The Most Commonly Googled Question for Ecommerce Businesses
If you manage the Google Search Console account for an ecommerce business, you’ve probably seen a question like this pop up in your search queries: How do I talk to a live person at [fill in your business name]?
Ecommerce customers want the convenience of being able to shop from the comfort of their homes but at the same time expect the human-to-human interaction they would get in-store when they have a question. Today’s customers expect to be able to get in touch with a business at any hour of the day. Not making your customer support team available 24/7 leaves your customers frustrated and at risk of leaving you for a competitor.
So, what’s a business owner to do? How can ecommerce companies afford to operate 24/7 customer service departments?
Smart Cost-Effective Ways to Increase Your Customer Support Hours
Outsourced Customer Support
For most US-based businesses, having a 24/7 in-house customer service department to manage all inbound inquiries across support channels is not feasible. It just ends up being too costly. Outsourcing all or part of your customer support to a company that specializes in live chat support is a smart way to achieve the same level of coverage at a fraction of the cost.
With 24/7 dedicated live chat support representatives, your customers won’t have to google how to get a hold of you anymore. They’ll be able to get quick answers to their questions, fast resolution to their problems, and you’ll be increasing customer satisfaction and sales while you sleep.
Technology & Automation
Investing in a powerful ecommerce chat tool that’s integrated with your order management system will allow you to scale your customer support operations considerably for a fairly low cost. These tools can be pretty impressive when properly configured and are capable of automating responses to some of your most frequently asked questions. Queries like “where is my order?” can trigger a response that includes the order tracking information so your customer can see where their order is at any time.
Be careful not to automate too many of your responses or provide a generic unavailable response when you are offline – it can backfire and cause your customers to feel less than important which is not what you’re trying to communicate. A hybrid approach is typically the best solution whether you are managing the tool in-house or using a customer service outsourcing solution.
How will you scale your customer support in 2022?
That’s why we started AxL, to help ecommerce businesses scale without the overhead. We hire, train, & manage top-tier talent for you. Unlike other BPOs, AxL has end-to-end ecommerce experience and truly understands the needs of businesses like yours. Contact us today to learn more about how we can help you expand your customer support hours of operation.