Customer retention is key to building a successful and sustainable eCommerce business. Loyal customer spend more and visit more often. They are more likely to promote your store to their network. Customer retention is also less expensive than customer acquisition. Investing in customer retention and loyalty is just as important as filling the purchase funnel with new customers.
WooCommerce includes many of the features an online retailer needs to build a thriving business, but there are many WooCommerce extensions and WordPress plugins that can help you go the extra mile where customer retention is concerned.
WooCommerce UPS Shipping Plugin with Print Label
A generous return policy can make a big difference where customer loyalty is concerned. Online retail is inherently risky for customers: they can’t see the product until it’s delivered. The easier it is for them to make a return, the happier they are to take the risk. From the retailer’s perspective, a return is a lost sale and an added cost, but a store that offers an onerous returns experience is likely to lose the customer for good, along with any future revenue they may have contributed.
WooCommerce is well-equipped for handling returns, but an extension like WooCommerce UPS Shipping Plugin with Print Label, which can be used to print returns labels to include in the delivery, makes for a more pleasant returns experience.
WooCommerce Points and Rewards
Loyalty programs are a tried-and-tested customer retention strategy. By awarding points for purchases and offering discounts for points, a retailer gives customers an incentive to keep shopping. Loyalty programs influence shoppers to spend more in return for points and to return to the store to benefit from the discount they earned.
The WooCommerce Points and Rewards extension adds a configurable points system to your store. Points can be rewarded for purchases and for actions such as writing a review. The store owner decides how purchases convert into points and the maximum discounts that can be applied.
Olark Instant Chat
Rewards encourage customer loyalty, but communication is even more important. The best product page copy can leave customers uncertain about whether a product is right for them. Many sales are lost when a customer’s doubt overcomes their desire to buy. Instant chat is the most effective and efficient way to connect with customers who have questions.
Instant chat assuages customer doubts, but what about post-sale support? For that, a ticketing system is often the best option. Ticketing systems are built to manage and organize customer support requests. WPHelpDesk, which offers an excellent WooCommerce integration, provides a full-featured help desk with support forms that can be integrated into WooCommerce customer panels and order pages. Support requests are associated with the customer and their purchases in the ticket interface.
With these plugins and extensions, your store can offer a simple returns process, reward customers for their loyalty, and ensure that they get all the support they need before and after their purchase.