.this is not a network issue,the page will bring successfully sent but it won't appear in the conversation,I have written 6mails on this to mall but all I get is our technical team will look to it,to so many prospect for more than 4months now,they see me as irresponsible merchants not knowing this is beyond my capacity,as I can't get any other means to get in touch with them since they are only making enquiry.
    Also,how do we serve customers better when goods has arrived Victoria island kexpress for the 16days and has not been taken out for delivery?nor the product returns back to me,the worsen part of it is the customer has even cancelled the order after my several plea.
    Konga ,not just by articles but......doing the needful!
  • Ebere O B
    Posted 3 years ago
    Hello Nnaji, 
    You will be unable to edit or remove a review at the moment. We are however looking into making available this functionality and a feedback will be communicated to all parties as soon as this is being implemented
     
  • No
    Nnaji o S
    Posted 3 years ago
    Hello Ebere, 
    Please how do we rectify a poor feedback given by a customer who does not know how to use a product,  ignores the instructions on the package and goes ahead to give a bad feedback calling out the product as FAKE. 
    
    When I reached out to the customer,  the admitted she has never used the product before and admitted she did not read the instructions on the package and does not know her review was public. 
    
    She wants to change what she has written after I instructed her on how to use the product she tried it and admitted it was original but does not know how to change it. 

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