Why we are Best Customer Support Provider Agency ?

Title: Elevate Customer Satisfaction with ShazzyServices: Your Trusted Customer Support Partner

Introduction:

In the ever-evolving landscape of business, providing exceptional customer support is no longer a luxury but a necessity. At ShazzyServices, we understand the pivotal role customer satisfaction plays in the success of any enterprise. As a premier customer support provider agency, we are dedicated to elevating your customer experience and helping your business thrive.

Why Choose ShazzyServices for customer support ?

1. Seamless Multichannel Support
In today’s digital age, customers interact through various channels. ShazzyServices offers seamless multichannel support, ensuring a consistent and positive experience across email, chat, phone, and social media.

2. 24/7 Availability:
Customers don’t adhere to a 9-to-5 schedule, and neither do we. Our round-the-clock support ensures that your customers receive assistance whenever they need it, fostering trust and loyalty.

3. Trained and Empathetic Professionals:
Our dedicated team of customer support professionals undergoes rigorous training to handle diverse customer queries with empathy and efficiency. We believe in representing your brand with the utmost professionalism.

4. Customized Solutions:
Recognizing that every business is unique, ShazzyServices tailors its customer support solutions to meet your specific needs. Whether you require technical support, order assistance, or general inquiries, we’ve got you covered.

The Impact of Quality Customer Support on Your Business:

Exceptional customer support goes beyond addressing immediate concerns; it can significantly impact your business’s bottom line. Studies show that businesses with high-quality customer support experience increased customer retention rates and positive word-of-mouth referrals.

What Sets ShazzyServices Apart?

At ShazzyServices, our commitment to excellence sets us apart in the customer support industry. We leverage cutting-edge technology, industry best practices, and a customer-centric approach to ensure that your clients receive the support they deserve.

Client Success Stories:

Our success is measured by the success of our clients. Read about how ShazzyServices has transformed customer support for businesses across industries, leading to improved customer satisfaction and business growth.

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Get Started with ShazzyServices Today:

Elevate your customer support game with ShazzyServices. Contact us today to discuss your unique requirements and let us tailor a customer support solution that propels your business to new heights.Contact

Conclusion:

ShazzyServices is not just a customer support provider agency; we are your dedicated partner in ensuring unparalleled customer satisfaction. Trust us to handle your customer support needs while you focus on what you do best – growing your business.

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Why Customer service is the backbone of your E-commerce business

As a result, online shopping is growing at breakneck speed. In 2019, there were 800 million digital buyers around the world This figure is projected to grow to 282.7 million online buyers by 2024.

That said, there’s no longer a product or category that doesn’t belong online, and online marketplaces are witnessing record-breaking numbers. For example, every month, over 206 million people around the world visit Amazon.

All these numbers illustrate how the battle for consumer attention has moved online. The question is, what can businesses do to be more competitive?

The short answer is ecommerce customer service.

What is ecommerce customer service?

Ecommerce customer service is how online businesses provide assistance to customers with everything from making online purchase decisions to resolving issues — all while creating a seamless customer experience across channels and platforms.

In this digital-first world, ecommerce customer service is not simply nice to have, but rather a prerequisite for success. Data from Microsoft shows that for 95% of consumers, customer service is important for brand loyalty.

However, it’s not enough to say that you have customer service. Bad customer service is worse than none at all. There is a significant discrepancy in the perceptions of companies and buyers when it comes to the quality of service, as 80% of businesses believe they provide excellent customer service, but only 8% of customers agree.

Today’s customers have sky-high expectations. Even though fewer customers may be experiencing problems, more customers are inclined to complain about customer service problems than ever before.

The good news is that Millennials are ready to pay 21% more to do business with companies who excel at customer service.

7 ecommerce customer service best practices

Companies must adapt to the changing buyer landscape. Being at the forefront of a business, the customer service team plays a key role in building relationships and trust with customers. That’s why creating stellar customer service can be a game changer for your business.

Here are seven ways you can step up your ecommerce customer service game.

1. Get organized

One of the essential aspects of a successful customer service department is organization.

You might have an efficient process and a highly motivated team, but without organization, things will likely fall apart. Keeping track of customer conversations and equipping your team with tools that help them collaborate keeps everyone on the same page (so nothing slips through the cracks).

Using a shared inboxsaved replies for repeated questions, and collision detection will empower your customer service team to solve customers’ requests in an organized, efficient manner.

2. Meet customers on their terms

In ecommerce, one size fits none. Customers expect a personalized approach that makes them feel special. Businesses today have to interact with their consumers to get to know them better and form meaningful, ongoing relationships.

