Consumers are making more purchases online than ever before. Sales are up, which is fantastic for business, but it puts a lot of strain on customer service and fulfilment teams, who are trying to support more orders with the same (or even fewer) resources(ecommerce store).
This stress raises the risk of making a mistake when providing service, which can result in lower client satisfaction and lost future business. Fortunately, by highlighting and prioritising customer complaints in real time, ecommerce organisations can harness the potential of help desk automation to improve their customers’ purchase experiences.
This post will go through five of the most typical ecommerce customer care automation choices, although there are many more to choose from. Spend a few hours reading what your customers have to say in support tickets or chats, or use a customer conversations analytics tool to get more information(ecommerce store).
1. Prevent orders from being filled that have been cancelled.
It happens all too often: fulfilment begins as soon as the customer places a new order, and the warehouse crew assembles the box. If the shipment is ready before the courier pick-up time, it is promptly handed over to the shipping firm.
Meanwhile, the customer has either changed their mind or realised they made a mistake. They reply to the order confirmation email to cancel it, but it’s too late by the time your next available agent reads it (which could be hours later).
The consumer’s only choice now is to wait for the package to arrive before returning it, which is both costly for the company and inconvenient for the customer.
Configure your support desk to detect inbound cancellations and take measures to avoid this problem. This action could merely designate the conversation as urgent or stop or cancel the fulfilment of an order(ecommerce store).
The latter solution would rely on a webhook set up in your help desk and, depending on your ecommerce platform, could necessitate some development time.
A simple approach for identifying those cancellations is to include a drop-down field on your contact form that allows customers to self-select their reason for contact. Use routines to hunt for common words and phrases to catch incoming cancellations from other sources. You can locate instances of the proper language and phrasing by skimming through prior order cancellation emails.
Our online customer musicMagpie employs auto-tagging in this fashion at Cx Moments, saving on delivery and return expenses while also increasing the consumer experience.
2. Treat irritated consumers with the utmost respect.
If you’re not vigilant, a single problem can cause angry consumers to leave and never return. Furthermore, they can make their dissatisfaction public in a matter of clicks, causing long-term damage to your brand and trust.
Customers who dissatisfied with their purchase utilise comparable terms and phrases to express their feelings. Whatever language your consumers speak, online dictionaries will be a good place to start looking for the most common trigger words.
Reading actual customer discussions and noting the terms consumers say when they’re angry can also help you extend your list. This list of terms and phrases can then be utilised in rules to identify and better address the most irritated consumers.
For example, you might give these situations a greater priority so that the consumer receives a faster response, or you could assign them to specific agents who are more experienced in dealing with challenging customer encounters.
3. Arrange for incoming requests to be prioritised.
While it may seem fair to respond to clients in the order in which they requested assistance, it isn’t always the most effective strategy. Not every inquiry is equally significant.
High-priority concerns in ecommerce include post-sale/pre-shipping enquiries such as address correction or order modification. If a customer makes a mistake in their delivery address and they dispatch the shipment before they fix it, it will have a negative impact on the customer experience as well as the cost to your company.
Problems with pre-sale items at the checkout stage of the purchasing process are also critical: Problems in adding products to a cart, applying discount codes, or making payments are all examples of situations where a consumer who is unable to receive prompt assistance is likely to move on to a rival and never return.
You don’t want those inquiries festering in your support queue while your team is busy with less pressing issues like cooperation and partnership requests, job applications, and email unsubscribe requests.
Examine previous talks in your help desk to determine the types of questions that are most important to you. Change the priority level of those interactions through tagging and workflows, and provide context to your team when determining which ones to respond to first.
4. Look for damaged goods.
Few things are more damaging to a customer’s experience than paying for a defective product and having to wait days or weeks for it to arrive. Not only will it add to your costs (in terms of packing, shipping, and returns), but it will also harm your reputation and brand.
While you won’t be able to totally avoid damaged products, you may identify patterns and strive to rectify them as soon as possible.
For example, one product category or kind may be more likely to be defective or damaged in transit than others. If the team in charge of sourcing or constructing the products get contact every time a new issue which reported by customers, they can recognize these patterns fast.
Automatically tag every conversation that includes a broken product and use business rules to trigger an email notification or @mention to the proper person or group is one simple way to let the product team know when a client complains about this issue.