Is Customer Service Essential?
Customer service is the service provided to customers before, during and after purchasing/using goods or service. Good customer service provides an experience that meets customer’s expectations and standards throughout ensuring that the customer is satisfied. However, bad customer service generates numerous problems that ASOS, as a company will have to face such as complaints to large audiences. This can result is loss of sales and profit as the consumer may purchase a good or receive a service from a competitor.
Good customer service for ASOS is essential as developing bonds, loyalty and possibility gaining more consumers to good reviews is what we need! (Benefitting both of us) As customers receive the good or service in a positive environment, ASOS may get more loyal customer, delivering constant standards.
Our service is more influencial rather than hands on due to being strictly online, focusing on standards pre, during and post transaction.
Pre-transactions for ASOS as a brand online is more about the image of the website (first impressions), communication via e-mail to announce sales, discounts and trends being provided. We are all about loyalty as we need our customers to return. Through the consistent and constant emails we are enticing customers in to buy products with the use of psychology.
Allowing certain product selections and trends to stick in the mind influencing the purchases of the consumer, as the mind is easily influenced (this happens throughout).
During the transactions, consumers can view all our discounts, sales and normal priced products. . We also have a ‘you may also like’ portion of the page which is full of add-ons and other products link to the consumer as a result of what has previously been in their basket. Due to intensive research into ‘The Colour Theory’, we have learnt that bright, neon colours more specifically red attracts the customer as it change the way
individual purchases products. Making the consumer want to buy more products, whether the product is desired or on impulse. This is the main reason our website is has a plain white background with colourful photos and articles.
Post transactions, to keep loyalty of customers we send emails to tell we appreciate their purchasing. Also new collections and items that they may have missed while shopping.
We look to offer high standards throughout.