Embracing “Me-commerce” means meeting a customer’s ever-changing and increasingly demanding expectations and habits. While there are customers who still want to call to talk to a customer service representative, others are interested in live chat or email, while some simply want to send you a tweet.

According to Forrester, 31% of customers report reaching out to a company via Twitter, 33% have contacted a company using Facebook, and 45% have used online chat.

Juggling devices to complete tasks has become our reality. Data from Microsoft shows that 66% of consumers have used at least three different communication channels to contact customer service. Therefore it’s no surprise that more than half of companies report their most critical customer experience issue is “providing a seamless experience across multiple channels.”

That said, you need to serve customers via their preferred communication channel. Setting a cohesive multi-channel customer service strategy is crucial if you want to meet and exceed customers’ expectations.

3. Enable self-service

One of the most underrated tactics of good ecommerce customer service is self-service. Over 60% of U.S. consumers prefer automated self-service, such as through a website or mobile app, for simple customer service tasks.

What’s more, 77% of consumers have used a self-service support portal. According to Forrester, among all self-service channels, customers prefer knowledge bases the most. With a knowledge base, you can create and publish answers for customers and reduce your customer support volume by at least 20%.

Customers unconsciously look for the line of least resistance, so if something is too complicated, they will likely quit.

Antonio King, the director of experience at Shinesty, has built this principle into every piece of the Shinesty customer service strategy. Through measuring customer effort alongside customer lifetime value, King has been able to showcase the impact of great customer service on their bottom line.

“We’ve focused on customer effort rather than customer satisfaction, as a low effort experience is a much bigger indication of customer loyalty,” King said. “Being able to associate customer retention directly with customer support has been an eye-opening move for everyone in our organization to the extent of identifying ways, across the org, to continue to minimize the customer’s effort.”

Using a live chat tool like Help Scout’s Beacon, which is designed to surface instant answers, can help companies keep up with demand during high-volume stretches or when customers look for quick answers. When you’re preparing for busy sales seasons, anything that helps customers find their own answers will improve your.

. Stand out from the crowd using personalization

Unlike situations when customers just want quick answers to basic questions, there are times when they are looking for a personalized approach and expert advice.

Rachel Thaw, customer experience and logistics manager at Andie Swim, knows that ecommerce customer service is more than just tracking packages and processing refunds. To provide the best experience, agents need to offer guidance to help customers make the right purchases for them.

“Oftentimes our customers look to us to be experts when it comes to swimwear, fit, and all things Andie. And we are! At Andie Swim, I can tell women who love playing volleyball in swimwear what style works best for me when I’m running on the beach,” Thaw said. “We’re all more alike than not in most cases, and putting that front and center always leads to a memorable (i.e., reputation-building) customer service experience.”

According to Accenture, 33% of customers who abandoned a business relationship did so because personalization was lacking. Consumers in general expect a personalized approach, and a report by Segment found that 71% of respondents are frustrated by impersonal experiences.

Introducing a personalized, knowledgeable service is what sets leaders apart from other online businesses.

5. Harness the power of customer reviews

Today’s customers are more empowered than ever to make informed decisions. They want to be heard, and they want to hear other customers’ opinions about products and services. Besides the fact that reviews are among major purchase decision factors, they’re also a great source of ideas for customer experience improvement.

Brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback. What’s more, 52% of people around the globe believe that companies need to take action on feedback provided by their customers.

Laura Marciano, Head of Customer Experience at The DB Method, says that implementing Yotpo for customer reviews had the biggest impact on their growth. Not only are customer reviews powerful social proof, but they also provide the customer service team with more insight into the customer journey.

Marciano explains that The DB Method’s negative reviews are a huge source of learning:

“Implementing Yotpo has influenced many of our shipping flows and customer experiences. For example, one of our customers was unhappy with the notifications during the order process (i.e., they didn’t realize their package was going to be delivered, didn’t have tracking, etc). Because of this feedback, we changed our email provider, which totally improved the overall experience for customers who are waiting on their shipment.”

6. Improve your response time

Ecommerce is all about speed and convenience. Customers who choose to shop online are expecting a fast reaction and prompt answers. According to Statista, 12% of Americans rate their number one frustration with customer service as “lack of speed.”

Allowing customers to reach your customer service team using different channels is not enough. The key to a well-performing team is the balance between speed and convenience.

When you’re able to serve customers with a consistent level of quality in a short period of time across different channels, you’re on the path to providing a fully functional, multichannel customer service strategy.

7. Measure, optimize, repeat

No customer service approach is set in stone. Companies have to be proactive in solving customers’ problems while constantly improving processes based on data.

Evaluating your team’s volume by channel, tracking busiest hours, and following trending topics among your customers are just some of the things that you can refine by measuring and optimizing results.

