Customer Service
Increase Customer Satisfaction
Every business strives to impress and delight their customers. This is often a difficult and challenging task particularly for companies with thousands of customers and a limited amount of customer service personnel and phone lines.A Live eCommerce online store can provide customer service to your entire customer base 24/7. This means customers can trade at a time that suits them and have up-to-the-minute information at their finger tips. This will reflect in a positive sentiment and boost the confidence of your customer service team.
Handle Less In-Bound Phone Calls
Traditionally, your customer service personnel serve at the front line of your business and responding to hundreds/thousands of inbound phone call each day. Many of these calls are often general enquiries and requests for product information that take up valuable time. This is compounded during peak or promotional periods as customer service personnel and phone lines become swamped. This can severely impact the growth of a business and place staff in a reactive position.
Live eCommerce Online Stores gives your customer service team a massive boost and alleviate the pressure of taking phone calls. With customers able to resolve their enquiries online en mass, inbound phone calls will drop and customer service personnel can become much more proactive and sales focused.
Manage Web Orders With Ease
Most companies require their customer service team to quarantine orders as they arrive and resolve issues or action instructions given by the customer prior to sending the order through to dispatch.The Live eCommerce Online Store contains a flexible web order submission process which submits online orders Live into your accounting software. There are various checks and balances in place and a notification email is sent to customer service. Similarly, customers will receive a confirmation email if requested. Once submitted to your accounting software, the order is ready for verification and dispatch.
Web orders can also be verified and resubmitted from within the My Orders facility located in the Administration Centre.
Reduce Keying Errors and Mistakes
For most businesses, customer service personnel manually key orders received via phone, fax and email into the accounting system. This is often a tedious task. More importantly, incorrect keying often leads to expensive mistakes and often frustrates the distribution process. Conversely, customers may not give the correct information over the phone and customer service personnel become embroiled in difficult arguments.
The Live eCommerce Online Store submits web orders live into the accounting software without user intervention. This means there is no manual keying required. More importantly, there is no grey area regarding the authenticity of the order. This means that customers are completely accountable for the orders they submit. Upon submitting, customers must also accept your terms and conditions which empower your customer service personnel to resolve disputes quickly.
More Time For Managing Relationships
By reducing the labour effort involved in processing orders, customer service personnel have more time to concentrate on proactive sales activities such as promotions and building relationships.Learn more
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