Reduce Customer Complaints🙏 (Higher profits, less Complaints)

Hi there and welcome to this video.

In this video I'm going to tell you more about how to reduce customer complaints with effective email marketing, which of course results to higher profits and less complaints.

So my name is Gip and I'm the CEO and founder of Ecomflows where we helped over 500 dropshippers be setting up their email marketing automations.

And in today's point of discussion, we're going to show you on, how to reduce customer complaints, why complaints happens, how to solve it, and how we as Ecomflows cut down complaints by at least 50%.

So in the first place, why customer complaints happen and how email fixes that before they even start.

So let's see why.

So this is the actual situation of the most dropshippers.

So, so someone places an order, then it remains silent for the upcoming 7 till 15 days and then the package will be delivered.

But in the meantime, the customer actually has a lot of frustration, therefore you get a lot of complaints.

Negative reviews, they're going to open up disputes, which of course leads to payment blocks and halts.

Here at the right side we can see why does complaints happen.

First of all, no order updates.

Customer Customer feel ignored after purchase and therefore the trust drops fast.

No proactive support.

Waiting until they ask means that you're already too late.

And they also have low trust in the first place.

So without strong communication, doubts turn into disputes.

And the fourth and last one is slow and missing updates.

If they don't hear from you, they assume the worst.

They think they are getting scammed.

The package won't be delivered, therefore communication is key, especially if you do email marketing as a dropshipper.

So, and then in the next slide we're going to check on, how to fix customer complaints even before they happen.

Let's see how.

So here's actually how to solve it.

So, the customer places an order in the first place, then the order confirmation will be sent.

In the meantime, the customer receives the shipping updates and therefore you will have less complaints.

So how to solve it?

Make support as easy as possible and make sure that your customer service is also good.

Give them a clear path to help before frustration builds.

Then the second one is automate your shipping updates.

Keep them informed about the status about the parcel.

You can do that with like integration with parcel panel.

So Instead of sending all of the emails through Parcel Panel, you can choose to send all of these updates through Klaviyo, which will eventually lead to a better looking email.

And also your deliverability is better on Klaviyo.

therefore the amount of disputes will decrease.

and therefore you also lower the chances on blocks and holds.

And then the third one, build realistic expectations.

Act as a brand and build more trust over time to make sure that the emails look good and feel like a proper brand.

Otherwise trust will drop and therefore eventually the customer will open up a dispute.

then also the fourth and maybe the most important one is don't send too much updates because if you send too much updates it might seem quite spammy.

Send just enough emails to build enough trust and therefore your customer won't open up a dispute.

So please make sure to don't send too much emails because for the customer it also looks very weird if you send out like an update every two days.

that's not what they're expecting.

So make sure to set realistic expectation goals.

So as ecom flows, we know the market and we know with dropshippers you get a lot of complaints.

So if you have too much complaints, here is what you do about it.

So how do we cut the complaints by at least 50%?

We build email marketing flows that answers the questions before the customer even asks them.

So what are then the results?

Fewer tickets, more trust and less disputes.

in the end you will have less disputes, therefore the chances on blocks and holds are lower and you will also save on customer service costs.

So actually two in one if you make sure that your password updates, are properly managed.

So how do we cut down these complaints by at least 50%?

First we increase the trust by providing a branded looking template with clean and professional copy.

Then the second one is we deliver proactive email marketing flows.

We'll be sending email marketing updates on the following stages as a pre transit, in transit, out for delivery and also delivered.

And then eventually as a result, this will cut down your customer complaints by at least 50%.

50% fewer complaints and a smoother experience for both the customer and of course the store owner.

So you worked so hard to eventually scale.

Now make sure that your backend works just as hard as you did before.

Build trust, automate your support and grow even faster.

So thanks a lot for watching this video.

My name is Jep Hujke and I'm the CEO and founder of EcoMfloat, where we helped over 500 dropshippers with setting up their email marketing automations.

If you have questions, you can reach me on the following email address, which is helloeconflows IO or you can send us our WhatsApp on the number listed below.

And if you want to stay in contact, you can always follow me on X.

And I hope to welcome you soon at ecomflows.