Having a process in place to track performance will serve as a foundation for making future decisions, which is the first step toward successful customer service.

Customer service is the backbone of your ecommerce business

As customers’ expectations for the ideal online shopping experience increase, customer service becomes essential to thrive in a competitive ecommerce landscape.

Reinventing the online buying journey and incorporating some of these highly efficient customer service best practices will pay dividends across multiple parameters. It’ll help you retain customers and grow their lifetime value while also acquiring new customers, which is crucial in any industry.

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Customer Service vs Customer Support: What’s the Difference (And What Matters Most to Your Customers)?

For some stand-out companies like Rackspace and Amex, customer service becomes a product of its own, drawing in new customers who want to support the company simply because of how they treat their clientele.

An increasing number of entrepreneurs recognize customer satisfaction and success as a road that ultimately leads to business success.

Though customer service and customer support are on the same spectrum and often used interchangeably, the two terms are quite different when anticipating customers’ needs

Let us explain the differences while showing you how they can create a seamless customer experience and build positive customer relationships – to grow by leaps and bounds and reach highly sought-after success. 

What is customer service?

Customer service is about supporting a customer’s more generalized, non-technical concerns, ranging from finding a product, billing, upgrading, or even a refund. Ultimately, the focus of a company’s customer service department is to assist customers through their buying lifecycle, ensure customer care and satisfaction are at the forefront. 

That might sound like customer support, but it’s not.

Here’s why.

What is customer support?

Customer support is a more narrowly defined aspect of the customer experience and handling technical problems.  Customer support agents typically have deeper technical know-how.

However, customer support can even be automated by bots attempting to help customers in today’s modern age. Whether you use people or bots, the goal of customer support is to offer technical support to help solve customers’ issues.

Customer service vs customer support: How do they compare?

Customer support and customer service have similar goals, and that’s where much of the confusion lies. However, the main difference between customer support and customer service is that customer support is reactive, while customer service is proactive.

Because of this, the type of person required to work in customer service and customer support also differs. 

As you can read from the table below, customer service agents will require different soft skills and use essential software to complete their roles. Customer support reps will need more problem-solving skills combined with knowledge of more technical software solutions.

A breakdown of customer service vs customer support

Let’s take a look at several differences between customer service and customer support.

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Why customer service is important to growing your business

If you’re serious about building a thriving ecommerce business, you’ll have to dedicate time and attention to customer service.

After all, customer service teams interact with customers over helpdesk tools or email every day. They’re on the front lines, representing your brand, fixing problems, and building positive relationships. 

When customer service is prioritized, companies enjoy a ton of benefits: more loyal customers, more positive reviews, and more revenue. That’s why focusing on customer service is so important. 

Providing customer support can take up a lot of time and energy, which is why traditional customer service is often seen as a cost center. Company leaders know they need to provide service, but they see this as a “cost of doing business” rather than an opportunity to delight customers, make connections, and ultimately increase revenue.

Customer service is not just a cost of doing a business. It’s an important part of the overall customer experience. In fact, it can make or break your online store. 

Need more proof? Today, we’re sharing 10 reasons why customer service is so important. 

Why Is Customer Service Important?

Investing in customer service is important because it can help you create better relationships with your customers, which leads to happier customers who stay loyal and spread the word.

Exceptional customer service can do wonders for your reputation, separating you from competitors and putting you in a league of your own. 

Today’s customers not only want great service, but they’ve come to expect it. Don’t let them down!

Here’s why customer service is so important:

1. Great customer service is good for the bottom-line

Customer service is about much more than making customers feel good. It’s also incredibly good for your ecommerce company’s bottom-line. In fact…

84% of organizations working to improve customer service report an increase in revenue. Key word here is “working.” Improving customer service is an ongoing effort.

…Improving customer retention by 5% can result in a profit increase of 25%. Great customer service encourages customers to stick around, which means they’ll spend more money with you over time. That’s good news for your bottom-line.
…After a positive experience with a business, 50% of customers increase the amount of purchases they make with that brand.
67% of customers would pay more money for a better customer service experience.

2. Positive experiences encourage customers to share with others

Although there are online reviews readily at our disposal, consumers still continue to trust recommendations from friends and family members above all else. According to Nielsen, 83% of people across 60 countries trust recommendations from friends and family.

And, if you offer good customer service, you’ll be encouraging your customers to spread the word to the people that they know.

After all, a good customer service interaction does a lot more than solve a simple issue. It actually has the power to influence a customer’s readiness to recommend your company to others.

Yep, after a positive experience, 69% are likely to recommend the company to others that they know. 

3. Reviews increasingly matter to prospective customers

Today’s consumers want to have confidence when they make a purchase, so they usually read online reviews. These positive reviews increasingly matter to prospective customers. In fact, 91% of people read online reviews, and 84% trust reviews as much as recommendations from someone they know. 

