We understand it can be challenging to address customer inquiries in addition to running daily operations for your online business. Which is why we put together a list of best practices and sample responses below, so you can effortlessly respond customer messages and provide an excellent customer experience.
Guide for Responding
to Customer Messages
Turn customers into repeat shoppers with timely and high-quality responses to their inquiries
At Walmart, we know the quality and speed of responding to customer messages is one of the key reasons why customers stay…or leave! That’s why we ensure all Marketplace sellers respond to inquiries with the customer’s needs in mind.
DO respond to customers within 48 hrs (including weekends).
Even if you can’t resolve the issue immediately, sellers are expected to respond in a timely manner per Walmart policy (including “Additional Days Off” and Operational Outage periods).
DON’T provide automated responses that require multiple follow-ups.
Customer resolutions should be provided with minimal back and forth communication.
DO acknowledge and empathize with the customer’s issue.
An apology goes a long way and helps build their trust.
DON’T mislead or overpromise.
Be clear in setting your customer’s expectations when offering customer resolutions.