8 Processes Every E-Commerce Business Using Zendesk Has To Optimize (#5 Will Blow Your Mind)
E-commerce is an ever-expanding business avenue and setting up your own business in this sector is becoming more and more effortless, with many sites and companies offering to do the paperwork and setup for you. In a sea of e-commerce businesses, it will likely be only the most optimized ones that rise above the water and soar the skies. In this article, we'll take a look at 8 processes every e-commerce business has to optimize in order to make sure it’s at the very top of the food chain.
1. Out of office hours and holidays
Having a well-defined and visible schedule is paramount in setting the right expectations for your business. Knowing when your team is available to help will create a more frictionless experience for your clients and will more often than not end up in better customer satisfaction. Setting up your out of office hours in Zendesk can be done in a variety of ways and can be reflected on all of your contact channels, so, no matter how your clients are trying to contact you, they will always know when you’ll be able to respond instantly.
Also read: How to Build Your Own Zendesk Chatbot in 2022 [Ultimate Guide]
2. CSAT - Customer Satisfaction
You’ll always want to offer your customers a way to provide feedback regarding their interactions with support. By enabling and sending out CSAT forms to them, you can get a better idea of what your team is doing well and what it needs more training on. CSAT is a must, as it allows you to continuously adjust your processes, so that they accommodate your client’s needs.
Also read: How to Measure Customer Service Satisfaction [and Metrics to use]
3. Notify requester of received request
This feature achieves two things at the same time. First off, it acknowledges that your client’s support request has been successfully received and registered. The second this this does is it offers them a short summary of the ticket, along with a handy link they can click to go back to their request and checking, thus preventing them from potentially creating duplicate tickets.
Also read: 9 Benefits of Good Customer Service in 2022
4. Pending chase requests
Communication between you and your clients should be a constant back-and-forth in which everyone obtains all the information they need. That being said, chasing your clients for more details or clarifications regarding their requests is always a good practice and, even though it may take a bit more time, it ensure that the end-result is the best that you can offer.
Also read: Should A Small Business Invest In Customer Support?
5. Limit the number of CSAT requests you send
Depending on your brand and your products and services, one single client might contact you multiple times a day regarding different issues or requests they might have. By default, for each interaction they have with you, they will receive a CSAT request. As you can imagine, filling in multiple of these in just one day can be quite a chore for a customer who’s just trying to get an issue solved, so the best thing to do is limit the number of CSAT requests your customers can receive in a day.
Also read: 5 Ways To Deliver Great Customer Service
6. Assign tickets to the first responder
Whenever receiving help in-person, things always go more smoothly if there is just one helper. Well, the same is true for online customer support. One person getting familiar wit a case and handling the entire process will always be both more efficient for your company and less confusing for your clients.
Also read: Conversational Customer Service: What is It and Why Is It Important
7. Chase assignee for Open tickets
Ticket alerts and updates are definitely not something we want to just brush off casually. Making sure that all tickets that have been re-opened by clients are addressed makes for a comprehensive and qualitative customer service experience and is likely to also improve satisfaction metrics.
Also read: Customer Obsession: Examples, Definition, and Implementation Strategy
8. Service Level Agreements breach alerts
Pairing up with tip #7, this one emphasizes the importance not only responding to all requests, but doing so on time. Service level agreements (or SLAs) are timers set for every type of request and all of its stages. They ensure that the clients who have waited more to receive help will have priority in receiving it.
Also read: Zendesk AI ChatBot - AI-powered support staff
Conclusion
As the e-commerce sector gains more and more eager competitors, it takes a high level of quality and optimization for businesses to be noticed and appreciated. We have gone through a few tips to help make that happen and we hope that they will give you the edge you need in order to be successful.
Are you having issues with implementing these steps or perhaps simply don’t have the time? Let’s have a chat and figure out how we can help take some of that pressure off your shoulders!