These essential tools set the stage for exceptional (and expandable) customer service in e-commerce.
It is not common to see overnight successes in the field of e-commerce.
Then, what about an overnight increase in requests for customer service?
Yes, it happens often.
Before you’re forced into ramping up the software for customer service because of need, establish a solid base with these ten essential tools for customer service on e-commerce.
It’s not important to spend a large amount of money. We’ve compiled an array of affordable alternatives that can be expanded with your company’s growth. Also, the ROI can far more than be proven over the long run.
Be proactive and get yourself ready with this checklist of the top ten tools for customer service on the internet.
Your starter pack for e-commerce customer service tools
Every one of them is easy enough to begin using right away. They’re also adaptable enough to grow with your company. It will continue to benefit from them for ten to ten years (and thousands of clients).
1. All-in-one Helpdesk software
The helpdesk program serves as the base of all support tools. It is a simple collection of tools, such as an inbox and a dashboard for reporting. However, it also allows for additional functions and integrations as you progress.
Therefore, instead of purchasing an inbox shared with others, an information base, and other reporting tools individually (numbers 3, 2, 4, and 5 on the list), it is possible to buy an all-in-one helpdesk comprising them all.
However, many owners of online stores prefer to purchase one tool at a go. I’ll discuss each option individually below (it’s simpler to describe each option individually).
However, as a support expert, I recommend obtaining an all-in-one support desk ticketing system rather than single-use solutions. This will boost your return on investment and avoid the stress of switching platforms later on.
This list was created with expansion with growth at the forefront. Your business’s e-commerce was likely included too.
Perhaps you are only offering email support now, but you’re planning to add live chat or phone support shortly. A helpdesk can lay the groundwork for these various channels.
A great helpdesk can store all of your past, present, and future communications from customers all in one place regardless of the method or when they reach you:
- Social media channels
- Live chat assistance
- Telephone support
- Email support
- Reviews and rankings
- Marketing emails
- Self-service interaction
An all-in-one helpdesk such as Groove integrates all your customer communication into one place.
A simple helpdesk application (like Groove) can be a good starting point for many online companies. Optimizing your workflow using simple tools such as a shared inbox is possible. You can then integrate more advanced features as your company grows.
2. Shared in the inbox
A shareable email inbox is the most important tool for online retailers’ customer service.
It includes everything you require to handle customer inquiries and increase productivity:
- Customer support history
- Assignments of team members
- Conversation Status
- Notes on the inside
- Collision detection
- Canned responses
- Rules and automated
Check to see if one of the features offered includes one that allows an integrated system with your eCommerce platform. This allows you to view an entire breakdown of customers with details like the most recent purchases, the amount spent, and the total order.
Try Groove for a free trial to access pertinent Shopify information when assisting with Support tickets.
In the end, canned and automated replies will likely become the best and most immediate beneficial feature you can have for your company. You can modify, add and even email these templates saved to frequently asked questions in just a few clicks:
Shared inboxes provide a wealth of features that enhance your productivity. You’ll be able to reply to each support ticket without having to duplicate yourself or hire more employees.
3. Knowledge base
The Knowledge base allows potential clients to Makemake educated purchases by providing clear responses to various questions. When they purchase, self-service decreases support calls and boosts customers’ satisfaction.
Why? Because online shoppers truly would like to help them…
It starts by building an understanding base (if you’re using an all-in-one helpdesk, such as Groove, we provide it with every plan). It’s then a matter of creating the content, arranging it, and making it searchable.
Include all the relevant information for your online store, such as FAQs, shipping options, return policies, etc. Creating a solid base will save your customers and your own time.
It’s also among the best ROI e-commerce support tools. If you can create a basic FAQ, you’ll be able to cut down on support requests by 33 percent and could even realize millions of dollars of savings in the long run.
4. Reporting dashboard
From a business perspective, there’s a lot to consider in e-commerce.
I’ve written a lot about the customer experience metrics for e-commerce–A manual that (to be truthful) nearly killed me in creating it!
If I can master e-commerce buyer analytics, anyone can.
The best thing about this is that we can distill everything down to just a handful of KPIs related to your customers. (KPIs) within your helpdesk.
When you’re selling online, you’ll want to monitor metrics such as customers’ satisfaction, the number of conversations daily, and base performance.
