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9 tools to help you scale your eCommerce customer service

When shoppers enter a brick and mortar store, they’re (hopefully) greeted by pleasant store employees who can offer assistance while they browse. With eCommerce, the face-to-face opportunities aren’t there, but that doesn’t mean online businesses can skimp on customer service. It’s especially important to deliver the best possible buyer experience in eCommerce.

Finding the right tools to help you launch, manage, and scale your eCommerce customer service team can seem like an overwhelming process. Fortunately, these tools can help your customer experience team best support your shoppers, improve your reviews, and even help boost referrals and overall sales.

1) Zendesk

Zendesk is almost synonymous with online customer service these days. It’s used by some of the biggest tech names out there, including Uber and Shopify, and provides a complete customer service solution for every step of the customer journey.

Zendesk includes:

  • A ticketing system that allows you to manage customer tickets from a single dashboard
  • A live chat application you can install on the website, enabling better customer feedback and the opportunity to connect at critical times during the customer journey
  • Ability to call both from landlines and mobile, as well as text messaging capabilities

Through Zendesk, you can also create your own custom knowledge base to make it easier for customers to find the information they’re looking for and provides its own CRM. Its analytics and reporting features are robust and easy-to-use.

Tip: Integrate Facebook Messenger with your Zendesk service to automate ticket generation that can be tracked

2) Hubspot Service Hub

You might be familiar with Hubspot as a marketing tool or resource, but their Service Hub is a one-stop solution for customer support software.

Some of its more important features include:

  • A team inbox where all team members can collaborate and be aware of what’s going on at all times
  • Automated ticketing that turns all emails into tickets that can be responded to via templates or canned responses
  • Chatbot support to address routine customer queries
  • Customer data collection and feedback to help you continuously improve responses and future campaigns

Tip: Service Hub integrates with all other Hubspot software to give you an entire field of important customer data from a single dashboard.

3) Freshdesk

Like Zendesk, Freshdesk is a popular and well-known customer service software.

Some of its most notable features include:

  • A ticketing system that allows you to integrate multiple channels including social media, email, website queries, texts and calls
  • Access to all customer inquiries from a single space
  • Ability to create your own knowledge bank
  • Reporting

Tip: Freshdesk is an incredibly robust tool that offers both a free, basic subscription and a paid version with a wide variety of features. Depending on the size of your business, you may only need to use the free version, so be sure to consider your needs before you buy.

4) LiveChat

LiveChat is a useful live chat tool that can be installed on your website. Chances are, you’ve seen the little chat bubble that appears in the bottom corner of many websites to give visitors access to the customer service team. The ease of use for customers is excellent, but it’s worth noting that the customer service side of the chat is equally easy to use and understand meaning limited training is required.

Your customer service team can create unique profiles for each chat to provide a personalized experience for your customers.

Tip: You’ll be able to track chats to see which lead to sales so you can learn from the messaging used to perfect pitches and your sales approach.

5) LiveAgent

LiveAgent is built for smaller teams but don’t let that fool you: it provides all the big features you’d expect from the larger players on the market. It offers a team inbox, live chat feature, and integrated call options.

What makes LiveAgent so different from other Customer Service tools is the gamification approach it brings to your team. Agents can earn points and rewards for completing tasks, feeling like they’re on a quest rather than picking off tickets at work. You can opt for team rankings, as well, and choose how to reward your most successful team members.

Tip: Make customer support seem fun for your team to help foster employee satisfaction, which translates to a better customer experience.

6) SurveyMonkey

If you think customer service ends at closing the sale, you’re missing an incredible opportunity to support your campaign and business success.

SurveyMonkey offers well-designed survey templates that allow you to gauge how your leads and customers feel about your business. But you don’t have to use templates – you can customize and design your own to meet your needs.

With great analytics features that provide access to loads of customer information, SurveyMonkey can help guide your future decisions to help you improve your business.

Tip: SurveyMonkey is easily shared via email or social media and provides analytics reports to help you understand large volumes of data with ease.

7) Acquire

Acquire is another live chat tool with a twist: it allows screen sharing between your customer service team and your customers in real time, without forcing customers to download a piece of software for the purpose. Cool, right?

This feature cuts down on communication time to support a more streamlined solution to ultimately boost customer satisfaction. Audi and Samsung are just two of the well-known businesses who trust Acquire for online support.

Tip: Transparency on both sides of the chat fosters customer trust, so take advantage of those screenshares.

8) Salesforce Service Cloud

Powered by AI, the Salesforce Service Cloud is a popular pick for customer support tools thanks to its wide range of features, including:

  • Detailed customer analytics to help you improve customer experience based on relevant, real-world data
  • Ability to make calls to a phone number from the tool itself and access specific customer data before the call begins
  • Multi-channel support to give customers freedom to choose their preferred method of contact
  • Access to all of your tickets from a single space

Tip: This desk software can connect with a number of other tools as you need it to.

9) Referral Candy

If you’re looking for the solution to building brand ambassadors through your customer service, consider Referral Candy. Your customers will receive a custom link they can share with friends, family, or followers in exchange for whatever reward you want to offer them, from discounts to access to limited deals and beyond.

Tip: Transform your happy customers into brand ambassadors through easy-to-use technology

At the end of the day, choosing the right customer service tool(s) for your business comes down to what your overall business goals are. It’s important to remember that you don’t have to choose just one, and most of these tools offer a “try before you buy” option so you can test the waters with no commitment to allow your team to find the right fit for them, and for your customers.

The right tool – or combination of tools – will help you increase customer lifetime value, boost overall sales, and grow your customer base.

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