E-Commerce: Helpdesk & Revenue - Are they related?

Some businesses like E-Commerce Industry, are hesitant to invest in customer service and see it as a necessary (but annoying) expense. This is a mistake. Although building an excellent support team and providing them with the tools that will help them effectively assist your customers does require an investment. It’s an investment that can have significant returns, especially in the e-commerce business. In fact, when done correctly, excellent customer support can increase your revenue.

So if you’re on the fence about investing in a helpdesk software for financial reasons, it’s time to reframe your approach. When your support strategy includes a focus on increasing sales, the helpdesk platform you choose is essentially a tool to move you closer to this goal — meaning that it can ultimately have a positive impact on your overall revenue.

Why is customer support essential for e-commerce success?

No matter how straightforward your products are, how well-designed your site is, or how great your team is at their jobs, your customers are bound to have questions and run into issues. This is simply an inevitable part of running a business, and that’s why customer service teams are a staple in any business model.

They’re the people who assist shoppers in choosing the right products for their needs, remedying any issues with incorrect or defective orders, and making sure that any other concerns are handled appropriately. But with a well-planned strategy, your team can do much more than addressing questions and resolving customer issues. In fact, they can become an important asset in driving growth for your business.

That’s because as the few members of your team that get to interact directly with your customers on a regular basis, they have access to a valuable resource: your audience’s opinions. And given that, your company’s success depends largely on your ability to cater to what your audience wants, this is a resource you shouldn’t overlook.

So, as you build your customer service team, it can be extremely beneficial to train each member to ask the kinds of questions that uncover helpful feedback and provide opportunities to improve your business.

This is also where helpdesk software becomes beneficial. Although it’s possible to have your team collect feedback in a designated document or form, this approach can quickly become tedious and difficult to pull valuable insight from.

But with the right helpdesk software, you can create a strategy for collecting and organizing information in a way that’s easy to access and understand — simplifying the process of using each piece of feedback effectively.

5 Ways a Helpdesk Software Can Boost Your Revenue

With the right approach, a helpdesk can boost your sales and move you closer to your overall business goals. But if you’re not yet convinced, here are four concrete ways in addition to your service strategy that can directly impact your company’s revenue.

1. Increase Customer Retention

One of the most important goals of any customer service team is to increase retention and reduce customer churn. After all, earning new customers is challenging—so it’s much more efficient to turn existing buyers into loyal shoppers than to rely solely on your ability to reach new ones. But driving repeat purchases often requires a bit of more work than merely keeping your site up and running. And that’s where your customer service team comes into play.

After each sale, you should take a proactive approach to ensure that the customer is satisfied with their purchase. Today, most helpdesk platforms make this easy by offering tools for automated follow-up emails. This way, each customer has the opportunity to let you know about any issues they may have.

Then, if a customer is less than satisfied with their experience, your team can reach out to learn more and resolve the problem, whether that means walking them through the return process, suggesting alternative products, or simply apologizing for a delay.

Regardless of the exact action that’s required, simply taking action can turn an unhappy customer into a loyal one for your business. And it’s not difficult to see how building this kind of proactive approach into your customer service strategy can improve your retention rate — and have a direct impact on your ability to generate repeat sales.

Remember, your customers are always looking for a product or service that is able to satisfy all their needs and solve the issues quickly.

2. Gain Insights on Product Development

As an E-commerce business owner, you focus on offering the kind of products that make your target more customers want to buy from you. Sadly, there are still many business owners who make their website design and inventory choice without asking any their potential customers. It is the most common mistake made by business owners especially when you consider how easy it is to include shoppers in the decision-making process. You should understand that your products are designed for your customers not only based on your predictions.

For example, one of Malaysia’s Clothing Retailers, Oxwhite regularly get their customer input on what products they want, including product styles and colours on their Facebook Group. Next, customers would start giving their suggestions through comments or polls. The results of these polls are often reflected in subsequent releases and restock.

Oxwhite Gain Idea

So if you or your team is struggling on the issue of stock and its specs, asking your customers for the input is the best and the easiest way to make informed and data-backed choices. It is hard to guess what they’ll want to buy and stocking up the products they told you they want to buy is a wise choice to make for business owners.

With Exabytes Helpdesk Software, you can build a simple survey form to collect your customer feedback on your products or services. With a simple and short survey, customers are more likely to submit their feedback to you.

Survey form

 

3. Improve Customer Shopping Experience

It is important to understand the customer buying journey when they visit your store. For example, your customers sometimes lose an item on an abandoned cart or receive a defect product (after-sales issue). This is why you should collect your customer feedback to understand what makes them confused and dissatisfied when they visit your store.

