ARE YOU BE­ING SERVED?

Life & Style Weekend - - MAGAZINE | HOME - WORDS: TRACEY HORDERN

As more of us are buy­ing our fur­ni­ture and home­wares on­line, there are both pit­falls and ad­van­tages that we need to be aware of. One of the top-per­form­ing sales cat­e­gories on­line is fur­ni­ture and home­wares. The ad­van­tage of this cat­e­gory is that you don’t need to try on a side ta­ble to see if it fits you.

Shop­ping on­line cer­tainly has its many ad­van­tages, in­clud­ing the abil­ity to re­search and browse to your heart’s con­tent from the comfort of your lap­top or desk­top. It also makes it eas­ier to directly com­pare prices and prod­ucts.

One of my go-to favourite in­te­ri­ors sites is In­te­ri­ors On­line (in­te­ri­or­son­line.com.au/). A mas­sive site that sells a huge range of con­tem­po­rary fur­ni­ture, home­wares and decor pieces, In­te­ri­ors On­line re­cently com­mis­sioned a com­pre­hen­sive cus­tomer sur­vey that pro­duced some in­ter­est­ing re­sults.

The num­ber one rea­son cus­tomers chose to buy from the site was the great range of prod­ucts avail­able. This re­sponse was re­peat­edly given.

But in­ter­est­ingly the re­ply that ranked at num­ber eight, and was re­peated at least ev­ery 10-20 replies, was a com­ment about the back-up hu­man, cus­tomer ser­vice In­te­ri­ors On­line of­fered their cus­tomers.

Per­son­ally, I think this is the key to suc­cess­fully sell­ing and pur­chas­ing on­line.

While we now have the abil­ity to search for prod­ucts and com­pare prices with great ease, when it comes to mak­ing a de­ci­sion, re­turn­ing an item or any form of cus­tomer re­quest or ser­vice, on­line stores need to back up their on­line of­fer­ings with gen­uine, hu­man cus­tomer ser­vice.

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