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Enhancing Online Customer Service with Veronica Cornish · The Confident Entrepreneur With Jennifer Ann Johnson

• 0:37
  Jennifer Johnsin: We welcome back into the studio Veronica Cornish.
• 0:40
  Jennifer Johnsin: She is an e-commerce entrepreneur, web designer and content maker and does an absolutely fabulous job on websites, including mine, and I have seen many, many websites that she's done, and she is like a wizard when it comes to a magician.
• 0:59
  Jennifer Johnsin: Maybe you know your stuff, and last time we talked about the mistakes that people make when making their websites or the building blocks of a good website.
• 1:12
  Jennifer Johnsin: Today, I want to really focus on how we can show good customer service to our customers.
• 1:19
  Jennifer Johnsin: On the other side of the screen, there's one thing shopping in your brick and mortar store, but there's another to get that service that they would get transferred to their online e-commerce site.
• 1:32
  Jennifer Johnsin: So what can we do to put our best foot forward and to let that customer know that we're going to give you the same kind of service?
• 1:42
  Veronica Cornish: Right, I think it's super important to be very responsive on your website.
• 1:47
  Veronica Cornish: So if somebody messages you, if somebody emails you about something, if somebody's asking a question about a product, make sure that you have a window of, you know, a couple hours I know it's not, it's a lot, you know to juggle but at least 24 hours window so that you can reply to the question because ultimately they're going to try to purchase something from you by asking a question.
• 2:09
  Veronica Cornish: Right, it's really cool to have.
• 2:11
  Veronica Cornish: And if you have a dedicated person that is managing your website on a daily basis, if you have a little chat that they can ask a chat bot, a chat box and some of the questions can be out of my atomized like you can kind of like sort or realize what are the most often questions that we get.
• 2:30
  Veronica Cornish: What is my tracking number?
• 2:32
  Veronica Cornish: You know stuff like that that you can kind of like um automate and then you know probably get resolved without having people intervention.
• 2:41
  Veronica Cornish: Right, that you have a clear about who you are, that it's a clear landing page about the who you are.
• 2:49
  Jennifer Johnsin: I go to them all the time.
• 2:50
  Jennifer Johnsin: Now, I never thought I would, but I see this stuff pop up on Facebook.
• 2:54
  Jennifer Johnsin: You know, buy this, buy this.
• 2:56
  Jennifer Johnsin: And I'm like, oh, that's cute.
• 2:58
  Jennifer Johnsin: And I always go to that page because I want to know who I'm buying from.
• 3:03
  Jennifer Johnsin: I don't maybe I'm the only one that does that, but no.
• 3:06
  Veronica Cornish: I think it's a lot of people who buy online.
• 3:07
  Veronica Cornish: They want to know who is shipping their items.
• 3:09
  Veronica Cornish: Is it credible, is it legit, is it a scam?
• 3:13
  Veronica Cornish: Because there's so many out there that you don't know.
• 3:16
  Veronica Cornish: You know websites that are not within the country, that are outside in.
• 3:20
  Veronica Cornish: You know other places that you want to make sure that you're going to get those products you know, so, like if you have reviews you know, or testimonials about.
• 3:32
  Jennifer Johnsin: I want to talk about that, yes.
• 3:34
  Veronica Cornish: Yes, so it's very important to.
• 3:36
  Veronica Cornish: I mean, you can carry over Google reviews to your website and by embedding, you know, the reviews on the website, or you can actually have apps that will send the customer, for example, how was the item that you just purchased, that you purchased from us, you know, and then they can write a direct review and then you can display those reviews online, you know.
• 3:56
  Veronica Cornish: So there's like several ways of gaining that trust, you know, by what if it's bad?
• 4:03
  Jennifer Johnsin: What if it's a bad review that you had at Google?
• 4:06
  Veronica Cornish: I am one of those people who love and think that even like, even a bad review is like a learning experience for the store, you know.
• 4:18
  Veronica Cornish: So always don't be ashamed of a bad review.
