An extensive variety of well-known e-commerce and add-on apps are integrated with Gorgias, a support desk system for mid-sized e-commerce enterprises. By continually assisting people, being actively responsive, and providing technical assistance, Gorgias may help you increase customer satisfaction. The efficiency of your customer support team will increase as a result of using helpdesk software like Gorgias Connector to manage all customer communications across several platforms. All correspondence may be forwarded to the customer care helpdesk for additional treatment.
What is a Helpdesk for eCommerce
An eCommerce helpdesk serves as a conduit between a business and its clients. It offers individualized customer service by responding to all of their queries and resolving problems like shipment or returns. A helpdesk may use both live agents and AI chatbots.
Online shopping is inherently impersonal. On one end is a customer, and on the retail side are pictures and descriptions. There isn’t much interaction because the website automatically displays the data the customer chooses. Therefore, it’s imperative for eCommerce businesses to change the standard consumer experience into something more involved and personalized.
Customer service operations are streamlined through e-commerce helpdesk automation. It aids firms in keeping track of client interactions and data. Live chat representatives and chatbots can react rapidly to questions with precise information and certainty. Utilizing a helpdesk to answer queries from customers on your advertising and articles about your products can boost sales and ad effectiveness. It is also important to understand what ecommerce is, while understanding the benefits of customer service.
The Importance of Customer Service
According to a recent survey of American consumers, 73% indicated it is “very important” to have a good customer experience before making a purchase from a certain store. Online buying has changed how “good customer service” is defined. Three-second page downloads have replaced white gloved doormen as the standard for acceptable customer care.
Free shipping is now expected, although it used to be a novelty and extra-special treatment. Businesses who don’t provide it will lose clients and come off as outdated.
Online customer service today must handle more operations more quickly. Customers that lack patience expect prompt responses and action or they will find it elsewhere. Live or AI chatbots that provide customer service must deal with problems like sold-out merchandise, invalid coupon codes, and expired discounts.
Advantages of Including Voice Support in Your Online Store
Are you unsure if your team should this year offer voice support to your e-commerce channels? It’s not just you. In the era of live chat and social media, voice support may seem like an “outdated” channel, but this shows that ecommerce support teams are increasingly seeing value in providing it to their customers. You can speed up both the initial reaction time and the resolution time
Considering that phones are a direct line of contact, it is not surprising that adding voice support can speed up first response times. What we didn’t anticipate, though, was how much: First response times for our customers who use phones are 7 times faster than for clients of businesses without voice assistance. The fact that introducing voice support doesn’t shorten resolution times—as many support managers worry—is even more crucial to notice.
Therefore, using this channel not only enables you to respond to clients more quickly, but also to address their problems more quickly. As a result, your team may work more productively and resolve each issue in less time.
It’s simpler to communicate empathy with clients, which may result in higher satisfaction ratings. The greatest approach for your employees to modify their responses to foster a positive customer experience is to converse with customers and listen to their tones of voice. While you can try your best to decipher hints in chat and email, it will always be simpler to match the customer’s tone when speaking to them directly on the phone. Additionally, you have a better chance of receiving that 5-star rating and favorable client feedback when your employees can demonstrate empathy and address the issue appropriately.
Increases Brand Quality and Confidence
Having a phone number lends legitimacy to your company, particularly if you offer high-end goods or have VIP clients. Customers will notice when your shop offers voice assistance because few online shops quickly include phones as a support channel. It doesn’t cost much to improve the status of your store in this way, especially if you’re utilizing an integrated solution like Gorgias Voice. Phones give your business an air of maturity.
Increases the Reach of your Assistance
Even though accessibility on the internet has advanced significantly over time, some of your consumers may find phone help to be more convenient and pleasant than using digital channels. Try out live chat using a screen reader, for instance. By adding a phone line, you’ll improve the purchasing experience for any potential customers for whom voice support would be more reachable.