Customer Communication

image of bullhorn, notepad, speech bubble

Elements of a Stellar Customer Experience

There are three main components your business should focus on - transparency, communication, and feedback. In this second of a three-part series, we'll address communication.

Communication

Similar to transparency, communication is a crucial pillar in the foundation of your customer service experience. It starts from the first moment a shopper finds your listing and continues even after the shopper has received their order.

Prior to purchase:

  • Make yourself available to shoppers. The manner in which you handle questions will speak volumes to a customer who has never shopped with you before. It’s your first chance to prove that you are trustworthy, helpful, and eager to earn their business. It also helps remove other potential barriers to the purchase, such as “Will this fit me?” or “Will this part work with my car?” If you’re new to Bonanza, here’s a quick refresher on how email works on Bonanza (we call it 'Bmail').
  • Strive to make your response times as quick as possible. This helps prevent shoppers from abandoning their purchase and looking elsewhere, and it gives shoppers an idea of how future business with you will proceed. In this day and age, people don’t expect to wait long, and being cognizant of this will help your business thrive.
  • Pro tip: With a Bonanza membership, you can receive notifications about Bmails via SMS text message, and answer customer questions without skipping a beat.
  • Mention alternative methods of communication when possible. Customers appreciate options. Be sure to put your social media accounts, email address, and business phone number in your booth details and/or ‘About Me’ section. (Note that it is not permissible to include these types of contact info directly within your item listings or booth banners).

After the purchase:

  • Customize your ‘After Sale’ message. Bonanza sends an automated email confirmation to shoppers after a purchase, but you can also set up a personalized email. This is a great way to establish shipping expectations, reinforce trust, and humanize your business. It can be sent immediately after purchase or can be delayed for one day or one week. You can set this up in your Booth Settings, under the “Payments & Purchases” tab.
  • Provide tracking information and an arrival estimate when possible. Shoppers can get frustrated waiting for items if they don’t know when they will arrive. They may develop unrealistic expectations or negative perceptions of your business during this time. A clear order status update is often all they need to return to their happy place.
  • Follow up after they’ve received their order. This makes the customer feel like you care, and it gives you a headstart on addressing any potential issues before the customer leaves negative feedback. This is also a great time to ask the customer to consider leaving positive feedback if they’re satisfied with the experience. Bonanza always sends an automated feedback request on your behalf, but sending a personalized request increases the chances of them following through.

Thanks for reading the blog! We're always glad to provide tips and work with our seller community to optimize sales.

Here's a fun little Halloween video for you to enjoy! Happy Bonanzling to you all!


44 responses to Customer Communication

  • Bluelucy says:
    10/20/20 at 17:30:56

    Thanks for the post. I did not realize I could post my Twitter and Facebook link in About Me page.

    BonanzaShelly says in response:
    10/21/20 at 11:29:55

    You bet, Bluelucy! It can help build buyer trust.

  • gossiprag says:
    10/20/20 at 17:53:55

    this is useless. the majority of customers dont even read the listing before asking questions

    BonanzaShelly says in response:
    10/21/20 at 11:32:02

    Try using bullet points in the description, it makes it much quicker to gather information at a glance. Thanks for your feedback, gossiprag

  • tomwayne1 says:
    10/20/20 at 18:37:25

    A little variety never hurts… https://www.bonanza.com/listings/Red-and-orange-cat-ears-headband-anime-Cosplay-fancy-dress-costume/895329170?search_term_id=110700135

    BonanzaShelly says in response:
    10/21/20 at 11:38:03

    Thanks Tom! I’ve been hearing great things about your participation on our community help page. Bonanzlers, if you haven’t read Tom’s post check it out here for a great holiday tip: https://www.bonanza.com/community_help/Temporarily_REDUCE_prices_and_RESTORE_later
    You’re the greatest, Tom! Thanks!

  • bingoshop says:
    10/20/20 at 19:37:16

    Thanks for your good post.

    BonanzaShelly says in response:
    10/21/20 at 11:40:26

    You’re very welcome, bingoshop! Hope you found it helpful in optimizing sales for the holidays and ensuring great feedback!

  • AmericanBronzes says:
    10/20/20 at 19:44:07

    Thank you.

    BonanzaShelly says in response:
    10/21/20 at 11:42:25

    You’re welcome, AmericanBronzes!

  • Allbeststuff_ABS says:
    10/20/20 at 22:35:29

    Good Tips!

    BonanzaShelly says in response:
    10/21/20 at 11:50:21

    Glad to hear it, thanks Allbeststuff_ABS!

  • moradnader says:
    10/20/20 at 23:37:35

    good

    BonanzaShelly says in response:
    10/21/20 at 11:50:51

    Thanks, moradnader!

