[This article was written by Frank Wright.]
“In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away.” – Doug Warner
In the initial days of any online business of any sort or Commerce, anyone can manage and afford to treat their customers with VIP attention followed by devoted personal support. But as soon as the business grows, things start getting complicated. Running an exceptional CS support system could be challenging in a rapidly growing environment.
The difficulty with scaling the e-commerce CS support system is that it frequently comes with two conditions
– Employing more support team.
– Diluting the previous standard practices.
A survey states that about 89% of customers have moved to competitor’s business after a poor customer support experience.
Can you recall the last time you reached out to Uber or Amazon support? Most of us have been using both of these services too frequently, for a long time now, but it is hard to remember the last time we got to talk or write to their CS team.
The answer to why is pretty clear because they have an outstandingly personalized self-service tailored to reduce all repetitive or unnecessary communications with representatives.
Let’s take Amazon as an example. Its self-service portal is designed to help the customers with almost all the common disputes they may bump into. Customers can look through a support article to catch the answer or run through a cooperating process to take action even. Get your business a steady internet connection so your team can stay online without any interruptions and carry a smooth conversation throughout.
Even ISP’s customer service should be intact to assure your stable internet connection and support service in times of need. Spectrum internet customer service on top of its business and residential services across the country are worth mentioning.
Some self-service ways to help the business owners to scale their e-commerce customer support system (without increasing your team)
A decent customer support system could be defined with some key factors:
- i) Easily accessible support.
- ii) A quick solution to the issue.
iii) Amazing customer experience.
Furthermore, when scaling the customer support, the underneath mentioned list should be kept in mind:
- One Shared Inbox for All Your E-Commerce Support Channels
The e-commerce support system is habitually spread through multiple channels –live chat, email, FAQs, and much more. As soon as your support team wants to switch between various tabs and tools, it turns out to be the biggest productivity eradicator.
Reliable internet connection connects the CS team with the live chat, support email, WhatsApp, and self-service, which enables the reps to read and respond to each and every support request from one location.
Through deep integration of your e-commerce store, internet pulls in everything about the customers’ files from the store. While replying to any support request, the negotiator sees the message and the customer’s comprehensive e-commerce summary at one place to deliver personalized support promptly.
Decrease # of tickets up to 35% to provide faster resolution
About 35% of the e-commerce support inquiries are related to the order and repetitious. Support teams occupy the maximum portion of their time supervision common appeals such as return requests, cancellation, address change, etc.
With the old free-style support systems, it typically takes lengthy back and forth messages between the support team and the customer to obtain the required facts to resolve the concerns.
Today, the most recurrent support requests possibly will be poles apart for your business. Whatsoever they are, you can still eradicate most of the repetitive exchanges.
- 24×7 Customer Support Without Employees
While a shopper visiting your store has a question, it’s very improbable that the customer would search for the FAQ booklet or read the store’s policies to get the answer. The online shopper, however, is expected to use the live chat option on the e-store and in case your store’s support team was unable to answer the query right away, you might drop a potential customer there.
Without facilitating the support staff to sit behind it, an old-style live chat is pretty impractical. To deliver support round the clock, you would be expected to staff your team for different shifts.
When the support team is online, the brainy robot gathers the visitor’s contact info so the support rep can effortlessly get back to the potential buyer with a response, via chat or email. Support workflow remains operative further than the office hours.
We have talked about a very generic common e-commerce support picture. For your or any business, the most recurrent support scenarios could be entirely different. Whichever the support scenarios may be, you should be able to drag and drop to build custom workflow designed for them.
Frank has a keen interest in technology, digital marketing, and sports. He loves to write about these topics and stay updated with emerging trends. He regularly writes for Spectrum internet and other digital platforms.