• 4:20
  Veronica Cornish: I think, like everybody will get one at some point in their lives.
• 4:24
  Veronica Cornish: You're not like perfect to you know.
• 4:26
  Veronica Cornish: You know, have everything perfect, but responding to that review, to that negative review, in a time, in a, first of all, in a timely manner, and then, second of all, seeing how can, how can we do better to best, best serve you next time, right?
• 4:40
  Veronica Cornish: So those are like it's important that you can actually pay attention and then get the time to reply to those reviews, even if it's negative.
• 4:52
  Veronica Cornish: And then also making sure that you're sending your customers communications via email marketing so that they feel engaged with your store, with your website, so they know you exist every day, because some people forget about you, you know, so that you're reminding them, and then I think that's a that's a good way of establishing some trust, you know.
• 5:11
  Veronica Cornish: And then, at the end of the day, it's also how if they are buying from you, how how you're shipping your items, how what you're putting your packages are.
• 5:18
  Veronica Cornish: How, what you're putting in your packages?
• 5:20
  Veronica Cornish: Are you giving them something?
• 5:21
  Veronica Cornish: A nice little thank you card, you know?
• 5:23
  Veronica Cornish: Or here's a little percentage discount for your next purchase, you know?
• 5:27
  Veronica Cornish: Like some incentives so that they can keep coming back, and then you can keep your loyal customers coming back.
• 5:33
  Jennifer Johnsin: So you talked about, you know, putting something in the package or something.
• 5:36
  Jennifer Johnsin: How do we show that we're going the extra mile when our customers are purchasing online?
• 5:42
  Jennifer Johnsin: Because in the store it's different?
• 5:44
  Jennifer Johnsin: We smile, we make small talk with them.
• 5:46
  Jennifer Johnsin: We make them hey, how's your daughter doing at college?
• 5:50
  Jennifer Johnsin: You can't do that necessarily.
• 5:53
  Veronica Cornish: Yeah, I feel like the best way of doing that is.
• 5:57
  Veronica Cornish: One area is to reward them and with certain you know, online rewards, loyalty programs, whatever it is.
• 6:06
  Veronica Cornish: But the other one is like, how well, when I, when I open a package me as a customer, when I open a package that I order online, and I see the little paper that it was wrapped on, the little sticker, the little card that says thank you for shopping and supporting local and also sustainable, you know, here is a little 10 of like all those little details is like if somebody was selling me at the cash register, hey, how was your day today?
• 6:32
  Veronica Cornish: You know what I mean.
• 6:32
  Veronica Cornish: It shows the care and I I am very emphatic of that.
• 6:36
  Veronica Cornish: Like, how is your shipping process?
• 6:38
  Veronica Cornish: Is it like a process that is going to take forever to for to ship?
• 6:43
  Veronica Cornish: Or, if it's, if it's priority, okay, so it's coming fast, it fast.
• 6:47
  Veronica Cornish: So it's like we're not pretending that we're going to be an Amazon, you know, because, like competing with like a giant, like that is really hard, but like having a prompt shipping time, having a well packaged item, having a little thank you note, to me that makes the difference.
• 7:03
  Jennifer Johnsin: Those are great tips, totally great tips.
• 7:05
  Jennifer Johnsin: And on our website you had mentioned having the chat, the chat bot.
• 7:11
  Jennifer Johnsin: Now, has AI crept into that at all, like?
• 7:15
  Jennifer Johnsin: Okay, these are my commonly asked questions, and if somebody says this, it's going to trigger this answer.
• 7:21
  Veronica Cornish: Yes, so they are right now that's.
• 7:23
  Veronica Cornish: You know there's their applications and softwares that charge.
• 7:28
  Veronica Cornish: You know it could be a lot of money, but they study, like I think it's like the first three months of the behavior on those prominent questions and then they give you back a whole possibility of answers and questions.
• 7:44
  Veronica Cornish: So it's very cool.
