But when you’re running a store, you can’t ignore anyone, and the replies and comments come from all angles: Facebook messages and comments, Twitter, emails, even LinkedIn (why?!). One issue we’ve had is questions related to shipping. We have a contact form on our website to send questions straight to Amplifier, our fulfillment center. They’re much better equipped to answer inquiries related to shipping and handling. But we also have our contact email (firstname.lastname@example.org) on our homepage, so inevitably, people reach out to us directly on shipping issues, despite the disclaimer. I answer these as best I can, but sometimes I need Amplifier to step in, so I redirect people to the form.
I don’t want to make a customer ask their same question again, to someone else, but I know they’ll get the best answer that way. Sometimes I ask Amplifier myself and then get back to the customer when I have the answer. For now, this is my best solution. Another issue is timing. When it comes to their money, consumers rightfully want information quickly. I have help getting replies out — Brooke is diligent about checking the buzz on our social media channels, and we used to have an intern, America, who read the Freddie and Co. inbox. (AMERICA, I MISS YOU!) But even with the help, it can be challenging to reply as quickly as I’d like.