7 Steps to improve your customer support strategy

7 Steps to improve your customer support strategy

Customer support is an integral part of selling online. Small issues left unresolved can escalate and have serious consequences for your reputation and seller rating.

But customer support doesn’t have to be a labor-intensive process. Having a well defined strategy in place is the best way to manage your customer support successfully.

Here are seven ways to improve your strategy.

1. Smarter message management

Reduce average and first-response times by categorizing, assigning and prioritizing messages quickly. Have a defined process for handling each query type. Resolve issues faster by identifying potential escalations. If you can’t resolve the issue immediately, let the customer know how you plan to resolve their query and give them a resolution time frame.

Use labels to group your message history by topic, such as returns, shipping queries and product queries. Color code to prioritize them.

2. Customer-first communication

People want to learn about you and your brand values. They expect interaction with real people. The language your company uses should be consistent with promoting a personalized experience. Take every opportunity to show your personality and demonstrate the human side to your business. Customers gravitate towards authentic voices.

Translation tools help you manage support across international marketplaces by always responding in the customer’s language.

3. Get better feedback

The pressure is always on sellers to achieve a high feedback score. That means resolving problems faster and reducing negative feedback. If you anticipate problems with specific items email the customer with additional information and updates.

Most buyers don’t leave feedback. Try sending a post-purchase email request to increase the chance of getting feedback. Or go a step further. Use a smart feedback management tool like High5 and turn positive reviews into revenue.

4. Track activity across multiple channels

Managing multichannel support is a time-consuming task if you don’t use a service that centralizes support. Having to access multiple dashboards and login to multiple screens can cause significant delays and increase the potential for errors.

Make sure you understand which channels take up the most time, cause the most issues, and prioritize accordingly. Alternatively you can use a multichannel support tool to centralize your messages.

5. Align your resources

Your strategy must reflect expected periods of high and low activity. Understand the events that will impact your support capabilities, workflow management and staffing levels. Learn how to manage support effectively during busy periods and over holidays. It’s imperative to organize your business to avoid breaching SLAs.

A mobile support app will help you respond to customer messages anytime, anywhere.

6. Turn queries into sales

Responding quickly to customers is very powerful, it encourages buyers to act. It creates immediacy and affirms the buyer’s choices. When we resolve queries efficiently we demonstrate that the customer can trust us. Meaningful engagement sets us apart from competitors and has ‘value’ for our brand.

Add a customer contact pop-up to your web store to make it easy for buyers to ask questions.

7. Review internal procedures

Identify the queries that account for the highest percentage of your support activities. Classify the most time-consuming activities. Distil the most common processes into simpler steps. Free up staff and direct your resources in more meaningful activities, like resolving problem cases and ensuring your metrics stay on track.

Begin by carefully mapping all daily activities and recording processing times.

The solution

XSellco Fusion is the leading help desk support solution for multichannel sellers. Focus on the big picture by managing support from your marketplaces and website in one easy-to-use dashboard. Instantly measure your progress against marketplace SLAs and prioritizes messages to ensure you always reply on time.

Make your customers and staff happy and reduce support costs in the process.

Start a free 14-day Trial of XSellco Fusion.

Rupert Heather

Rupert brings his eCommerce knowledge to bear with expert opinion and analysis of the ever-changing world of online selling. In his spare time he thinks about product sourcing - really.

Comment ( 1 )
  1. mCommerce - the word that goes viral in 2016 - XSellco Blog
    January 22, 2016 at 6:06 pm

    […] We cover this topic in more detail in our blog 7 Steps to Improve your Customer Support Strategy. […]

Leave a reply