统一multiple channels into a single view
Customers today expect brands to meet their needs on communication channels they use daily, including email, phone, and social media. As you add more support channels to your customer service strategy, you may run the risk of delayed responses or missing certain customer inquiries. An e-commercehelp desklets you streamline all queries into one interface and stay on top of customer requests.
Offer personalized and contextual help
Using multiple tools and platforms to communicate with online shoppers often results in a fragmented view of the customer and their needs. Customers get frustrated and unhappy to repeat their issues repeatedly to support agents while looking for assistance. A goodhelp desk softwareis deeply integrated with other common e-commerce platforms and gives your customer service team complete context of customer requests.
Reduce ticket volume by building comprehensive knowledge bases
Ecommerce customer support teams are usually dealing with a ton of repetitive questions. An e-commerce help desk is the right place to set up a rich知识库with FAQs, tutorials, and solution articles to deflect these common questions so they never have to reach your support team. Your customers can look for information and resolve issues on their own even before they get in touch with your service agents. It’s a win-win for both customers and support teams—quicker resolutions and fewer support tickets.
Measure customer satisfaction and team performance
When you process your customer inquiries through an e-commerce customer service software, there’s a ton of data available in the tool that help you make better decisions to improve thee-commerce customer experience. You can monitor critical support metrics like first response time, first contact resolution, tickets meeting response and resolution SLAs, or even track CSAT scores by triggering feedback forms after every customer service interaction. For instance, Freshdesk allows you to automatically collect customer feedback with customizable surveys and determine how satisfied the customer is with the service experience extended.