Reduce the number of conversations by having a complete knowledge base and web-based. Find out if you can increase customers’ satisfaction by tailoring responses or speeding up response times. Encourage your employees to mark current topics when they come across them to help you improve your offerings or improve communication.
Also, monitor and combine the bottom-line metrics, such as the retention rate, repeated orders and online reviews and ratings, and your customer’s data.
5. Support widget
Support widgets are Support widget is a tiny tab that you place on your website to allow customers access to your knowledge base or support staff in real-time.
Widgets make it simple for your customers to find assistance on each page on your site. You don’t have to scroll for a link to FAQ. You can also search the website for the “contact us” form. This tiny bubble packs an enormous CX punch.
The primary goals of a widget area:
- Encourage customers to utilize self-service options,
- Allow visitors to contact your team members easily, and
- Let them start chats live.
A widget can improve visibility to support customers’ engagement, support visibility, and almost everything else that affects the customer experience.
Every tool listed above — helpdesk shared inbox reports, knowledge base, and widgets–is included in Groove. Prices start at 9dollars per month per user for all of the above.
6. Software for marketing emails
As the name suggests, this is a marketing tool. However, customer service departments from e-commerce must know how to utilize the email marketing software that suits their specific needs.
Communicate proactively regarding delays in shipment or information about inventory changes. Also, integrate this application with your helpdesk to update the status of a subscriber’s subscription without having to leave the inbox.
You’ll save time on your time by eliminating any confusion between the marketing program and your Customer Support software.
We employ ConvertKit to send out the email marketing tool. They have a no-cost plan.
7. Platform for review and ratings
This tool also blurs the lines between marketing and customer service. However, if you’re running an efficient e-commerce company, you’re probably the same person in charge of customer reviews and customer service.
It is easier to complete the task by having a dedicated platform that can send review request emails to satisfied customers, track community Q&As and personalize review questions that dig deeper into customers’ satisfaction.
You’ll have to watch out for these reviews and then respond to customers like you can in your support email. Therefore, it’s worthwhile to invest in a tool to help you handle the workload.
Yotpo provides an affordable platform that comes that allows you to upgrade when you need to.
8. Video and image capture
A platform for sharing images and videos allows customer support teams to make screen recordings, screenshots, and markups more efficient in communicating with customers.
Please use this Customer Service tool to clearly describe steps via email (i.e. the process to return a parcel) or add knowledge from base articles (i.e. how do I track my shipment).
Simple-to-use video and image capture tools can deliver clear images to help customers without communicating with a team member.
We make use of CloudApp to handle video and image capture as well as Wistia for video hosting. Both of them offer free plans.
9. Sharing and storage of files
Tools for sharing files (like Google Drive or Dropbox) are likely to be part of your toolkit. They’re simple to ramp up to for small-scale online-based businesses. If you choose an open-ended file storage platform now, you’ll be able to ensure that the cloud service you choose to use can expand as your business grows.
For customer service, store drafts of marketing emails sent to customers here. Store images to make how-to guides or create folders containing old product SKUs to refer to.
By organizing everything on an easily accessible system, You’ll be able to ensure that everyone on your team has access to these resources to aid customers.
We make use of G Suite for the storage of files. It starts at just $6 per month for each user.
10. Task and issue tracking
Project management software helps make sure that everything is clear in online shopping. Even if you’re just yourself or a small group working in tandem, you can make timelines and cards that show the work you’re doing and keep track of the progress.
Make use of it as an e-commerce customer service tool to track all customer service-related problems, such as:
- pricing discrepancies
- Coupon coupons and promo codes
- Refund issues
- new products
- Out of stock items
- incorrect description or product information
- The status of tracking is not up to date.
This is the point where your business truly becomes a well-oiled engine.
If you are aware that each aspect of your company impacts your customers, you’ll ensure you record every problem and effectively communicate it to them.
We employ Trello to manage our projects. They provide a free plan.
Begin with the top customer service software for e-commerce.
We’re not afraid to say that we are fans of our software for customer service. We’re sure that the hundreds of online store owners who utilize our platform each day will be able to agree.
Groove offers a comprehensive customer support helpdesk designed to keep the growth of businesses using e-commerce in the back of their minds. The interface is simple to understand, and no previous knowledge of customer service is required. Anyone can solve customer problems and monitor feedback easily.
If you’re looking to purchase the most effective customer service software for your company, start your free trial of Groove today.
Access five of the most popular tools on this list right away. Begin providing world-class customer support to build your business shortly.