Complaints and feedbacks are a perfect opportunity to engage with your customers. It gives you the opening to start a conversation and genuinely show what you and your business are about. Ignoring feedback broadcasts to customers that you don’t care about them.
This is the connection economy, social and connection being the key words here. It is impossible to connect with people if you only talk about your products without taking the time to listen.
Here are some of the complaints from the online buyers that seller tend to Ignore:
1. Security concern
It’s clear that customers are worried about security breaches and identity theft, but they’re also worried about privacy and what companies are doing with their data. They constantly feel unsafe when purchasing something online without seeing the
PCI DSS compliant logo.
Companies constantly receive this kind of complaint “Your website is not protected very well. I don’t believe your website”. Such complaint is a threat to any companies. Thus, all companies have to consider taking up PCI DSS security. Customers will feel at ease because they know that their data will be kept confidential. In general, people believe keeping control of their information and privacy is important.
2. Website’s server speed
This matter has always been a hot topic among e-Commerce websites. The speed of the server becomes slower due to heavy traffic. In some cases, the website will even crash due to heavy traffic, unoptimized image and external embedded media (cut down fancy videos and stuffs). Such issue should be curbed and solved quickly.
Companies should find the bottleneck to the issue. Maybe find new website developer that can aid your company with new and latest features of technology that can avoid slower server and crashing your website would be the solution. Customers will be pissed off if this occurs. Some of them will even never go back to your site and make any purchases.
3. Late Response from the Customer Service
This is very bad for the company especially if the company ignored the customers that make complaints through customer service hotline (either via email, mail, chat bot, texts or even call). Customers always complain for the late responses from the company itself. Usually customers need help in terms of policies like how to return the parcel.
Customers will also express their dissatisfactions towards your company’s products and services and they want you to improve it. Good customers will complaint to you and not simply throw harsh word on social media and make it viral. Therefore, companies should be thankful that you receive feedbacks from customers and respond as fast as you can. Without customers, there is no business.
4. Limited Payment Options
Customers present in every age. Doesn’t matter if he is a 9 year old kid, he is still a customer. However, in this era, most of the payments are made via online. People embrace the technology of payment. But a kid could not make a payment online without a legal bank account neither having a credit card. Therefore companies have to figure out a way to have multiple payment options that can be used for its customers from kids to adult. This has always been the issue. Customers always complain that they have less payment options.
Some of them have no online banking account or credit card. Some of them prefer COD and some of them prefer banking transfer. Thus, provide them with multiple payment option so that they do not feel burden when making payments. Aid them with online and
online to offline payment (O2O) too. Make sure all the payment methods are safe and convenient for your customers.
All in all, there are a lot of other complaints that customers always make. If you own a company, please respond to customers’ complaints and feedbacks. Analyse each of the complaints. Know their problems and solve it.
| About the Guest Author:
Nabihah Jasri is an intern researcher for a marketing department in a fintech company.
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