5 Must Consider Tools to Enhance Your E-commerce Customer Support

With the increase of complexity and the development of new technologies, customer support is not just the added value but essential element for business in the world of e-commerce. Research carried out by HubSpot showed that customer loyalty increases by 93% when the involved firms provide favorable customer service. That’s why utilizing the appropriate instruments may have a tremendously favorable impact on your e-commerce customer service and, in turn, customer satisfaction and loyalty while competition rises. The five must consider tools for every e-commerce business include:

Live Chat Software

Live chat, as mentioned in Econsultancy has the highest satisfaction levels for customer service having 73% as against to 61% for e-mail and 44% for telephone.

Zendesk Chat

Zendesk Chat is a tool which enables the businesses to interact with customers and provide answers to them in real time, to their inquiries. This tool can be easily installed on your website, and it presents itself as a professional and inviting addition that will convert site viewers into patrons.

Communication in real-time is potentially highly useful for forming a customer experience’s positive or negative outcome. Products like Zendesk Chat poses flexibility as it provides real time for addressing customer’s concerns which is dominant in clearing up concerns.” – Sarah Hicks, Customer Experience Manager at Shopify.

Help Desk Software

According to the Global Customer Service Report by G2 Crowd, majority of customers or 89% ‘would receive’ buy from the same company or ‘would recommend’ the same company after a positive customer service interaction.

Freshdesk

Freshdesk helps customer support because all the customers’ information and communications are located in one convenient location. It encompasses elements such as auto-ticketing, chatbots, and data analysis that enable organizations to deal with problems quicker and more efficiently.

Having a strong help desk software like Freshdesk can help to cut down the time taken to draft a response and possibly increase customers’ satisfaction. In essence, it gets down to the question of sleekness and openness.” – John Rogers, Senior Customer Support Analyst at BigCommerce.

Customer Feedback Tools

According to a study done by Salesforce, 76% of customers expect organizations to understand the requirements and expectations of their company.

SurveyMonkey

As a tool used by e-commerce businesses, SurveyMonkey helps businesses to obtain data on their customers from surveys. These overviews also assist in using customers’ feelings in making decisions that will lead to better understanding of the clients.

What is important for any company, operating an e-commerce store, is to gather and analyze customer feedback. Tools such as SurveyMonkey give information that can be critically useful for putting an organization’s continuous improvement process.” – Linda Williams, Director of Customer Success at Amazon.

CRM Software

A study by Nucleus Research shows that the applications of CRM can lead to a increase in sales by 29% besides the enhanced productivity of 34% and better forecasts by 42%.

Salesforce

Salesforce CRM is an integrated customer relationship management solution that can assist a company in the area of communication with the customers, in efficiency enhancement, and can lead to higher profitability. It provides a wide-angle coverage of customer about his/her needs and requirements which can be used to makeover customer service and marketing strategies.

A good client relationship management tool such as CRM sold by salesforce is the foundation of any efficient customer care. The specific social system aids in monitoring customer engagements and offers valuable information in improving the buyer journey.” – Michael Brown, CRM Consultant at Deloitte Digital.

Social Media Management Tools

Consumer Engagement on Social Media report also states that 79% consumers will expect a reply from brands within 24 hours of their engagement.

Hootsuite

Hootsuite is a social media tool that enables business organizations to monitor and adjust all their accounts, plan posts and respond to customers’ concerns instantly. A vital component for a firm’s social media is the ability to create and maintain this tool.

Looking at the ever-evolving society of today that carries along with it ‘social media’, it becomes evident that this is a significant interface for customer intimacy. As for the instance where social comments require monitoring and immediate replies tools such as Hootsuite can come in handy.” – Jane Smith, Social Media Strategist at HubSpot.

Conclusion

Customer care service is considered to be one of the primary success factors in the context of modern e-commerce. By using Zendesk Chat, Freshdesk, SurveyMonkey, Salesforce, and Hootsuite, the overall performance of CS will improve, which will make customers happier and more loyal and thus bring business profits. Using these technologies also satisfies customers’ demands while at the same time differentiating the brand from the rest.