  • luxiva_store says:
    10/21/20 at 01:21:35

    merci pour vos informations et méthodes et bonne continuation à tout le monde

    BonanzaShelly says in response:
    10/21/20 at 11:54:36

    De rien, luxiva_store!

  • foxredb says:
    10/21/20 at 01:28:08

    I have visits but no sales I started months ago I was frustrated I tried the paid subscriptions that didn’t help me

    BonanzaShelly says in response:
    10/21/20 at 12:00:24

    Hi foxredb, thanks for your comment. I took a quick look at your booth and see that the advertising is turned off. Point to selling and in the dropdown menu click on Advertise Items to select an ad level that includes advertising. There is no upfront cost to you and no membership required to participate. If you have any questions, you can always contact [email protected]. Thanks!

  • Inosha says:
    10/21/20 at 03:02:56

    Thanks for the informations.

    BonanzaShelly says in response:
    10/21/20 at 12:01:02

    You’re very welcome, Inosha!

  • tm11999 says:
    10/21/20 at 04:20:46

    great tutorial, tim.

    BonanzaShelly says in response:
    10/21/20 at 12:01:37

    Thanks, tm11999!

  • naoual_loukili says:
    10/21/20 at 06:02:00

    thanks

    BonanzaShelly says in response:
    10/21/20 at 12:07:00

    You’re welcome, naoual_loukili!

  • nkosistore says:
    10/21/20 at 06:57:26

    I always ship promptly,plus I let the customer know that I received their order ,I always thank them,provide shipping information ,and follow up.I would appreciate any advice on making more sales,thank you ,keep up the good work.I am trying to get a few of my friends to sell on Bonanza.

    BonanzaShelly says in response:
    10/21/20 at 12:15:43

    Wow! Excellent, nkosistore! So glad to hear it. Stay tuned for more tips here on the blog. If you’d like any personal assistance you may reach out to [email protected] at any time.

  • Thesunnysideshoppe says:
    10/21/20 at 07:34:38

    Would be nice if even the free Bonanza accounts would get an alert or email when they’ve received a message from a customer or potential customer. I don’t sell much on Bonanza but check daily just in case. I previously had someone write me about an order and got upset because I hadn’t responded… because I had no idea they’d tried to contact me.

    BonanzaShelly says in response:
    10/21/20 at 12:33:37

    Hi Thesunnysideshoppe!You absolutely should be receiving a notification to your email address when a customer sends you a message. I checked your account and it looks like you tried to change your email address but never clicked on the link in the confirmation email. If you don’t see it, please contact [email protected] with your booth name and they can help you get that fixed up. I’m so glad you mentioned this! Thanks!

  • Bonzabba_Bob says:
    10/21/20 at 11:07:34

    Thanks!

    BonanzaShelly says in response:
    10/21/20 at 16:15:00

    You’re so welcome, Bonzabba_Bob!

  • GarysBedding says:
    10/21/20 at 14:05:36

    Hi Shelly, could you take a look at my booth and tell me why I am under review again and why it takes up to 3 days to review it. I paid for advertising and my customers can not see my products. Thanks!

    BonanzaShelly says in response:
    10/21/20 at 16:14:01

    Hi Gary, I was admiring all the nice bedspreads in your booth just yesterday. I checked just now and everything looked to be approved and online for sale. Take care!

  • dotteeinlikely says:
    10/21/20 at 15:31:23

    Thanks for the post. I did not realize I could post my Facebook link in About Me page will work on it

    BonanzaShelly says in response:
    10/21/20 at 16:14:41

    You bet, dotteeinlikely!

  • TnT_Deals says:
    10/21/20 at 16:35:39

    I learned a few things with this blog. Keep up the good work!

    BonanzaShelly says in response:
    10/22/20 at 09:01:24

    Absolutely, TnT_Deals! Thank you!

  • varietyforyou_56 says:
    10/22/20 at 04:01:38

    Thank you dear Shelly for this valueable knowledge sharing. Can’t wait to follow this steps in bonanza. Doing it in eBay but not yet in bonanza. Still waiting for my first sale in bonanza.

    BonanzaShelly says in response:
    10/22/20 at 09:05:46

    Thanks,varietyforyou_56!

  • smartecom_3 says:
    10/22/20 at 06:25:45

    Hello, Shelly.We really appriciate your blog.Thank you indeed for useful recommendations.

    BonanzaShelly says in response:
    10/22/20 at 10:03:42

    Hi smart3com_3! Thanks so much for the kind words, so glad to hear you are finding useful recommendations in the blog!

  • AtoZoutlet says:
    10/22/20 at 08:25:34

    Very Useful. Thank you so much.

    BonanzaShelly says in response:
    10/22/20 at 10:03:59

    Thanks, AtoZoutlet!


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