You can set up a feedback form through Exabytes helpdesk software to ask your customers about your website, brand, the overall shopping experience, shipping customer service and virtually anything else they wish for you to improve, for example, they can’t find the product they want due to the complexity of the content arrangement on your website.

And even if you are not actively working on improving a specific part of your business, the surveys can help you discover the area that you should make some improvements. You may be surprised by what you can learn from your customers and the insight you can gain when you implement this practice on your E-commerce business.

Sample of Survey form

 

As long as you take the response seriously and use them to improve the buying experience accordingly, you can work toward building an e-commerce web store that is aligned with your target audience’s needs. The closer you align with what your customers are looking for, the more effective you will be in reaching your sales and revenue goals.

Try it Today and you will definitely gain more insights on innovating your products through their feedback!

4. Develop Self-Service Solutions (FAQ)

Occasionally, your support team will receive customer enquiries with complex issues that you’ve never previously encountered. These kinds of questions require your support team to fully utilize their problem-solving skills to come up with a unique solution tailored to the customers’ needs. Note that this only happens occasionally.

In fact, the majority of the customer enquiries involve the same few general questions. Your support team agents will need to answer certain general questions again and again. It is tiresome to your agents. Fortunately, you can reduce the burden of your agents by adding resources to your site in the knowledge base section, a place where your customers can find all the answers to their general questions, within just a few clicks of the mouse.

The most common way to start is to build an FAQ page. Various questions (basically on everything, from orders to shipping, buying process and warranty, etc. For example, Oxwhite’s FAQ answers questions about delivery, returns and refunds, etc.

Oxwhite FAQ

If your customer is looking for an answer to a common question, they can find the answer easily without the assistance of a customer support agent. In addition, if a customer is hesitant to purchase because there are still a few questions unanswered on the product, these answers can remove that hesitation and encourage them to make up their mind and place an order.

The more confident shoppers are, the more likely they are to complete a purchase, especially when they have all the details they need. This can drive even more revenue to your business, without much effort and time from your customer service team.

Start building your own knowledge base Today. If you need a guideline on how to build a knowledge base, check out this blog post – An Ultimate Guide to Building an Awesome Knowledge Base

5. Integrate with Live Chat

In order to boost your revenue for E-commerce Business, Integrate your live chat software with the helpdesk. It is the best immediate assistance to your customers. With Exabytes Helpdesk Software, you are able to go through a quick review of the customer history to provide a better solution for them. You will notice that this customer complained about your product before and can be offered an exclusive deal for his next purchase.

Live Chat offers valuable insights when it comes to capturing leads and acquiring new customers. You can monitor user activities on your website in the helpdesk software when your live chat is integrated. Your customer service team is able to spot more chances to do upselling and cross-selling. If you want to explore and try a live chat software, there is the offer for 21-day Free Trial for Live Chat Software.

Conclusions

Today, Customer Service plays a significant role in all businesses, especially in the E-commerce Industry. It is essential for businesses to address customer issues and concerns and solve any problems that are faced by the customer, be it in the purchase process or after-sales. Beyond that, It also provides a great opportunity to engage directly with the customers on a regular basis and understand more about their preferences, needs, and opinions.

There are countless good reasons to invest in helpdesk software, and each and every reason will lead to one ultimate goal, namely expanding your customer base. After all, no business can run without customers. And the simple logic is, the more you know about your customers, the more customers you can retain. The more customers you retain, the more loyal customers you have. The more loyal customers you have, the more repeat sales you get; the more loyal customers you have, the better the word of mouth and the more referrals you get. The more referrals you get, the bigger your customer base becomes. Eventually, you earn a business with steady revenue.

And with steady revenue, you will be able to invest more in your business, which will lead to steady growth. And this is why knowing your customers is so important.

Moreover, you can use your helpdesk software to gain insights to innovate and new product and make decisions that will have a positive impact on your revenue. In today’s fast-paced world, product innovation is of utmost importance. But E-Commerce many businesses make a terrible mistake when they innovate their products based on their own liking and preferences. Things will be a lot better if businesses can innovate their products based on customer feedback. After all, as a business owner, one of the most important things is to hear your customers out.

Fortunately, with Exabytes helpdesk software, all these can be achieved in the simplest and most efficient way possible.

Bonus for E-Commerce Business Owner

Try out Exabytes Helpdesk Today! Get 21-day Free Trial on Helpdesk Software Now!

Exabytes Helpdesk Software Free Trial

 

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