electrical bike Electrical bicycle gross sales are larger than ever, but it surely’s created a brand new drawback
Whereas the COVID-19 pandemic shook the world and the e-bike trade with it, the pandemic additionally led to an enormous surge in electrical bicycle gross sales.
Almost each firm that provided electrical bicycles soon found themselves with empty shelves and warehouses.
Between folks being at residence with extra time on their fingers, riders exiting lockdowns and itching to spend extra time outdoor, and commuters in search of socially distant ways to get to work while avoiding public transportation, e-bike gross sales have by no means been larger.
However now that’s created a brand new drawback within the trade: supporting all of these clients.
Giant e-bike firms who rely their buyer base within the 1000’s and tens of 1000’s have been already tasked with managing a fastidiously orchestrated customer support stability.
However now these techniques have been pushed previous the breaking level as numerous new riders obtain bike packing containers at their doorstep, a small portion of which inevitably include hidden issues.
VanMoof, one of many extra seen e-bike firms recently due to a big advertising marketing campaign round its recently released S3 and X3 e-bikes, has acutely skilled this phenomenon.
As reported by BikeEurope, VanMoof’s flashy advertisements throughout numerous social media platforms are sometimes adopted by a litany of public feedback complaining about buyer assist, or a definite lack thereof.
And whereas this certainly represents only a small portion of its buyer base, VanMoof noticed gross sales greater than double practically in a single day, that means even a small variety of complaints have been sure to extend as properly.
As co-founder Ties Carlier defined:
“There’s numerous frustration, I do know. Even when it’s just a few p.c of consumers that’s nonetheless method an excessive amount of. We calculated in about 1% – 1 out of 100 bikes inside the first week or so would have one thing necessary sufficient for a buyer to offer us a name. However that seems to be nearer to 10%.
Our subsequent frontier is to remodel our enterprise by constructing a full assist ecosystem round each rider.”
And VanMoof isn’t alone, after all. Everybody has been pressured to up their recreation.
Rad Power Bikes, the most important electrical bicycle firm within the US, started rising the dimensions of its buyer assist crew as soon as the e-bike shopping for growth started.
Founder Mike Radenbaugh defined in a name with Electrek a number of months in the past within the early days of the pandemic:
“We’re already hiring like loopy, our buyer assist crew is as much as about 40 or 50 proper now, I’m not even positive. It’s exhausting to maintain observe. We must be as much as round 70 within the subsequent month or so.”
Different electrical bicycle firms discovered themselves in an analogous boat.
Lectric Ebikes launched the $899 Lectric XP simply over a yr in the past, which grew to become one of many greatest runaway successes of 2019. Through the e-bike shopping for spree of 2020, Lectric Ebikes launched a followup within the type of the Lectric XP Step-Thru.
Anticipating the large improve in buyer assist wanted in the course of the one-two punch of COVID-based shopping for frenzy and a brand new product launch, Lectric Bikes started rising its customer support crew.
The startup additionally employed a Director of Operations to herald exterior experience and expertise, serving to additional enhance the corporate and buyer assist system within the midst of a massive run on e-bikes across the country.
As Co-founder Levi Conlow defined in a name with Electrek:
Bringing in our new director of operations has been an enormous profit. She obsesses over efficiency and particulars. We first informed her about our opponents and the way they will have wait instances of days for emails and wait instances of hours for calls, and the way we thought we have been doing alright since we had cellphone wait instances of round 20 minutes and perhaps as much as a day for emails. However she got here in and mentioned ‘Nope, that’s not superb by me.’ She needed these numbers introduced all the way down to 97% of cellphone calls being answered in underneath one minute and emails being handled extra like a buyer chat with fast responses. She needed to make us turn out to be essentially the most out there electrical bike firm. And somebody with that kind of imaginative and prescient, it impressed all of us to get behind it. And now I’m assured in saying we’ve got the most effective if not THE finest buyer assist within the trade now.
Evidently, the electrical bicycle trade has been put underneath big stress by the skyrocketing demand for e-bikes.
It’s unavoidable that some clients will sadly expertise issues, however the trade as a complete seems to be properly on its technique to bettering service throughout the board.
And you’ll make sure that any firm that doesn’t decide up the slack will rapidly discover themselves shamed in numerous social media feedback and threads.
Now we need to hear from you! Have you ever had any experiences recently, good or dangerous, with e-bike firm customer support? Tell us within the remark part beneath!
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