Freshdesk is designed to facilitate seamless communication between your business and your customers throughout every phase of their journey.
Your customers may reach out to you with inquiries about your product offerings, requests for returns, concerns about refunds, and more. Instead of composing emails, they have the option to contact you through alternative means, such as messaging you on Facebook or sending a mail to @yourcompany.
Some customers may prefer immediate responses, which can be delivered through a website chat or a direct phone conversation with one of your representatives. Regardless of the communication channel they choose, customers anticipate a timely response that not only acknowledges their issue but also provides reassurance that their concerns will be addressed promptly.
As your customer service strategy expands to encompass a variety of communication channels, including traditional methods such as email and telephone, along with contemporary platforms like social media, the risk of experiencing delayed responses or overlooking specific customer inquiries may increase. To address this challenge, an e-commerce help desk serves as a valuable solution. This centralized approach equips your team with the capability to effectively manage and promptly attend to customer requests, regardless of the communication channel used.
Relying on various tools and platforms to engage with online shoppers frequently leads to a fragmented understanding of the customer and their requirements. This can lead to customer frustration and dissatisfaction, especially when they have to repeatedly explain their concerns to different support agents in search of help. An effective help desk software should offer seamless integration with prevalent e-commerce platforms, empowering your customer service team with a comprehensive understanding of customer inquiries and their full context.
E-commerce customer service teams often find themselves fielding a barrage of repetitive inquiries. An e-commerce help desk provides an ideal platform for establishing an extensive knowledge repository containing FAQs, tutorials, and solution articles. This resource effectively deflects routine questions, preventing them from inundating your support staff. Customers can independently search for information and address issues, often resolving concerns before reaching out to your service representatives. This approach benefits both customers and support teams, resulting in faster issue resolution and a reduction in support tickets.
When you handle customer inquiries using an e-commerce customer service software, you gain access to a wealth of data within the tool. You have the ability to track important support metrics such as initial response time, first-contact issue resolution, adherence to response and resolution SLAs for tickets, and even gauge customer satisfaction (CSAT) by deploying feedback forms following each customer service interaction. For instance, Freshdesk provides the capability to automatically gather customer feedback through customizable surveys, allowing you to assess the level of satisfaction with the service provided
A fundamental feature of a help desk ticketing system is centralizing, ranking, and monitoring customer inquiries from primary support channels as 'tickets' within a unified interface.
Your support center should have the capability to manage customer interactions originating from your primary support channels, such as email or social media, within a single, unified location.
Establishing operational hours and setting service level agreement (SLA) benchmarks for various categories of customer inquiries within your support center ensures clear expectations between businesses and their customers.
Operating a personalized customer support hub, often referred to as a help center, allows you to provide a smooth self-help experience for online shoppers.
Provide situation-specific customer assistance by linking your help desk with popular e-commerce business software, such as your CRM, order management system, and payment platform
Incorporated help desk reporting and analytical capabilities enable you to continuously or periodically monitor and evaluate the performance of your support team
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