Airsoft Gun Retailer Shoots Down the Definition of Online Customer Care

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Airsoft Megastore, the fast growing online Airsoft gun retailer, finds success through redefining what it means to deliver an exceptional customer experience.

For 2011, a substantial investment has been committed to evolving Airsoft Megastore’s customer support to be unparalleled and industry-leading, as we firmly have our sights set on becoming the world’s most customer-centric Airsoft retailer.

With the low barrier to entry in today’s crowded online shopping space, more often than not, customers do not associate online retailers with a good customer experience. Rather, they think of uncertain shipping times, questionable product quality, inconvenient return policies and unresponsive customer service. One Airsoft gun retailer intends to turn that concept on its head with a customer-centric company culture and logistical strategy.

Airsoft Megastore, the fastest growing online Airsoft retailer in the Western Hemisphere, understands that in order to become the leading online Airsoft dealer, mediocre customer support will not do. Rather, a commitment to an exceptional customer experience – from pricing, to pre and post purchase support, to shipping execution and customer-friendly return and warranty policies - will separate them from the myriad of unreliable Airsoft retailers currently making up the marketplace. For this reason, Airsoft Megastore has created one of the most successful online Airsoft retail spaces by building their company around the philosophy (and practice) of providing consumers with a superior customer experience, coupled with the industry’s lowest pricing.

But how can you deliver lower prices while also providing strong customer care? In many cases, these two variables seem mutually exclusive. The trick is finding the right company model… one that keeps costs low, logistics streamlined, and focuses internal resources correctly.

With the goal of Bringing Airsoft to the Masses™, Airsoft Megastore has enlisted a five-component plan that has led them to the forefront of the Airsoft gun market, allowing for them to hone in on their promise of Exceptional Support, Incredible Savings’ to every single customer:

  •     Proactive, Customer-Centric Service: Phone support Monday - Friday and 24x7x365 e-mail support that vows to respond as fast as humanly possible. Airsoft Megastore also supports customers with the industry’s leading warranty, backing all products for 31 days from time of receipt.
  •     Speed: A strategically placed warehouse and state-of-the-art order fulfillment system that allows for most-all orders to ship within 24 hours, some even faster!
  •     Empowering Consumers: All products and orders are backed by an industry-leading 125% Lowest Price Guarantee, along with a no-hassle return policy (that intersects the industry-leading warranty). Airsoft Megastore customers retain the peace of mind in knowing that at any given time, they will be getting the very best deal on the market without compromising a high level of service.
  •     Expertise: Our customer support team includes in-house technicians and customer service representatives that eat, sleep and breathe Airsoft. We hold our support team to a high standard in terms of product knowledge and education on our products to ensure the highest degree of expertise whether over the phone or via email.
  •     Innovation: An interactive troubleshooting guide called the “E-Troubleshooter”, an unparalleled warranty, a hassle-free return policy (which no other Airsoft e-retailer currently has), an eco-friendly approach to commerce, and a state of the art fulfillment and logistics set-up are just some of the innovations that make Airsoft Megastore an industry leader and a top choice for Airsoft consumers nation-wide.

Supporting Information

What is Airsoft?
Airsoft refers to a highly accurate reproduction of real firearms, as well as the combat sport where participants use these replica firearms to eliminate opponents. Airsoft guns are best known for their extreme realism. Each Airsoft shotgun, Airsoft pistol and Airsoft sniper rifle is a masterful imitation of an actual firearm, from design to weight. These replica weapons are so accurate, in fact, that law enforcement and military group utilize Airsoft guns for training. Airsoft guns are also increasingly popular in Hollywood products as they offer a very real experience at a fraction of the cost, with virtually no risk of serious actor injury.

Who is Airsoft Megastore?
Based in Southern California, Airsoft Megastore is the fastest growing Airsoft retailer in the U.S. By coupling the best products at the best prices on the market with exceptional customer support, Airsoft Megastore aims to “Bring Airsoft to the Masses… One order at a time.” With an online storefront including a full line of airsoft guns, including airsoft shotguns, pistols, rifles and sniper rifles as well as a full line of accessories, including airsoft magazines, tactical vests, airsoft ammo and batteries, Airsoft Megastore is sure to have all of your Airsoft needs.

Supporting Quotes
“One of the most exciting initiatives we’re bringing to the table is our commitment of providing each and every customer with ‘Exceptional Support and Incredible Savings’. For 2011, a substantial investment has been committed to evolving Airsoft Megastore’s customer support to be unparalleled and industry-leading, as we firmly have our sights set on becoming the world’s most customer-centric Airsoft retailer. We’re operating in a marketplace that is saturated by products with a diminishing presence of service and we want the Airsoft community to know that as a retailer, we are proactively rolling out new service initiatives to constantly improve our service levels. We have leveraged the implementation of an enterprise-level CRM system along with increased enterprise-level management in order to bring our service levels and reputation to be at the forefront of the marketplace.” – Mike Zhang, CEO

"As a major player in the Airsoft industry, it is important that we consistently exceed our customers’ expectations. Our friendly Airsoft customer service experts exhibit a true passion for customer service, and are committed to going above and beyond in order to achieve 100% customer satisfaction." – A. Q., Customer Service Manager

“With years of experience in e-commerce and as an online consumer myself, I know what defines excellent customer service. Great products, competitive prices, lightning-fast shipping speed, and phenomenal customer care is what I look for when I shop online. At Airsoft Megastore we strive to excel in these four important aspects that will make our customers' shopping experience a great one. It does not matter if you are a few blocks or a couple thousand miles away from us. When you need us, we are right there.” - D. A., VP of Operations


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