Tag - Customer Service

The Continually Evolving E-Commerce Space

As the generational gap widens from seniors who have never used a computer in their lives to infants who are born toting iPads everywhere they go, the current shift in E-commerce focus is palpable. Technology impacts today’s generation at every turn, and everything from keeping up with close relatives halfway across the world to ordering your lunch is either done online or right from your mobile phone.

The broad shift in traditional market economies has seen a departure from the brick-and-mortar focuses of old, as increasing numbers of business transactions are carried out without ever setting foot in a physical “store.” Breaking down various aspects of the e-commerce focus show how companies are trending and just what portions will continue to be digitized and moved online.

Customer Service

The days of outsourced customer service are certainly upon us, as more often than not you’re left dealing with a call center halfway around the world to facilitate your customer interaction. More companies are recognizing the impact this has on their customer service as it’s generally not good, so many have begun to employ “smart” systems which make human interaction easier to facilitate.

Online automation softwares like chatbots have been a giant leap in this space, as it enables a real customer service representative to handle multiple inbounds in the time it used to take to resolve one incident. Also by logging interactions on an individual basis, all pertinent information becomes available to all members within the organization so that there is no drop-off or miscommunication through the life of the interaction.

Delivery Optimizations

From the market-changing delivery drones being worked on by larger corporations like Wal-Mart and Amazon to simply providing expedited shipping options and accountability, delivery services are certainly leaps ahead of where they used to be. New technology is constantly being tested to optimize shipping methods, storage, and optimization across the entire process. From flat-rate shipping boxes which make it easier to optimize the space within delivery trucks to marketplaces condensing shipments, the entire delivery system has made leaps and bounds to accommodate the shift to e-commerce focused entities.

Digital Wallets

The introduction of digital wallets have changed the way you pay, and for the majority of the population it began right on the iPhone. PayPal has been around for quite some time, Apple Pay was really the first to optimize the payment experience within native applications, really removing the checkout “step” altogether. As any e-commerce company knows, the drop-off at checkout is one of the most frustrating aspects of a transaction flow to deal with. It’s often incredibly difficult for an e-commerce company to identify which aspect of a check-out flow causes the most discomfort and work to improve their conversion rate can be exhausting. With seamlessly integrated options like ApplePay, it standardizes the process for all apps using it and streamlines the interaction for the user.

The Roadblocks

For many E-commerce converts, the most frustrating aspects still revolve around ordering something which you’ve never physically seen or held yourself. With this notion in mind, it’s quite obvious that the brick-and-mortar retail experience will never die as it’s incredibly important for the customer to be able to try things on and experience a product for themselves before they buy. This portion of the population will do well to keep the physical stores alive, but the numbers don’t lie; the numbers reveal how e-commerce has quickly carved a demand among consumers. The introduction of new e-commerce technology that will make the process faster and more efficient will encourage a new generation of shoppers to purchase online as well.

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Office Worker On Phone

Outsourcing And Automation: Wave Goodbye To Your Customer Service Woes

Office Worker On PhoneFor any small business that deals with customers, their service and support standards are the hardest to maintain. With the rest of the business to run, your customers can often go forgotten or the service you give them substandard. Of course, most companies can’t afford a dedicated staff member, in their early days. This means that creative solutions have to be found to get your customers served.

 

  • Automated Support Desks/Peer Support

 

For questions that are regularly asked or that are easy to predict, you can solve the problem of customer contact very easily. Using a software solution to build an automated service desk into your site allows your customers to search for their problem. This requires some work to get running, but once it’s up, you can just keep updating it as you get asked new questions. It’s worth the initial set up here, simply to avoid having to answer the same questions over and over again.

You can also set up a peer support system. This is a way for your customers to solve problems together and get answers from each other. Once you’ve built up enough of a customer base, you can have nearly all of your customer services handled this way. To get people interested, use rewards such as discounts to incentivise helping. It might cost you a bit of profit, but it will still be cheaper than hiring someone.

 

  • Mail And Emails

 

Par AvionWith a mail forwarding address, you can have your regular correspondence come to you, and your service mail sent to another address. This saves you time sorting through your mail and will give you a specific day each week to sort out your mail. Having a forwarding address will also make you look more professional, as the customers will only see a business address.

With modern technology, you can have your emails handled by an automated system. You will set up the system to recognize various terms so that it can reply to customers with relevant support. If they can’t recognize anything in the email, it will get sent directly to you for sorting. This can eliminate repeat questions altogether, by giving people the answer automatically. For a more personal approach, you can outsource your emails to another company. Similarly to an automated system, any emails that they can’t deal with will be sent back. But, the chance of them not being able to help is much lower than the chance the automated system will fail.

 

  • Call Handling

 

Much like your emails, you can have your calls handled by an external organization. Some companies can handle your payments for you so that customers can talk to them about billing issues. You will give them a detailed document outlining your company’s policies. They will use the document to answer the questions they can. Any questions they can’t answer will, unfortunately, come back to you. Despite this, most of the calls you receive can be handled for you, which will save you a great deal of time.

Ultimately, you will still have to do some of the work, but you can greatly reduce your current workload. Simply having a code of practice for your customer service will make a difference, but to go the extra mile, you need to do some research.

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