Every article tagged “Customer service”.
Winning a second order costs far less than winning a first one. The catch is that most small stores only contact buyers when they have a promotion — which trains buyers to wait for one.
The Tokoo Team·
Not every bad review is about your product, and not every good one is about your store. Sorting them by what they actually describe is how reviews become useful instead of personal.
The Tokoo Team·
Most carts are abandoned for a boring reason: the buyer got distracted, or wasn't sure about one detail. A single helpful follow-up recovers some of them. A stream of reminders loses the rest.
The Tokoo Team·
Most Malaysian stores answer the same eight questions every day. Saving those answers as templates makes you faster without making you sound automated — if you write them the way you actually talk.
The Tokoo Team·
Buyers don't want more messages — they want to know when the parcel is coming and who to reply to. Three updates cover almost every order; the channel matters less than being consistent.
The Tokoo Team·
Couriers misplace parcels. What decides whether a late order becomes a bad review is how fast you tell the buyer — and whether you give them a next step instead of an apology.
The Tokoo Team·