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Customer support is a crucial part of any e-commerce business. However, entrepreneurs tend to focus on acquiring new customers and overlook this vital function, leading to financial loss.
The repercussions of poor customer support can negatively impact any business. But considering the many benefits of streamlined customer service, such as a boost in sales generation, Shopify stores in Phoenix would do well to facilitate efficient customer service. They can partner with BPO companies in Phoenix to provide better customer care.
Continue reading this article to learn how streamlined customer support for Phoenix-based Shopify businesses fuels success.
Benefits of Streamlined Customer Support for Shopify Businesses in Phoenix
Online shopping is becoming more common. Consumers used to only purchase online after seeing or trying a product in a brick-and-mortar store. Now, more people are shopping exclusively online. Since the global health crisis, 49% of consumers have significantly increased their online shopping habits. In Arizona, e-commerce is the second largest industry.
Customer expectations for online shopping have also changed. While perks such as vouchers and free deliveries were previously considered wow factors to attract customers, they are now considered must-haves in any e-commerce business.
The same goes for customer support; positive interactions with consumers who need assistance used to be a big selling point. Now, it is the bare minimum.
Today’s buyers also want to have the ability to reach an agent for help and support with a single touch of a button. Furthermore, they expect an immediate response. Not meeting these demands makes your business more likely to lose customers to competitors.
Streamlined customer support for Shopify businesses offers many advantages. Here are some of the most common benefits:
Increases Customer Lifetime Value
Excellent customer service makes shoppers feel appreciated and helps businesses create rapport and a deeper bond of trust. Hence, a simple buyer can become an ambassador for your brand. The customer becomes a loyal advocate who buys from your business repeatedly, fights for your image, and offers free advertising by recommending your brand to others.
Streamlined customer support for Shopify businesses in Phoenix leads to loyal customers. Consider outsourced customer service tips if you want to build stronger customer relations.
Acquiring new customers is also significantly more expensive than retaining existing ones. Hence, enhancing the lifetime value of your shoppers is more effective than trying to gain new clients through strategies such as flashy promotions or low sales prices.
Differentiates Your Company From Competitors
Streamlined customer support for Shopify differentiates your Phoenix-based e-commerce store from the competition. E-commerce is a big industry in Arizona, with a total revenue of $34.4 billion in 2022. Phoenix is also the region’s fifth-largest city and the fastest-growing. These prove just how cutthroat the local e-commerce landscape is.
Exceptional customer service has gone beyond simply offering basic support and assistance. Today, locating the root cause of an issue and solving it early on define customer care. This strategy makes customers feel more taken care of.
To ensure outstanding customer service, understanding buyers and their behaviors is crucial. You can do so by reviewing customer opinions on forums, checking threads on social media, conducting surveys, or utilizing brand monitoring solutions.
The time you invest in understanding customers and their problems helps you create better products, design more effective marketing techniques, and deliver better services that differentiate you from other e-commerce businesses.
E-commerce customer service outsourcing can also help by giving you access to analytics tools and third-party marketing experts to better understand your customers. Another valuable practice is to examine the most common reasons behind returns. You can create a form to track the causes. Doing so lets you create a database of feedback and action protocols that you can utilize to streamline your processes.
Improves Your Store’s Reputation and Adds Value to Service
Partnering with an offshoring provider in the Philippines can boost your customer support initiatives. For example, the third-party team can help you collect data about customer behavior and generate useful insights to determine trends.
Aligning customer service strategies with buyers’ consumption habits is an excellent way to show interest and value to your market. Your outsourcing partner can help you find the answer to the following questions:
- What attraction channels are most successful?
- What part of the sales funnel has the highest bounce rate?
- What device do shoppers use to buy from your store?
- What kind of shipment do most customers choose?
Having this kind of information allows you to:
- Use the fulfillment methods customers are most comfortable with.
- Speak in the language customers expect you to.
- Provide better customer support across different channels.
- Allocate more budget for the actions and marketing strategies that give you the most profit.
- Skip channels that are less profitable.
- Improve your approach to unsuccessful actions.
Automates Processes While Cutting Down Costs
The best way to handle issues is by preventing them from occurring in the first place. Streamlined customer support through automation helps reduce the number of incidents your Phoenix-based Shopify business encounters.
For example, being able to track packages is a minimum requirement in the online shopping industry. When a shopper makes an online purchase, they want to know where their orders are at specific times or how long it will take to arrive.
Gaining access to such information without needing to call customer support agents is a service highly valued by consumers. Quick and independent shipping updates are possible through automation. Business process outsourcing (BPO) can help. You need not wait for customers to ask for help or information; chatbots and third-party agents are proactive in messaging them.
Automated customer service also reduces customer support costs and speeds up issue resolution. It can offer 24/7 assistance and improve business performance. Lastly, you can use it to collect data and measure key performance indicators (KPIs).
Fuels Business Growth
The most significant benefit of streamlining customer support for your Shopify store is the growth opportunity it offers. Your internal processes run smoother when you have spot-on customer service quality. Customer satisfaction will also be higher, organically promoting business growth.
Moreover, strong customer relations allow you to test new ideas and products with less risk since you can utilize customer feedback and your buyer information database.
This data enables you to develop more robust strategies. For example, you can release new products for loyal customers only so you can check if they suit your market. Similarly, you can use negative feedback to inform your approach and improve your products and services.
Another excellent advantage of good customer service is that shoppers like sharing a positive customer experience through reviews and online ratings. Reviews and other word-of-mouth advertising can potentially boost conversion rates by 4.6%. They also improve search engine optimization (SEO) since reviewers naturally include valuable keywords in their ratings.
How Outsourced E-commerce Services Help Streamline Customer Support
Outsourcing e-commerce services can help refine customer service management by giving you access to the newest support technologies, such as platfirns and chartbots using artificial intelligence (AI). These tools can help you offer personalized assistance to shoppers, improving their overall experience with your store.
Another primary benefit of partnering with a BPO firm for e-commerce customer support is high-level customer interaction. BPO companies have expert professionals who can answer customer questions and promptly handle concerns. This third-party team helps guarantee that your buyers have a positive experience when interacting with your brand.
Customer-centric outsourcing can also help you improve client lifecycle management. Customer life cycle management is managing the different stages of customers’ journeys with your business, from acquisition to retention.
BPO teams also give you access to customer data analytics tools such as Google Analytics, Zendesk, and Salesforce. They let you gain insights into your customers’ preferences and behaviors, helping you design targeted customer service and marketing strategies.
The Bottom Line
Great customer service is no longer a differentiator that makes you stand out. Rather, it is necessary to ensure your rivals do not leave you behind.
Building a solid customer base in the Shopify market is challenging and may take longer than in brick-and-mortar stores. However, it is incredibly beneficial in the long run.
Giving customers an excellent online experience helps build brand loyalty, increase sales, and enhance customer retention. It also leads to fewer complaints or issues and improved satisfaction.
A BPO partner in Phoenix, such as Unity Communications, can help you streamline customer service for your Shopify business. Let’s connect to learn more!
