November 22, 2018
There are quite a few businesses that hesitate on whether to invest in their customer service or not. These businesses regard customer service as an essential but annoying expense. However, these businesses make a big mistake by behaving in this fashion. While it is true that developing a great customer support team and offering them all the tools which will be useful to assist your customers effectively does need an investment, it can fetch significant returns to a business, particularly an e-commerce business. The fact is, when done properly, great customer support can trigger an increase in your business revenue.
What is the necessity of excellent customer support for success in e-commerce?
Irrespective of how straightforward and simple your items are, how good your customer-facing teams are at their jobs, or how well-designed your website is, your customers will be having questions to ask you or will face some issues. You need to remember that it is an obvious component to run a business. That is why your customer service teams are usually staple, irrespective of what business model you have been using.
Your customer service teams are the very same people who can help shoppers while they are selecting the right products for their specific requirements and for taking corrective actions on issues related to defective or incorrect orders and to ensure that all other issues are also taken care of appropriately.
On the other hand, a well-planned strategy can help your service team do many more things apart from handling queries and coming up with resolutions for sorting out customer issues. The fact is that these can be a key asset to drive growth and development for your business.
It is also a fact that only a handful of your employees get an opportunity to enjoy direct interaction with your customers regularly and have access to your audience opinions, which can be a valuable resource. Given that the success of your business is largely dependent on your capability to meet the specific requirements of your audience, it is a resource that should not be overlooked.
Hence, as you develop and form your team for customer service, it makes sense to train them so that they can ask the right kind of questions, which can provide useful feedback and offer chances for business improvement.
These are the scenarios that make good helpdesk software extremely beneficial. While there is a possibility of your team collecting feedback and recording the same in a particular form or document, such an approach can get tedious soon and tough to extract valuable customer insights from.
However, with the right kind of helpdesk software, entrepreneurs can form a strategy to collect as well as organize information in a manner which can be easily accessible and simple to understand, thus simplifying the process to make effective use of each piece of feedback. The market is saturated with helpdesk software so selecting the best helpdesk software that is suitable for your needs will be a bit of a process.
Ways in which helpdesk software boosts business revenue
When the right kind of an approach is adopted, it is possible for helpdesk to improve your sales figures and take you to a step closer to your overall business goals. Check out some of the concrete ways help desk can improve your service strategy and impact your company revenue directly.
Here are four concrete ways this addition to your service strategy can directly impact your company’s revenue.
1. Use customer feedback to improve your products
Many entrepreneurs make their inventory and design choices without taking suggestions from the people who will be actually buying them. Thus, in case your team or you are in a dilemma about any design or stock decisions; ask your customers for input so that you make data-backed informed choices. Asking your customers to respond to regular surveys can be another useful approach to obtain feedback.
2. Increase customer retention
A key goal of all customer service teams is to lower customer churn and improve their retention. In fact, it is much more efficient and practical to convert your existing shoppers into loyal customers than just relying on your ability to acquire new ones. In order to drive repeat purchases, however, it often requires more effort than simply keeping a website up and running. This is precisely where the effectiveness of your customer service team comes into play.
3. Take help of self-service resources
There are times when a customer contacts your customer service team with a complex problem that has not been encountered before. These kinds of queries may need your customer service agents to use their problem-solving skills fully to arrive at a customized solution to meet the needs of the customer. That is not, however, very often the case. The majority of day-to-day customer queries are simple and routine ones and the frequency of such queries can be brought down by developing a self-service portal with chatbots FAQs, and live chats. These tools can be used to respond to common queries and let the customers help themselves.
Vaishali is a enthusiastic digital marketer and an occasional content writer who is always fascinated about the search engine technology. She has developed a keen interest on ITSM and ITIL and often voices about it.