Introduction
To offer top-notch Shopify customer service as an eCommerce business might sometimes seem a little ambitious.
Because with eCommerce comes big numbers like orders, returns, feedback, customer queries, shipping, etc.
While you have got the powerful Shopify backend to manage the eCommerce part, balancing your customer service segment is equally important.
Just imagine not being able to recall a customer’s history while you are on the phone with them for an issue they need an instant solution for.
Yes, you need to integrate good Shopify help desk software with your Shopify store.
But let’s first discuss the “how” part of getting your customer service in detail.
Know Your Product Inside Out For Shopify Customer Service
It may sound basic, but can you call your team the masters of your product?
Knowing everything about your product makes it a lot easier for you to offer high-quality Shopify customer service. If your customers feel assured about you being the product expert, they will trust you even more, and it will eliminate a lot of redundant conversations.
When the need to ask customers to repeat themselves over and over again for little details results in enhanced customer experience. It also ensures that customers get quick and correct solutions, as you no longer keep them waiting.
Make it Easy for Customers To Connect
As an online store, it is important to offer your customers multiple ways to connect with your service teams, to make it easy for them to connect.
As online stores have no physical presence, customers have no options other than connecting online. Hence, only being available through calls or emails might not be enough. For example, let’s say you are only offering email support in today’s era of queries being solved instantly on Twitter.
Nowadays, almost everyone is on social media, so the chances are high that the customer would easily get connected with your service team and get the needed assistance.
So, the bottom line is, in order to offer high-quality service and let your customers connect easily with your service team, you can offer them service on all the necessary channels.
When you work on your Shopify support queries through DeskXpand’s one-page ticketing interface, you can easily integrate your Shopify store with it. That means all your customer details reflect for each ticket to help you understand their interaction history and provide personalized Shopify support.
Choose the Right Shopify Customer Service Channels
Choosing the right customer service channels is very important to ensure your customers get high-quality Shopify customer service. In order to do so, firstly, determine your target customers and then analyze which channels they prefer to use the most.
For example, suppose you are targeting teenagers. In that case, you must consider offering your customers service on multiple social media channels or if your target customers are business owners then you can focus more on offering customer service via email, Linkedin, etc. Apart from multiple social media platforms and email you can also offer Shopify customer service chat, web forms, calls, etc.
But before selecting a channel for offering Shopify customer service, here are a few things you must consider:
- Analyze on which platforms your customers hang out the most
- How much should be the operational hours to provide Shopify customer support
- Whether you have the right tool to provide Shopify chat support or not.
By determining the above factors, you can make a clear decision on which channels to choose to offer high-quality customer service.
Leverage Customer Data for Better Results
Every customer is different; while purchasing, some of them look at the price, quality, offers, brand image, etc. As a business, you need to constantly put in efforts to grab their attention so that they connect with your brand and become a part of it.
In this long journey, customer service is one of the crucial factors. And when we talk about online stores just like yours, it becomes even more crucial. Other than your customer service department, no one else is going to connect with your customers to offer them solutions.
They are the ones who respond to customers’ issues, solve customer issues, interact with them, follow up with them, etc. So, to keep customers satisfied and loyal, they are the one who can leverage the customers’ data and provide your customers with the best possible experience.
Here is the kind of data your customer service teams can get with the help of analytics to deliver a better experience:
- How is the past experience of the customer with your brand?
- How loyal the customer has been to your brand?
- What kinds of issues trigger the customer?
- What products have they purchased the most in the past?
- What kinds of complaints or queries have they had in the past?
All these questions can provide you the answer of offering quality service to customers. As, with the help of the data you got from analytics, now you know your customers better and can deliver personalized experiences to them. This way, leveraging customer data can help you get better results.
Create a “Frequently Asked Questions” Page
According to a report from Forrester, when asked to customers “which self-service channels they have used in the past 12 months?”, 60% of them replied with help or FAQs on a company’s website. This shows the importance of self-service, and among all the other self-service channels, the importance of FAQs in particular.
FAQs are one of the most convenient options for customers who are seeking Shopify chat support online, as they are easily accessible from anywhere at any time of the day. They become even more crucial in the absence of customer service agents because customers do not have to feel helpless as they can seek help from FAQs or other self-service channels. So, ensure that you create a FAQs page on your website to offer exceptional Shopify customer service.
FAQs are not only helpful for customers, but it also has a number of benefits for the service agents as well. Let’s have a look at them:
- Service agents can anticipate customer queries and provide them with a solution via FAQs even before the customers feel the need to reach out.
- With the help of FAQs, agents can create answers for a broad range of customer queries, from basic product information to the policies of your business.
- FAQs also ensure that fewer to no repetitive queries are generated so that agents do not have to waste their time replying to the same queries over and over again.
Focus on Building Required Skills
Offering high-quality customer service is full of challenges because the way to tackle every single customer query is different. So, in order to tackle these queries effectively, the service agents need to have the required skills as they are the ones to whom your customers reach out whenever they need any sort of help. So, it would not be wrong to think that customer service agents are the face of your brand.
Customers would define your brand based on the experience that they have with your service agents. It can be both positive and negative and as a business, you need to ensure that customers have a positive experience. Hence, you need to offer them high-quality customer service. And for that, you need great service agents, with great skill sets to tackle complex situations without breaking a sweat.
Here is the list of must-have skills your agents should have in order to offer high-quality customer service to your customers:
- Clear communication – Clear communication to avoid misunderstandings between your agents and customers.
- Patience – Patience and being calm to help agents tackle the situation effectively without making it worse.
- Problem-solving – Problem-solving helps agents find a quicker solution for their customers.
- Empathy – Showing empathizing, to show customers you care for them and understand their frustration, and will give your 100% to find the solution.
- Attentiveness – Be attentive and pay attention to little details in the customer query, so that customers do not have to repeat themselves again and again.
Offer Personalized Customer Service
Personalization is all about knowing your customers well and offering them suggestions about what they would like to purchase based on their previous experiences. None of your customers can be identified, and personalization can allow you to offer them great experiences effectively.
Here are a few stats that prove how personalized customer service impacts a business’s success and growth:
- 80% of consumers are more likely to buy from a company that provides a tailored experience
- 90% of consumers in the US find the idea of personalization appealing
- 63% of consumers won’t buy from brands that have poor personalization
Now, we know that personalized customer service is important or should we say very important, but the bigger question is how to offer personalized customer service.
So, here are a few ways in which you can offer personalized customer service to your customers:
- Leverage previous customer data
- Connect with your customers on a personal level
- Take advantage of technology
- Get customer feedback for enhanced results
By implementing all the above factors in your strategies, you can easily personalize the customer’s experience and also ensure that they do not leave your brand.
Note: According to a report, retaining your customers has proven to be extremely beneficial, as they are the ones who bring a lot of revenue to your business.
To Sum it Up
Offering quality customer service on Shopify is very crucial, but sometimes what happens is companies think it might be costly or very difficult. But what they do not know is, offering customer service is not that hard and not that costly as well. With the right people, the right skills, and the right resources, businesses can easily set up a customer service team that can successfully offer great service to customers. To make it easy for you, in this blog, we have discussed a few factors that can help you offer quality Shopify customer service.
