How your customers' complaints influence your store's recognition

The complaints rate is an indicator that shows your customers' dissatisfaction with your ads, products and service offered.

Having a good relationship with your consumer can greatly influence the recognition of your store, as your customers will become one of your forms of advertising, encouraging new people to purchase your products.

Here are some examples of reasons buyers open a claim:

• The customer received fewer products than they purchased;
• The product that arrived for the customer is different from the advertised product;
• The product has other characteristics (color, size or model);
• The product is broken or damaged;
• The packaging is intact, but not working;
• Tried to contact the seller and he didn't respond;
• Delivery is late.

We identified that many of the open complaints occur due to the lack of information at the time of promoting the product and the lack of communication with the customer in this purchase process.

So, here are some tips for you:

• Inform the characteristics of your product correctly, filling in the technical sheet and inform the available stock.
• Pay attention if you have an item that is generating a lot of complaints. If this happens, it may be time to pause or end the ad until you can optimize your operation and ensure it doesn't happen again.
• Always answer questions with information relevant to your potential buyer and try to clear their doubts and convert that question into a sale.
• Use the Messaging System to assist your buyer after the sale, if necessary.
• Use a service system that captivates and wins over your customer, so that the relationship ends with the sale of the product or service and extends to other sales operations.

We at GoBots are a technology company that is applying Artificial Intelligence (AI) in the Mercado Livre shopping experience.

Our AI works in communication with customers and is focused on increasing sales, it answers customer questions in a few seconds and generates a significant increase in sales in addition to reducing your response time, which greatly influences your store's communication with the your client.

After studying a lot about the influence of complaints within a store, we identified that most of our customers are very concerned about Mercado Livre's reputation, because they know that they lose sales because of this, and so we also developed a feature to help with that.

We have the Complaints Reports function, where we identify the main complaints made to your store and send an elaborate report indicating the main products and categories, in addition to indicating complaints that are likely to be disregarded in the reputation calculation.

Our main objective is to make your store develop its reputation and make even more sales, thus increasing your revenue.

We hope that our tips will help your store's reputation and generate even more sales for you, if you want to know more about GoBots, just click on the contact us button.

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