The e-commerce industry has been performing well in the past years. Customers’ transition to online shopping continuously grows especially now that we are in a pandemic. With this trend, one of the crucial areas to the success of e-commerce companies is their customer service department. Hence, it is important for them to utilise an advanced and reliable customer support software or system.
Having a strong cloud customer service software is a must for e-commerce businesses as it will affect their daily sales and overall performance. Since the store is online, most of the transactions will be done through phone calls and online interactions such as chats, emails or social media messages. No matter the communication mode they use, customers expect to get the best answers to their queries as soon as they can. They also expect that the answers that they get from various modes or different staff on the same question are aligned. This is where having a topnotch customer support system is a big help.
Here are some of the key features to spot when choosing the best online customer service software for your e-commerce business.
1. A customer service ticketing system that can cover different channels
To accommodate customer queries fast, it is important to utilise a customer service ticketing system that covers different channels in one. It will increase your staff efficiency and at the same time align the responses to the same customer issues as logs, notes and all other communication to the same issues from a customer will be logged in one place. There is no need to use various tools and compile customer queries before the customer staff can reach out to the customer.
2. A tool with an automation feature
The e-commerce industry is a fast paced world. It is only important that the cloud customer service software that the business uses has automation features to attend to customer issues fast and efficiently. The best online customer service software has the capacity to sort, prioritise and assign tickets to the most appropriate team or staff. Automations also eliminate work duplications or redundancy. It ensures that the team misses nothing as it provides updates every hour and alerts collaborators about unfinished tickets from time to time.
3. A system that fosters teamwork
Having a customer service ticketing system that has the capacity to prevent double handling of work is a must. It is also important to utilise cloud customer software that will allow staff to loop in other agents and foster teamwork and discussions in the tickets. Moreover, it is to your business advantage if your ticketing system will give various teams the capacity to split the actions needed in a ticket and work on them simultaneously.
Remember that one of the significant anchors of an e-commerce business is the customer service department. It is important to look for the best customer service ticketing system and not settle for less. Getting the best one will benefit the business for years as it will remove all redundancies and will allow every staff and team to be always productive and efficient in the workplace.