E-commerce is a very different medium of buying and is starkly different when compared to face to face buying from a shop made out of bricks and mortar. If you notice it is largely self-driven and self-professed. Anyone who wants to buy anything online has first to acknowledge the need to buy and then act upon it. There is no one to lure and no one to sell like a traditional salesperson. Hence if not for yourself there is no one who can make the decisions that you do online.
It is now a mandate that every commerce portal has self-help with a ticketing software page wherein they will get a solution and redress their complaints. This page will be a place wherein they get to be in touch with the authorities of the particular portal that they are buying from. Here they can express, ideate and ask as well as complain, in case of a problem that they have suffered. Hence it is very important that this page is very much there in every e-commerce portal and is also positioned as an active and alive page for the customer to rest assured.
Self-service with a helpdesk ticketing system in case of e-commerce portals are a game changer in the business and if you do manage to put it in, you can make your lives better. It gives the customer total liberty to express the way he or she wants to and also gives you a lot of hassle-free time to take up more important work. There are many ways that self-help can be included in your e-commerce portal and there is nothing to it if you really wish to go ahead. In this article we will take you through some of the steps to establish self-help and reduce tickets.
- Give the customers many options to reach out to you
In order to establish a great self-help policy on your page it is very important that the customer has quite a few options at hand to reach out to you. You can give them an email option, a live chat option, a call option or text or watsapp option. This way you have opened many routes for the customer to reach out to you and it is now totally dependent upon the customer to use the option which suits her the best.
- Respond quickly to customer grievance and queries
It is the order of the day for the customer to expect a very short response time. When a customer reaches out to you it is important that you write back to them in the same hour and respond to their queries. If this is not done or if you take a lot of time to reach out to them they might complain even further and this might escalate even further on the ticketing software . The best way is to take action in one or two working days and respond in under an hour.
- Make sure that there is an FAQ page
It is very important that there is an FAQ page in your portal as this is the only way the customer can read about mundane queries and know the way to get a solution to these problems. Sometimes the query might be too small and the customer would not like to bother you for the same. If there is an FAQ page these problems will not occur and you will definitely be saved of a lot of hassle and bother on a day to day basis.
- Every customer is different and needs to be treated differently
It is important to understand that every customer is different and needs to be treated differently. It is important to customize your approach towards your customer as you don't know what their likes and dislikes are. Hence tailoring your approach importance. Get CRM details from various portals to prepare yourself for the multitude of customers that you are dealing with and this way you will be better prepared to deal with them on a regular basis. Customization is highly important in today’s world and you will realize it sooner than later.
- Do not forget to ask about feedback
Feedback is one of the best ways to establish connect with your customer and try and get to know them better. Hence every e-commerce portal which is trying or not for self-service portal needs to ask about feedback and act upon it. A feedback form will help you understand a trend and know a patter as to what the customer wants or what any customer wants. This is important as it will help you establish a very customer-centric approach towards your website and your business and help you generate more revenue as well.
Thus these are some of the ways that the self-help with ticketing software ways can reduce tickets in your e-commerce website and make you more people-centric and customer-centric. Once you inculcate these ways and methods you will definitely not regret them and also realize the value of these simple methods in your journey as a business person.
Offering excellent support to the customer is the key to customer satisfaction and retention and it had always been so.
Gone are those days when a customer support team with telephonic support setup was what most businesses had in place.
The major benefits of using suitable help desk solution include:Enhanced helpdesk efficiency, less time required for grievance and query resolutionBetter resource sharing and collaboration between teamsEnhanced customer satisfaction- leading to enhanced retentionBetter visitor to buyer conversionStrong brand image development along with positive word of mouthFactors to analyze when you want to select the most apt customer support software There is no shortage of helpdesk software solutions but you should not pick randomly.
Not all the customers will be tech savvy and still they will need to access the support team, online or by other means.Integration and compatibility with software, apps- This is a major parameter to consider when you shop for support desk software for the company.
The helpdesk solution has to be compatible with these existing applications.
You will not like it if installing the software and configuring it to suit operational needs takes a lot of time, leads to making many changes and productive time is wasted.
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It is better you need to look to the long term and you can build sincere value and look to help the users.
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