Customer Support for eCommerce
Case management redefined through ecommerce customer support
Most online stores don’t consider anything beyond traditional email or phone support because they think they will lose the personal touch with their customer. Nothing could be further from the truth. Helprace ecommerce customer support makes your agents receptive to customer feedback and engages your team at the same time. For example, a refund issue can be escalated to include the department manager, sales manager and service rep. The same service rep can also create a ticket based on a customer’s concern regarding an item defect.
The Helprace support system features many other options to improve workflows and make ticket resolution a breeze. There are various case rules such as triggers, automations, SLAs and more. Ticket tags and filters ensure that nothing falls through the cracks and everything is accounted for. Unlike email, for example, your cases are kept accounted for and every sale marked completed.
Self-service as part of your ecommerce customer support solution
Not only that, ecommerce customer support software from Helprace gives your customers a chance to help themselves before a concern starts bothering them enough to contact your support line. If you want to run an online store full of happy campers, look no further than Helprace’s ecommerce customer support solution. The Helprace self-service system includes a knowledge base and feedback community.
Why bother with a feedback community anyway, you may ask? There's a simple enough reason: your customers are given a platform to participate in conversations. If they have questions, they will ask them if they have ideas or complaints to share, you can address and categorize them, too. Now you can share this in other correspondence, through your social media channels and more. Before long, Google will start picking it up. Meaning, a query that sounds like a questions asked in your portal has a chance of attracting a user base to your portal and ultimately your ecommerce store. The best part is this type of marketing involves no money spent on advertising or SEO techniques.
All in one stylish ecommerce customer support package from Helprace
The best thing about Helprace is, just like your ecommerce store, it never sleeps. Since Helprace is backed up by the cloud, it's always on and willing to accept any request thrown its way, even during the busiest of the holiday seasons. There's also no reason to worry about maintenance and updates since Helprace works quietly behind the scenes so that you can focus on providing great support.
Start enjoying all the features you’ve been dreaming of in your ecommerce customer support solution that will have customers running back to you (after telling their friends) – all without breaking the bank. If you want to find more about Helprace ecommerce customer support suite, take a look at our tour. You may even decide to check out the demo version of Helprace ecommerce customer support software.