Five Online Customer Service Offerings Jan/San Distributors Need

In addition to the previously mentioned suggestions, here are five more ways distributors can make their online presence more effective, easier to use, and better suited to serving customers.

6. Simplify Checkout for a Smoother Experience  

A simple checkout process can reduce instances of abandoned carts. Distributors can ensure this by:  

- Implementing a Guest Checkout Option: This allows customers to buy without creating an account. Providing incentives upon checkout for creating an account (such as discounts off a future order), however, also encourages users to become a repeat customer.  

- Multiple Payment Options: Offering various ways to pay, such as credit cards, digital wallets, or invoices for business clients limits the chances of a purchase being left incomplete.  

- Progress Indicators: Showing customers how far along they are in the checkout process is a simple way to show transparency.   

- Secure Payments: Displaying security badges reassures customers their information is safe.  

7. Build Trust with Clear Returns and Guarantees  

Clear policies can make customers feel more comfortable, which can lead to higher rates of following through on a purchase. Multiple strategies can be used for communicating what these are:  

- Visibility: Links to return policies on the homepage and product pages minimizes any confusion for the customer. 

- Plain Language: Using simple terms to explain how returns work and what’s covered is sufficient on the primary pages of the site. More detailed legal language can be included in a dedicated policies page, as needed or required.   

- Customer-Friendly Policies: Offering a satisfaction guarantee or easy return function will encourage repeat business.  

8. Share the Business’s Unique Story on an ‘About Us’ Page  

An ‘About Us’ section helps customers feel connected to the business. It can be used it to share:  

- Company History: This includes how and why the business started; give the users an origin story. Adding historical images will always help. 

- Your Team: This provides an engaging way for distributors to introduce staff to customers. Photos, job titles and contact information are a great way to keep visitors engaged with the team. This personalization goes a long way toward ensuring long-term company loyalty.  

- Community Involvement: Highlight any sustainability efforts or community work that the distributor is proud of. Customers like to know they’re helping communities by supporting the business. 

9. Deliver Outstanding Customer Service Online  

Beyond sales, good customer service builds long-term relationships. There are several ways to make customers feel valued:  

- Personalized Suggestions: Tools are available to recommend products and services based on customers’ past purchases. Many users benefit from the ability to quickly repeat a prior order.  

- Order Tracking: Letting customers check on their orders and delivery status easily, while also being able to access tracking information in the order confirmation.   

- Follow-Up Emails: Friendly messages to thank customers or ask for feedback after a purchase can pay significant dividends. Client testimonials often go a long way towards showing authority and trustworthiness.  

10. Stay Flexible and Keep Improving  

E-commerce is always changing, so it’s key for distributors to stay flexible and keep improving their site. Strategies to stay ahead of the curve include:  

- Track Your Metrics: Paying attention to traffic, sales, and customer feedback is key. Also, try to track any updates and changes that tech companies like Google use to record metrics and data.   

- Listen to Customers: Surveys and reviews help businesses learn what’s working and what isn’t. After all, existing customers are oftentimes the best references for potential new customers. Spend dollars in the most effective spots. 

- Test and Adjust: Experimenting with new features or layouts can illuminate what resonates with a distributor’s audience. It’s imperative to listen to feedback with an open mind.   

It’s Time to Shine  

Online shopping is here to stay, and jan/san distributors can benefit from having a strong e-commerce platform. By focusing on user-friendly design, clear navigation, and great customer service, distributors can create a simple website that not only sells products but also builds trust and loyalty. By leaning on these tips to get off the ground, distributors will be well on their way to making e-commerce a valuable part of the business.  

Mara Gannon is the Senior Content Marketing Manager at Fortune Creative Collective (also known as Fortune Web Marketing). She has been writing professionally for over 10 years.