Statistics show us how important good customer service is, among others, the company Microsoft, informs us that, globally, 90% of customers recognize that this service is "important or very important" to choose a particular brand, and even 80% of them compare its importance with that of the quality of the product. Moreover, 96% of consumers recognize that it is a fundamental factor in whether or not they are loyal to a brand, so we have to take care of our customer service in detail to achieve customer loyalty.
Therefore, taking care of the user experience is essential to grow as an eCommerce, so this week on Planet's blog, we talk about the importance of customer service, and we show you 3 tools that can help you improve this function in your eCommerce.
1. Zendesk: A Comprehensive Support Solution
Zendesk is one of the best-known customer service tools, as it is used by well-known brands such as Netflix and Vodafone. It provides businesses with a centralized control panel to manage customer interactions seamlessly across multiple channels.
This tool includes numerous functionalities, including the creation and management of customer tickets from a centralized control panel, real-time messaging and chat from the website, reports and analysis, and a personalized knowledge database, so that customers can easily access the information they want.
It also highlights that Zendesk integrates the different channels from which the customer can contact you (social networks, email, phone, website, etc.) to facilitate the conversation with your users, and allow you to easily respond to messages from multiple channels.
2. Service Cloud by Salesforce: Intelligent Customer Support
Salesforce is a company that specializes in small and medium-sized companies, which helps you manage your business operations in a "smart and flexible" way. Specifically, Salesforce's customer service software is called Service Cloud and includes case management, knowledge base, ticket generation, queue management, and customer access, among other functionalities.
This tool is notable because it offers the possibility of being used from any device, so you can contact your customers from your computer, phone, or tablet.
On the other hand, it allows you to organize the requests received from your users, to answer them according to the order of relevance assigned.
By leveraging Service Cloud's AI-driven insights, businesses can offer proactive support, anticipate customer needs, and resolve issues more effectively.
3. Chatra: Real-Time Customer Engagement
Chatra is one of the most important tools that you should know to improve your customer service, it is an easy to use software, that is installed by inserting the code provided by the tool on your website, and that allows your customers to contact through a chat immediately, or through messages, in case we are not connected at that time. In this way, your customer will be able to consult their doubts in a simple and effective way.
It also has other features, such as the possibility of designing a Bot that collects customer contact data, contacts customers manually, checks visitors to your eCommerce in real-time, etc.
Chatra is an excellent cost-effective solution for businesses looking to improve customer engagement, reduce response times, and boost conversions.
Providing exceptional customer service is more than just responding to queries, it’s about building trust, ensuring customer satisfaction, and fostering long-term relationships.
If customer experience hasn’t been a priority in your eCommerce strategy, now is the time to shift your focus. By integrating Zendesk, Service Cloud, and Chatra, you can streamline support processes, enhance user experience, and ultimately drive more sales.
Want to optimize even further? Check out our article on Tools to Recover Abandoned Carts to improve conversion rates and maximize revenue!