Excellent customer service is a crucial component for all types of businesses, particularly e-commerce establishments. By fostering a strong connection with customers, businesses can better understand their needs and preferences.
This rapport enables the company to make well-informed recommendations for the most appropriate products tailored to each customer. Moreover, attentive customer service is pivotal in addressing and resolving any concerns or problems that may arise throughout the purchasing process – from initial inquiry to post-delivery support. Businesses can cultivate a loyal customer base by consistently delivering high-quality customer service and enjoying sustained success.
Helpdesk software allows sales reps and support agents to organize customer requests or support tickets in one place. They can easily automate mundane tasks to respond to customers quickly and provide help.
What are the benefits of integrating help desk software with an ecommerce store?
Help desk support can benefit both ecommerce stores and service-based businesses. According to Salesforce, 80% of customers would switch companies after one or more bad customer service experiences. Here are some benefits of investing in help desk software for your e-commerce store:
- Provide a better customer experience
Help desk software helps to streamline the entire support process so agents can focus on assisting customers. It allows you to organize tickets properly, route them to appropriate agents and respond on a first-come-first-serve basis. With such software, you can resolve customers’ problems and satisfy them.
- Manage support channels in one place.
Although customer service is provided through interaction with the customer, several tools are required to ensure success. You’d have to deal with social media, call dialers, email, CRM, etc. With a help desk, you can access and manage various support channels in one place. This allows agents to respond quickly and ensures no missed or lost tickets.
- Boosts customer service productivity
Integrating help desk software with an e-commerce store makes everything much more accessible. You can automate repetitive tasks and free up time for essential support activities. All agents are equipped with the necessary tools for resolving customer queries, payment issues, refunds, etc. Using a help desk ensures that your customer service team stays productive.
- Increase sales and conversions.
Many e-commerce stores offer poor customer service and suffer consequences such as bad reviews, reduced patronage, and slow profits. Providing quick and easy access to customer support is crucial for any business. It gives the customer a positive experience and helps to improve brand loyalty and repeat purchases. It also makes it easier to get more customers.
- Gain customer insights from metrics.
According to the stats, 46% of online shoppers say interacting on their preferred channel is integral to the personalized help desk experience. E-commerce stores should aim to customize services according to customers’ preferences. The Helpdesk system allows you to gain customer insights for personalization and offers reporting and dashboard features for measuring your service team’s performance.
What features should you look for in a help desk system to support an ecommerce store?
A help desk system should offer many helpful customer service tools, such as multiple support channels, integration with ecommerce tools, self-service options, a ticketing system, etc. Here are some features to look out for in the helpdesk:
- 360-degree view of the customer’s profile
An e-commerce store needs a help desk that integrates with a store provider such as Shopify and unifies customer data. It ensures access to a customer’s profile, orders, and preferences. It helps service agents better understand customers and provide personalized services.
- Ticketing system
A ticketing system allows e-commerce stores to create and manage support requests. It also allows you to categorize, tag, and route tickets to appropriate support agents. With a help desk ticketing system, you can manage, organize and respond to queries from multiple channels.
- Self-serve knowledge base
Help desk software should provide self-service features such as a knowledge base. It allows customers to search a collection of articles, FAQs, and guides for possible answers to their questions. A knowledge base helps customers to find solutions without having to reach out.
- Live Chat Support
According to the stats, about 51% of online consumers are likelier to purchase from live chat customer service brands. It allows you to provide support on your website or store so customers can get immediate help. This also helps to boost customer experience.
- Integration with other software
When choosing a helpdesk system, you should check the integration capabilities. Integrating other software such as accounting tools, CRM, social media apps, marketing tools, and much more is essential. This helps to access customer information and collaborate with other teams.
How to integrate help desk software with your Shopify store?
Every e-commerce business should endeavor to integrate help desk software with its store. It helps to improve customer satisfaction rates, eliminate support inefficiency, and increase conversion. Helpdesk providers should offer step-by-step guides to help you install them properly. But here are some general tips to follow:
- Select a help desk software that integrates with Shopify, like Zendesk. Make sure to check for other necessary support features needed in your store.
- Connect your help desk to your Shopify store — follow the easy steps in Shopify to complete the integration process.
- Configure the sidebar apps and web widgets in your dashboard. Customize the tools and adjust them to suit your brand.
- Train your help desk agents to manage customer support effectively. They need to learn to use help desk software.