Role Customer Care Plays in Success & Failure of your Print Commerce Business


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Customer care without doubt is very important for any business. A customer’s experience affects all that you do in your business. For a Print Commerce Business, the customer service plays a major role in its success & failure. Want to know how, take a look at the role the customer care department plays in the success & failure of your print commerce business.

Customers have many expectations and they want that they are understood when they are looking for something specific. They want companies to be honest when it is comes to services they will provide to them. You need a huge customer database in order to grow in the print business. If you want to give tough competition to your competitors, you must have good number of happy customers in the print businesses.

Why is Customer Service Important in Printing Business?
You always talk about how to give a great customer service experience to your customers, but little do you know why it is so important. In addition, once you have figured that, the motivation to improve on it will get bigger. Customer Loyalty is powerful enough to make a Brand. A print business happy customer will become your regular customer, and a satisfied one will recommend you to friends, colleagues, and family.

Invaluable Customer Feedback
You need to create an amazing customer experience that will enhance customer retention and loyalty. One small mistake can kill or break the relationship you have maintained over the years. Where printers have simplified the on-boarding and implementation process, the concentration on customer service is not that much. For any printing business, it is important that a regular feedback from the customers becomes an important activity and one of the core duties of the team to ensure that you are able to solve the problems of your customers. Some business owners think that putting efforts in customer service is more than enough, but are your services satisfactory to your customers. You still have not figured that out. Therefore, customer feedback is very important.

Some facts
• 68% of customers want to get rid of their vendor because they do not feel cared for. Their vendor might care, but he does not show them enough how much he cares, which leads their customers to find another vendor.
• Where some companies want to cut down on customer service costs, there are 86% of US adults who are ready to pay more for a better customer experience.
• 73% of US adults fell in love with the brand because of the company’s excellent customer service.
• 89% switched to the competitor because their customer experience was bad and they did not get good response from the customer service department.

Hence, taking customer feedback helps you improve your services and you can save the 89% customers from leaving you and taking shelter under your competitors. You can get the feedback by asking them for their reviews, or understanding the conversation you have with them over chats. This feedback will give you an overview of:

• What improvements are required in your print commerce business?
• How many customers will actually use your portal for their printing needs?
• How to retain your old customers’ even it means to make a few amendments in your current system?

Understand your Customer’s objective
To be able to give your customer a good experience on your print commerce website, you need to, first understand his objective to approach you. Every customer has a clear objective to come to a portal, and when it is for printing, the goal has to be definitive. There could be a possibility that he wants to give you bulk order for his company’s t-shirt and hence is looking for someone to print their logo and some image on the t-shirts. Are you able to provide the same to your customer with a simpler process is a bigger question? If you want to give them, good experiences then you need to make sure you know what they want and that you are able to provide the same to them with a simpler and quicker process.

Are all the departments on the same page?
For a great customer service and experience, it is important that all your departments work coherently to get the same results for which you are thriving. Your sales and marketing teams should have one objective and that is to retain the customer. To retain a customer, they need good customer experience. Make sure your teams are trained well in order to get the desired results. There are many competitors in the printing business; one small mistake can lead to the other resulting in your customers turning to your competitors.

Your teams should be well coordinated so that the customer is not stuck anywhere. Create an environment where your customer does not feel left out at any point. Be it sales, marketing or customer service all should work together to get the best results. If your marketing team is promoting something new in your print commerce store, then your sales team must be aligned to bring them to the final purchase and your customer service team should be ready to help in case they have any query while making their final purchase.

Ask what they like about your competitors
Another important strategy you can use with your customers is to ask them what they like about your competitor print business. Your prime goal for running a print commerce business is to give solutions your customers want. If they are running to your competitors for their needs then you need to add those features in your current system. Saying NO to your customers is making it easy for your competitors to grab them.
Hence, you should rather work the other way, ask what is good about your competitors, and make sure to incorporate those features to keep your customers loyal to your company. This will make them feel special and they will always remain loyal to you and your brand.

Having the Best Customer Service Should be Your Priority
If you wish to have the best customer service, the first and foremost things you need to know are services and products that you are offering in your print commerce store. Getting regular feedback from the customers will allow you to serve them better. Putting your customers first is your first step to getting success in your printing business. Because you need to understand, that you have brought your print business online for the convenience of your customers.

Train your teams well, so that they can solve the queries of your customers and keep them happy & satisfied with the solutions. In short having the best customer service for your clients and customers should be your top priority.

Customer Service and customer experience plays a very important role in the success and failure of any print commerce business. A happy and satisfied customer will lead you to doors that open to success, but an unhappy customer will not turn to your competitor but will also encourage others to leave you. Therefore, you need to ensure your customer care team has been trained and they know how to retain your clients and customers.

Abhishek Agarwal
Design'N'Buy has years of expertise in designing and delivering Web to Print solutions. We ensure all the aspects of web-to-print are covered and online design tools or print applications are implemented with utmost perfection to enhance user experience.


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