• 7:53
  Veronica Cornish: Or you can have, just like, for example, shopify offers a Shopify chat, you know little box where you can yourself input the most kind of like ask questions, that kind of like your FAQ questions, and then you yourself know, okay, what are the questions that I get, I'm getting asked the most, and then you can start populating also your own chat with those questions.
• 8:16
  Veronica Cornish: So it's like you know you can go the fancy way having a software that will build kind of like a database with questions and answers, or you can yourself kind of like in a more like low, lower scale, do it.
• 8:29
  Veronica Cornish: Do it, you know.
• 8:30
  Veronica Cornish: But yes, definitely you can prompt the chat to reply anything, most anything you want.
• 8:36
  Jennifer Johnsin: I love that.
• 8:36
  Jennifer Johnsin: Yeah, is your closet overflowing?
• 8:40
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• 8:43
  Jennifer Johnsin: If you're wondering what to do with all that stuff that you've accumulated, bring it all to True Fashionistas, or even ship it to them for free.
• 8:51
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• 8:58
  Jennifer Johnsin: You can reach out to them online at truefashionistascom.
• 9:02
  Jennifer Johnsin: Come into the store or check them out on Facebook or Instagram, and that's truefashionistascom.
• 9:08
  Jennifer Johnsin: All right, friends, we are back in the studio with Veronica Cornish and we're talking about how your good customer service that you have in your store can translate online.
• 9:20
  Jennifer Johnsin: So what are some of the biggest challenges as retailers or, as maybe you know, we're a retailer in some aspect, whether it's fashion or any other kind of product that we face when we're trying to show our online customers that you know this is the same experience you would get in the store.
• 9:40
  Jennifer Johnsin: What are we coming up against?
• 9:43
  Veronica Cornish: Yeah, I think, like you said before, like you're not talking directly to them, you're talking to them via images, via text, and then so, for example, if it's an e-commerce website, it's very important that your products are well showcased, that if you have good pictures, then that that questions will get mitigated, like you won't have as much questions If you have a good description, if you have that your sizes are clear, that you can see the size right.
• 10:14
  Veronica Cornish: Those are little things that I know it's a lot of work to do, but if you have good pictures, you have a good title and you have a good description, and then you are tackling three things.
• 10:25
  Veronica Cornish: And then also important for seo, because then that's also how people are searching, right.
• 10:31
  Veronica Cornish: So like, let's say, I'm searching for a specific type of bag.
• 10:35
  Veronica Cornish: If I have that specific type, that specific title and the style and all the details there, then it's more likely that you are going to come across, you know, and then the person is going to come, come across your to your website.
• 10:46
  Veronica Cornish: So I think it's been it to come across you know, and then the person's going to come across to your website.
• 10:49
  Veronica Cornish: So I think it's been very you know, it's a lot of work, especially when you have tons of products to upload.
• 10:54
  Veronica Cornish: But good pictures, good descriptions, good titles make the whole difference.
• 10:59
  Jennifer Johnsin: So this kind of leads me into another question and we've already kind of talked about it a little bit, but technology technology being used.
• 11:06
  Jennifer Johnsin: Like you know, we were talking about the chatbot.
• 11:08
  Jennifer Johnsin: Are there any other technologies out there that that help us, as business owners, to be more personal online?
• 11:18
  Veronica Cornish: I think, like I think I like to use AI now also to write texts.
• 11:25
  Veronica Cornish: So that is like more precise and concise and so like, for example, ai will give you options of I want to write a call to auction for something X, y and Z, right, and then I want it to be in a friendly tone.
• 11:38
  Veronica Cornish: So, like you know, you now can use, for example, ai to rewrite content on your website that maybe was poor reading before, right, and then you can kind of like, swap it and then make it more appealing.
• 11:50
  Veronica Cornish: So, yes, there's tons of stuff and then there's so many apps out there, but I feel that with a website, the consistency key, the blogging, is key, okay, okay.
• 12:02
  Veronica Cornish: Yeah, there's not like a magic wand where I'm going to just install an app and then magically I'm going to start selling.
• 12:09
  Veronica Cornish: You know, you know, it's just more, yeah, it's more of like, uh, bringing in so many aspects and elements to it.
