Many customer questions never needed to be asked. “What are the dimensions?”, “Is this suitable for outdoor use?”, “Does this size run small?” Questions like these show that the product information is incomplete or not clear enough. Good product information is therefore one of the most effective ways to take pressure off your customer service.

What unclear product information costs

Unclear information leads to three problems:

  1. Doubt and postponed purchases. A visitor who cannot find an answer drops off or continues searching at a competitor.
  2. Extra customer questions. Every unanswered question on the product page becomes an email, chat or phone call.
  3. Returns. A product that turns out different than expected often comes back. That costs money and satisfaction.

What good product information includes

Good product information answers the questions a customer has before they ask them. Think of:

  • Concrete specifications: dimensions, weight, materials and compatibility.
  • Use and application: what is the product suitable for, and what not?
  • Size and fit information: with a clear size chart and advice.
  • Delivery and returns: when will it arrive, and what if it is not right?
  • Images: photos that show details, size and use.

Let your customer service improve your product pages

Your customer service is a goldmine of insights. The questions customers ask show exactly where your product information falls short. That is why it is smart to collect and analyse customer questions in a structured way.

At Mijnsupportdesk we report recurring questions per product or category. Does the same question about a size or feature keep coming back? Then you know exactly which product page needs attention. That way customer service is not just a cost, but a source of improvement for your entire webshop.

One source of truth

Good product information is also the basis of consistent customer service. When the same information is in your knowledge base as on your website, a customer gets the same answer everywhere: on your product page, in an email, via WhatsApp and on the marketplace. That prevents confusion and builds trust.

Want to know how we turn customer questions into insights for your webshop? Read more about our customer service for webshops or book an introduction.