Customer Service Software? For your e-commerce business, Zendesk helps you!

Do you know how long it takes a Customer Service agent to respond to the same message a user sends to email, chat, and Social to contact your ecommerce business?

Too much. These repetitive activities steal time from other requests. Now thanks to Zendesk you can monitor and manage all your Channel communications from one platform.

Customers are a priority in every company's life, all the more so at times when demands increase-think about the promotion period or unplanned emergencies like Covid-19, where you have to guarantee certain standards anyway.

Supermarkets right now are disposing of so many service tickets, which are multiplying by the hour like purchases delivered to the doorstep of every home. Large retailers' e-commerce, like those of pharmacies, have been completely taken by storm!

Zendesk can help manage all this, how?

By optimizing internalresources and properly organizing all customer communications.

"I've been shopping but haven't received anything yet," "Can I pay with Pay Pal?" "When will the home delivery time slot become available again," "No one has answered me, who should I contact? I'm trying to call you!"

Zendesk allows you to group and manage from its omnichannel cloud platform all customer interactions via phone, chat, email, social media. This allows you to track and resolve service reports in a timely, transparent, and effective manner!

3 tips for managing your ecommerce customer support at its best

The watchword is automate! Automate the requests you can anticipate and dedicate yourself to solving the most complex problems.

The best teams invest time and money on their agents, in terms of tools and training. Larger companies invest more in agent training, and better-performing companies in automation and triggers for Zendesk products.

power2Cloud is a Zendesk partner in Italy and can help you implement and use this customer management platform in no time.

Give your customers what they want the way they want it!

To better manage your ecommerce, whether it's a supermarket or other goods and services, here are three useful tips:

1. Offer omnichannel support. Administer everything from one platform and measure how your customers use each channel (Phone, chat, social media, App, SMS). Maybe your customers prefer to receive support via chat, but offer communications on social media.
2. Personalize support and marketing. All activities, from browsing to purchase take place online, so you can track them. When a customer reaches support, the support agent, thanks to Zendesk, already has access to their information, including purchase history. This will make the customer experience more satisfying.
3. Offer self-service resources. Reduce the need for repeat support tickets by anticipating problems. Many Customers prefer to seek answers quickly, on their own. Include in your ecommerce a session intended for FAQs with frequently asked questions. Also remember that artificial intelligence (AI) guarantees you a leap forward.

What do customers want from your customer service?

• Customers want to communicate with businesses on the same channels they use to converse with friends and family.
• They want quick and efficient responses. 28% of people expect a chat response within 5 minutes, which is why service channels must be coordinated to be effective.
• Customers want continuous communication without having to explain the problem again.
• Consumers are willing to seek self-service answers if they can solve them quickly.