• 12:17
  Veronica Cornish: Then, for online, it's just not having a website.
• 12:21
  Veronica Cornish: It's how you're marketing your website.
• 12:22
  Veronica Cornish: Are you telling your people about the website?
• 12:24
  Veronica Cornish: How are you verifying your website with Google Search Console so that it's ranked?
• 12:30
  Veronica Cornish: It has so many key pieces of elements that the website by itself cannot do it all.
• 12:36
  Veronica Cornish: You have to help it a lot.
• 12:38
  Veronica Cornish: The blogging is super crucial.
• 12:41
  Veronica Cornish: I will say it's one of the most effective organic SEOs that nobody can ever take away from you.
• 12:48
  Jennifer Johnsin: How often do you need to do that?
• 12:49
  Jennifer Johnsin: How often do you?
• 12:51
  Jennifer Johnsin: I mean, where do you find the time?
• 12:53
  Veronica Cornish: Right, well, now AI can help you find the time, because now you can, now ai can get you an amazing content and then you can obviously kind of like paragraph by paragraph, kind of like rewrite certain things, add the links, add backlinks, you know, add custom imagery to the blog, add products to your blog, so you, you now have more sources to write in a faster manner than before, when you were having to come up from scratch with everything.
• 13:25
  Veronica Cornish: So there's definitely technology out there to help you make your life faster or easier in a way, but there's still the human touch.
• 13:33
  Veronica Cornish: Right, you can't replace everything with AI, but overall, email marketing is a great tool.
• 13:41
  Veronica Cornish: That you know.
• 13:41
  Veronica Cornish: It's like one of the oldest marketing tools that there is, but it's a great tool.
• 13:46
  Jennifer Johnsin: So let me talk about that.
• 13:48
  Jennifer Johnsin: So, first of all, how many times a week do you need to blog?
• 13:51
  Jennifer Johnsin: And then we're going to.
• 13:52
  Jennifer Johnsin: I'm going to ask you the email question because I know that our listeners are really wanting to know the answer to that.
• 13:57
  Jennifer Johnsin: So how many times a week should we blog?
• 13:59
  Veronica Cornish: I think, like if you do two blogs per month, that's fine, okay, it's not like that you have to be blogging about every single thing.
• 14:08
  Veronica Cornish: And then I think that this is just more of like variations between clients and clients.
• 14:16
  Veronica Cornish: But some people love to email three times a week between clients and clients, but some people love to email three times a week.
• 14:22
  Veronica Cornish: Okay, some people love to email twice and some people just email twice a month, but I think, like the regularity of it, it's important, and also because people forget about there's so many stores out there, you know, but you really, if you really are interested in what a particular store has to offer, then that blog, that, that email with the products inserted on the email, you know, makes it easier for you to go and, you know, click on it take you to website, you know, and then look at whatever they have there as new.
• 14:54
  Veronica Cornish: And then one also important thing that I love, that I think I meant that we that we talked in the other podcast was in the navigation, just have that new arrivals tab there, because that's something that people want to know what's new, what's new.
• 15:07
  Veronica Cornish: You know they might see already some of the other stuff.
• 15:11
  Veronica Cornish: They want to see what's coming in, what's coming in.
• 15:12
  Veronica Cornish: So that's, that's a, that's a good, that's a good one.
• 15:15
  Veronica Cornish: The new arrivals.
• 15:24
  Jennifer Johnsin: I'm glad you brought that up, because you're the one that had me put that on my site.
• 15:27
  Jennifer Johnsin: Yeah, a long time ago.
• 15:27
  Veronica Cornish: I'm like, why are we doing this?
• 15:28
  Veronica Cornish: Because it's just gonna make the, but they still have everything else.
• 15:30
  Veronica Cornish: Yeah, it is it.
• 15:30
  Veronica Cornish: I mean it's just like look, when somebody already knows about your business, when somebody is a regular, uh like a loyal customer, they don't need to know any more about your about page, because they already know.
