Classifying a shopper’s personality and preferences may make it easier to provide good customer service and, ultimately, sell more.
Retail ecommerce businesses serve a variety of customers with different needs, wants, and preferences. Every individual shopper should be treated as though they are completely unique. There is nothing ordinary about any shopper’s questions or concerns.
The Benefit of Categorizing Customers
Nonetheless, from the perspective of a customer service representative who is chatting, emailing, messaging, or even speaking on the phone with a customer, it may be helpful to try to categorize the shopper and the shopper.
Categorizing a shopper should help the ecommerce customer service representative move more quickly to a solution that works well for both the store and the shopper. The idea is that if a retailer can find a resolution that makes a shopper happy, that shopper will return and make future purchases.
