How to Manage Customer Reviews and Inquiries for Hair Dropshipping Business

The digital realm of businesses is filled with distrust due to recurring reports of poor management, broken communication, lack of quality, and abysmal work ethic.

For these reasons, your customers deserve the kind of treatment that would reassure their every decision. and every transaction. 

Today, a business model that upholds customer orientation the highest is destined to achieve its milestones. 💪🏾

So, if you are on the road to taking your dropshipping business to the "next level," ensure you pay heed to customers' inquiries.

Make sure that every statement is corroborated with a rightful action that resonates with your target market. 

That said, in this brief 7-minute read, let's learn how to handle customer inquiries and issues in a hair dropshipping business. 

Team Training

The people you recruit to handle the customer inquiries of your dropshipping business need to be well-versed in its values, identity, mission, and products.

They must possess a high threshold of dealing with customers with different temperamental.

Whatever your employees suggest or state must resonate with the brand's tone and should appeal to a diverse background of customers.

If your dropshipping business is a train, its wheels are your workforce. Training them would lead to a smooth navigation of the locomotive.

Lastly, your helpline employees' work ethic must possess a high degree of diligence. Punctuality and adherence to being active at all times during their working hours are crucial.

No customer inquiry should go unanswered. Problem-solving increases customer loyalty and rejuvenates the customer life cycle. 

We provide a learning material in our Dropship Beauty Knowledge Base!

24/7 Helpline

In an online dropshipping business model, your store is always open. Your customers reach out to you from all the corners of the world— hence, different time zones.

Implementing a 24/7 helpline that answers customers' inquiries swiftly reflects the integrity of the business and its support for its customers. 

However, it's easier said than done. If you cannot manage to incorporate a 24/7 helpline at this stage of your dropshipping business, it's always smart to specify its timings.

For instance, if your Helpline is live from 9 AM to 11 PM (PST), your store's webpage should display it. 

This would safeguard your brand's image and save you from assumptions that point toward the nonseriousness of the business in terms of executing its tasks. It's always polite and beneficial to close the inquiry with a follow-up question.

For example, "Thank you for calling. Is there anything else we can do for you?" Chances are, customers will share more. Those pointers can be taken into consideration to improve your business even further. 

Emailing

In the digital landscape, there are multiple channels of communication, including email. Your dropshipping business must have a separate email that's solely for acquiring inquiries.

For example, helpdesk@dropshippingcompany.com. 

This email should be integrated with automated messages so that when a customer reaches out, they receive an email informing them their inquiry has been forwarded and will be answered in less than 24 hours. 

Some customers' inquiries or doubts go unvoiced. For instance, they reached as far as adding your product to their cart but later abandoned it. Why?

This is where automated cart abandonment emails come in handy, too. Ensure the people in charge of handling the email lists are leaving no stone unturned. 

Your employees who handle customer inquiries should have the following qualities:

• Good grasp of English language
• They handle criticism respectfully
• They are good at regulating their emotions
• They are empathetic and patient
• Possess a knack for identifying different types of customers and how to address them
• They have a tenacious grip over all matters regarding the business
• They do not cut easy corners and handle every inquiry seriously 

Chat Bots

At present, companies have started utilizing chatbots to handle customers' basic inquiries. The reason behind it is quite transparent— it's simplicity.

Often, when landing on different stores, you'll be met with a chatbot pop-up at the bottom right corner of your screen.

These bots have been trained to handle the "on the surface level" questions. For example, what does your business do?

What are its products, discounts, coupons, the date of the next sale, and so on? However, relying solely on a chatbot is ineffective due to its limitations.

A real-time representative should always be right around the corner should a customer require an actual person to talk to. 

Do Not Sleep on FAQs

Frequently asked questions should be positioned strategically on your website. The goal should be that they are concise, tackle the everyday problems of customers, and can be spotted with ease. 

Do not know what FAQs to aim for? Conduct surveys.

Research your business model and target market again. Consult the product reviews left behind by loyal customers.

Then, formulate 5-10 FAQs that answer the basic inquiries of newly arriving customers. 

For example, what's the payment procedure, does your business have a refund policy, how do you return an order, is your online store secure/reliable, and so on? 

And be generous with your product descriptions!

Top CRM Tools for Dropshipping Business

Managing a dropshipping business can be significantly improved with a reliable Customer Relationship Management (CRM) tool, which can enhance efficiency and customer engagement.

Here are some top CRM tools for dropshipping:

HubSpot is renowned for its user-friendly interface and offers a free version with essential CRM features. It seamlessly integrates with eCommerce platforms, allowing effective management of customer interactions and sales pipelines.

Zoho CRM is highly customizable and features automation capabilities that can streamline dropshipping operations. With its multi-channel communication capabilities, it enables centralized management of emails, social media, and more.

Salesforce is a leading player in the CRM space, offering extensive features suitable for larger dropshipping businesses. Its robust analytics and reporting tools help understand customer behavior and optimize marketing strategies.

For those using Shopify for dropshipping, integrating CRM apps like Gorgias or Reamaze can be beneficial. These tools prioritize customer support and efficiently manage inquiries.

Freshsales provides a simple interface with AI-powered insights and leads scoring, making it easier to prioritize customer interactions.

Selecting the right CRM can enhance customer satisfaction and streamline dropshipping operations, leading to business growth.

Managing Customer Inquiries for Hair Dropshipping Businesses

To encapsulate, effectively managing customer inquiries and problems is essential for the success of your dropshipping business. Make team training a priority to ensure that employees are well-informed and compassionate.

Set up a 24/7 helpline or clearly communicate the available hours to maintain customer trust.

Use email for inquiries, ensuring quick responses through automation, and utilize chatbots for basic questions while always providing access to real representatives. 

Strategically place FAQs on your website to address common concerns.

Lastly, a reliable CRM tool should be integrated to streamline customer interactions and improve engagement. ➕

By concentrating on these aspects, you can cultivate loyalty and achieve major business milestones.

Don't forget to use High-Quality Product Images to clarify any confusion for the customer and to match the expectations!