• 15:42
  Veronica Cornish: They want to know what are your products and what just came, so that new arrivals.
• 15:48
  Veronica Cornish: It's super key and it's one of, like, the most clicked buttons in every website that I design.
• 15:55
  Jennifer Johnsin: That's so awesome.
• 15:55
  Jennifer Johnsin: Yeah, so putting all these things in place.
• 16:00
  Jennifer Johnsin: How do you measure if this is all working?
• 16:02
  Jennifer Johnsin: How do you know?
• 16:04
  Veronica Cornish: Well, first of all is your return on investment.
• 16:06
  Veronica Cornish: So how many sales are you making every month?
• 16:08
  Veronica Cornish: Right?
• 16:09
  Veronica Cornish: How many visitors are coming to your website?
• 16:12
  Veronica Cornish: Not necessarily translating or conversion, because some people might come to your website, see what's there and then go to your store.
• 16:20
  Veronica Cornish: So it's not.
• 16:20
  Veronica Cornish: You have to be mindful of something your website is informative.
• 16:23
  Veronica Cornish: It's also selling, but it's also it can also be a great tool to bring foot traffic to your in-store.
• 16:29
  Veronica Cornish: So that's how you measure how many visitors.
• 16:33
  Veronica Cornish: You know Google also can give you how many people interacted with your Google business page.
• 16:40
  Veronica Cornish: How many people interacted with it Google business page how many people interacted with it, how many questions, how many calls.
• 16:48
  Veronica Cornish: So all of that is just not how many sales I made.
• 16:49
  Veronica Cornish: It's like a mix of all of those components that you know that your website is successful.
• 16:54
  Jennifer Johnsin: And you kind of have to mine the data from all the different places to say all right, let's look at this.
• 16:58
  Jennifer Johnsin: Let's see what's working.
• 17:00
  Veronica Cornish: Correct Because, like, not necessarily sales equal success.
• 17:05
  Veronica Cornish: And then you know, uh, your your visit, your visitors, your your um sessions.
• 17:11
  Veronica Cornish: You know, let's say, your website had, in October, 10,000 sessions I mean 10,000, there there was 10, 10,000 sessions.
• 17:18
  Veronica Cornish: That means 10,000, there was 10,000 times that people went there.
• 17:21
  Veronica Cornish: Maybe they didn't buy, maybe from those 10,000, only 5,000, you know, ended up adding to the cart and maybe only a hundred ended up converting.
• 17:31
  Veronica Cornish: But from those 10,000 sessions you got interactions, you got people coming to your store by foot, you know.
• 17:38
  Veronica Cornish: So it's just like a mix of a little bit of everything.
• 17:41
  Jennifer Johnsin: Awesome.
• 17:41
  Jennifer Johnsin: You have shared so much again with us today.
• 17:44
  Jennifer Johnsin: It's so great, though, because this is what, as small business owners, we need to concentrate on and figure out, and it's not always easy.
• 17:54
  Jennifer Johnsin: If our listeners want to get a hold of you, veronica, to find out.
• 17:57
  Jennifer Johnsin: Hey, can you look at my website?
• 17:59
  Jennifer Johnsin: Can we sit down and talk about this?
• 18:01
  Jennifer Johnsin: How do they do that so?
• 18:03
  Veronica Cornish: I will say go and visit my website at vccreativestudiocom, and then you will find there my phone number, my contact page.
• 18:11
  Veronica Cornish: You can shoot me an email and everything will be there Fabulous.
• 18:15
  Jennifer Johnsin: Thank you so much for being on today.
• 18:16
  Jennifer Johnsin: You're so welcome, jennifer.
• 18:18
  Jennifer Johnsin: Thank you for having me and thanks for joining me today and every week here on the Confident Entrepreneur brought to you by True Fashionistas.
• 18:25
  Jennifer Johnsin: If you want a deeper dive or you'd like to check out my online courses for your small business, check out my website at jenniferannjohnsoncom.
• 18:32
  Jennifer Johnsin: Have a fabulous day.