The right approach to the customer is essential for the success of an e-shop today. The Kava.cz e-shop took part in our Customer Care workshop and, as the interview with Karel Příbramský reveals, his team immediately began to implement specific ideas.
How do you intend to apply the information gained at the workshop in practice? Can you give an example?
Participation in the workshop was beneficial for me. In addition to the information presented by Ondřej Klegy, I also received an inspiring response from other participants. It can be seen that e-shops from other areas also solve similar problems.
A week after the workshop, the Kava.cz team wrote down all the information and selected three topics for quick implementation - improving communication with important customers, increasing the frequency of newsletters and speeding up the response to e-shop evaluations (especially on Heureka.cz).
Of the information and advice given at the workshop, which do you find most useful for your business?
Even before the workshop, we decided to increase the frequency of sending newsletters from twice a month to once a week. But we were worried about how our customers would react. Thanks to the information from Ondřej Klegy and the discussion with other workshop participants, I got an idea of how to increase the number of newsletters without annoying customers.
What new services or technologies (related to customer care) are you preparing for your customers?
Compared to most of the other workshop participants, I see as a big advantage that we have already completed a major redesign of the e-shop and are now working on improving its efficiency and conversion rate. This means that we have already implemented a major technological change - it was mainly about the responsiveness of the website and a fundamental change in the structure of the e-shop.
For September of this year, we are preparing a major, perhaps even revolutionary change consisting in the removal of one of the biggest obstacles to shopping on the Internet. But unfortunately I can't reveal that in advance.
TIP: Take advantage of a quieter summer and make an appointment with us individual consultation – right now you should be dealing not only with customer service, but also with preparations for this Christmas.
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