Do you have a customer service department that’s constantly busy? Do you field multiple requests from customers confused about the shipping process and return policy? If so, you might want to add Zendesk to your ecommerce tech stack. With Zendesk, your team will have new ways to streamline customer service and make it easier for customers to find the information they need regarding your products and company. Read on to learn more about how Zendesk can improve your ecommerce platform.
When you have a larger customer base, there are bound to be instances where multiple customers get in touch with the same questions. If your customer service team is spending a lot of time answering repetitive questions and walking customers through processes that have already been explained, you may want to add Zendesk automation. This allows you to automate standard responses to common or simple tickets. Automated responses can also speed up response times so customers don’t have to wait as long for a resolution, which leads to greater customer satisfaction.
Customers will appreciate being able to get the information they need without having to wait on hold or send a ticket to customer service. And your team will appreciate being able to focus on more complicated ticket requests rather than spending time answering simple questions.
For example, one eCommerce company decided to add Zendesk’s knowledge base feature, and added a section to their resource where customers could find information about the company’s product sourcing. The company’s team researched and wrote detailed information about the sourcing process and added it to their knowledge base. This meant that when customers had questions about the sourcing of a specific product, they could simply find the information in the knowledge base rather than needing to wait on hold for an answer.
Another way that Zendesk can streamline the return process is with its return management feature. This allows you to create a standardized return process that can be added to your company’s knowledge base so customers can easily find the information they need.
For example, one eCommerce company that chose to add Zendesk to their tech stack added detailed instructions on how to return products, including the specific address to which the items should be sent.
They also included instructions for customers who wanted to make a return via an in-person store. This way, customers could easily find the information they needed without having to wait on hold or send a ticket to customer service.
One of the best ways to make customer service faster and easier is to make it easier for customers to contact you. Zendesk offers a variety of ways for your company’s customers to contact you, including live chat and a ticket feature. Zendesk’s live chat feature means that customers can instantly connect with your representatives.
If a customer is confused about a certain aspect of your site (like the return policy) or needs help finding a product, they can instantly send a message to your team through Zendesk and get the help they need without having to wait on hold or send a ticket. Zendesk’s ticket feature allows customers to submit more in-depth questions that require a more detailed response.
This feature can be helpful if a customer has a complicated problem that requires more research to solve or if they need help with a specific aspect of your site (like placing an order). Using Zendesk’s ticket feature, customers can submit their questions and get a response from your team when they’re available.
Ultimately, Zendesk can help your company manage customer service in a variety of ways including a knowledge base, live chat, and a ticket feature. But it can also be used to manage other aspects of your eCommerce platform. For example, you can use Zendesk to track metrics like customer engagement, sales, and ROI. These tools can help you make smarter decisions about the direction of your business and where you want to focus your efforts