But if you want your brand to have good reviews, you absolutely have to focus on creating a stellar customer service experience. Positive experiences with your support team will find their way into your reviews.

More concerning is what happens when your customer service team falls short. If someone has a negative experience, they’re highly likely to write about that experience in the form of an online review– and prospective customers are likely to see it. 

4. Great customer service reduces customer churn, keeping customers around

Reducing customer churn should be a primary goal for your ecommerce company. That is, you want to make sure that your customers do more than buy from you once– you want them to buy from you over and over again.

There are a number of ways you can reduce customer churn, but one of the best is to focus on providing excellent customer service. It turns out that 75% of people would return to a company because of excellent customer service. 

If you have poor customer service, it’s likely to have a negative impact on churn. After a bad customer service experience, 89% of consumers reported doing business with a competitor.

5. Company culture and employee happiness are correlated with good customer service

Believe it or not, employee happiness has a pretty direct link with customer happiness. According to research from Gallup, highly engaged employees achieve a 10% increase in customer ratings.

It’s a bit of a chicken and egg question: what comes first– happy employees or happy customers? But the answer is that they both come together. 

When you’re focused on making everyone in your business as happy as possible, that’s going to have a ripple effect for the overall culture of your company. 

Doubling down on the customer service experience can be good for both team members and customers. When team members can make a positive impact on the customers they serve, everyone is happy. 

6. Great customer service positively impacts overall business reputation

Some companies are just known for having great customer service. For example, Zappos has long been famous for providing stellar customer support, which has allowed them to compete with companies like Amazon.

When you offer great customer service, it’s going to have a positive impact on your overall reputation. Current customers will share their experiences with friends and family, and customers will write online reviews about how well they were served.

A great reputation is about more than looking good. A solid reputation leads to more customers. In fact, 55% of consumers become customers because of a brand’s reputation for great customer service.

7. Great customer service is a competitive advantage

The ecommerce space has never been riper with opportunity, but it’s also never been more competitive. When consumers have a sea of options, how are you going to stand out?

Of course, you need to have a solid and reputable product. But the customer service you offer can help you stand out from the competition. Way back in 1995, researchers began to see companies embracing customer service as a competitive strategy. If companies could treat customers better than the competition, then they’d enjoy the benefits.

In these cases, customer service goes beyond simply having your agents be nice when they answer the phone. It means crafting policies that make the customer feel taken care of throughout the buying process.

8. Customer service can be another marketing channel

When ecommerce teams provide exceptional customer service, they’re doing more than solving a simple issue. They’re also delighting their customers, making them truly happy and impressed.

When customers are impressed by what you do, they share those experiences on social media. One of the most common examples we see is from Chewy.com, an online retailer of pet supplies. Chewy regularly sends gifts and heartfelt cards to customers when the team learns that a beloved furry friend has passed away. 

9. Today’s customers have high expectations

The rise of the internet has redefined the bounds of customer service. More than ever before, customers can get support through a multitude of channels and at any time of day. Expectations have never been higher.

These days, 72% of consumers say they expect businesses to understand their needs and treat them as unique individuals. Additionally, 66% of customers said they would switch to a competitor if they felt they were being “treated like a number, not an individual.”

Indeed, these are high expectations to meet. But if the customer service you’re offering is middling, at best, then you’re going to have trouble getting customers to fall in love with your brand and its offerings. 

10.  Your customers are essential to your business’s longterm health

The whole point of customer service is to offer to support to your customers. These customers are the lifeblood of your business. Without them, you wouldn’t be a brand at all.

In a competitive marketplace, you need to provide customer service for your business’s longterm health. Just like walking every day can stave off a wide variety of illnesses, taking care of your customers now will pay dividends as your brand matures. 

The Importance of Customer Service: Qualities to Prioritize

Now that you understand why customer service is so important, let’s unpack the customer service qualities worth prioritizing. As you work to improve your customer service, focus on the following three areas:

  • Overall quality – High-quality customer service is about more than solving customer problems. It’s also about making sure your customers are happy with the experience. 
  • Speed & coverage – When can customers contact you and when they do, how long does it take you to respond? Good customer service is available as often as possible, and response times should be speedy (think less than a few hours!)
  • Channels – There are many forums in which you can provide customer service, from phone calls, to Twitter responses, to live chat. In order to provide exceptional customer service, you’ll need to define which channels will be used for support.

Exceptional Customer Service, More Essential Than Ever
As an ecommerce company, you have an incredible opportunity to build relationships with your customers, which will lead to a healthier business. Offering exceptional customer service is not only important– it’s essential.