Navigating eCommerce Challenges With Effective Help Desk Solutions

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"A satisfied customer is the best business strategy of all" - Michael LeBoeuf.

These lines from Michael rings true, especially for an eCommerce business, as they don't have a physical location where customers can go and fret over their service experience. As customers can connect only through emails, chats, over the phone, or social media sites, managing every customer query gets messy!

What's worse is that today's digital customer requires instant responses to all their queries and service-related issues. 90% of customers expect companies to solve their issues in a single conversation. 

That's where a help desk software swoops in. 

Let's first understand what a help desk solution is. 

What is an eCommerce help desk solution?

An eCommerce support help desk software is a centralized customer support solution helping eCommerce businesses manage and efficiently respond to customer questions and complaints and handle issues across multiple communication channels

What is an eCommerce help desk solution

It's a solution that helps your brand with things like:

  • Empower customers reach your support team quickly
  • Provide support agents a centralized place to manage incoming tickets
  • Self-service workflows for returns and tracking orders
  • Assign tickets based on agents' current workload
  • Notify customers and agents about the changes happening in the ticket

When implemented correctly, an eCommerce help desk can become a profit center for your 

business. 

How do desk solutions help overcome eCommerce challenges?

Apart from providing a seamless customer experience, help desk solutions solve many critical eCommerce challenges, including:

Challenge #1: Inefficient customer support management

Did you know 86% of customers leave a brand they trusted after two poor customer experiences? While this experience rarely stems from intent, it often comes from poor customer support. 

Nobody, including you, would want to repeat your issue to two or three support agents. Interactions and frustrations like these damage your eCommerce reputation over time. 

With a help desk solution, this challenge becomes easier to overcome. As the solution houses everything in a centralized hub, any support agent can tap into the information and ensure the same level of expertise. 

This reduces human errors and ensures everyone's on the same page. 

Challenge#2: Decreased productivity of support agents

Upon receiving a flood of customer service requests, support agents have to organize and prioritize complaints before addressing them. Manual and mundane activities like these can consume a good chunk of their time - resulting in slow resolution of customer queries and decreased productivity. 

Employing help desk software empowers support agents to do more with less. From automating routine tasks to sorting tickets and using workflows for executing events, your agents focus on delivering exceptional customer service.

Challenge #3: Slow response and resolution rates

75% of customers expect companies to respond to calls, chats, and emails within five minutes. Surprise? (Remember the instant gratification). However, the average time to respond to a customer service request is 12 hours and 10 minutes - leading to a huge, huge service gap. 

With help desk software, you can do far better than this. From providing canned responses to setting deadlines for ticket response and resolution, these solutions help you provide quality support - something digital customers crave. 

Challenge #4 Absence of data-driven insights

How do customers feel about your support? What are the most pressing customer pain points and bottlenecks? How is the performance of your helpdesk? What are the average resolution time and service-level agreement (SLA) metrics?

Absence of data-driven insights

So, now that you have the necessary information, are you going to punch in your customer-service-related numbers in Excel to get answers to these questions? Most help desk software provides analytics services, providing your business with insightful data apart from storing your data in one central place.

Crunching numbers and information becomes much faster in these tools than in Excel or any other tool. 

If you’re sick of making service-related decisions in the dark or spending hours crunching numbers on Excel, a help desk surely helps!

Challenge #5 Inaccurate record keeping

Collecting valuable customer-related data points is like running down a slope chasing a handful of marbles. Every time you try to catch one, the other moves farther away. If your eCommerce offers multi-channel support, your agents try to chase down these marbles that are impossible to collect.

While a spreadsheet can come to your rescue, before you realize it, the entire process becomes overwhelming. Your support agents start losing customer requests, seek information from other team members, and have no idea about any large-scale issue persisting. 

That’s where help desk software comes in. It puts all your marbles in a nice little box, where all support agents get access to information required for delivering exceptional services and ensuring accurate record keeping.

Challenge #6 Limited customer self-help resources

Deflecting your customer issues by providing frequently-asked questions (FAQs) is probably not the right way to deal with customer complaints, though it's a great starting point. 

With 88% of customers wanting a brand to have online self-service support, start empowering your customers to resolve their issues without the support of an agent. 

When customers solve their problems independently, it helps your brand deliver exceptional and seamless service.

Limited customer self-help resources

For instance, Amazon allows customers to process their returns and subscribe and save products. While all of us are accustomed to this service, it's the help desk solution that facilitates these self-service features. 

Apart from reducing the number of tickets, these solutions ensure you no longer deflect any customer inquiry or complaint.

Challenge#7 Vulnerability of customer data

For every business, whether eCommerce or technology, a data leak is catastrophic to their reputation and brand value. 

When you offer multi-channel support, data gets stored in numerous places, allowing hackers to exploit information. Apart from helping you analyze data, these solutions ensure robust security measures to protect your data from hackers. 

Most of these software come with SSL certificates, provide identity and access management, and ensure IP and network restrictions. This restricts login access outside of work and creates secure access, allowing support agents to login from anywhere. 

Best eCommerce help desk software

If, after reading the information above, you realize the importance of help desk software in overcoming potential challenges, it’s time to embrace one. Here are some software that can bring a landmark change in how you operate and provide customer service:

1. Freshdesk

Freshdesk is a multi–channel help desk software that provides instant, customized assistance through email, chats, phone and social media platforms. It automates workflows, manages SLA and offers several self-service options.

Freshdesk

What differentiates Freshdesk is its AI-powered chatbots and predictive support capabilities, making it a leading choice for small and large eCommerce businesses. 

2. Zendesk

In one seamless package, Zendesk offers superior customer service across different channels. Zendesk enables communication across various channels, including social messaging applications and email. 

Zendesk

From embedding live chat features in the storefront to prioritizing tickets according to urgency level, Zendesk is the one-stop solution for all your eCommerce-related customer support needs. 

3. Zoho Desk

Zoho Desk combines the power of live chat, SMS, social media, phone, and email under one roof. 

Interestingly, the software assigns agents based on their team or department and route calls based on agents the customer prefers interacting with. 

Zohodesk

Some features of Zoho Desk cost more than competitors, and you have limited access to their support team if you’re not using their premium plan. 

It integrates with more than 200 third-party apps and 45 native apps, making it an excellent help desk software.

4. eDesk

Another popular eCommerce support desk software is eDesk, which lowers your support costs and increases your sales. eDesk seamlessly integrates with all your sales and messaging channels like marketplaces, email, social, and websites. 

eDesk

Clients using eDesk reported a 38% decrease in response time, making it a leading software for overcoming customer support-related challenges.

Are you ready to grow your eCommerce business?

Your help desk software is a powerful lever for business growth and improving customer experience. The decision to bring such software on board can transform your business. 

It’s imperative to pick the right software to lock in a winning customer experience that opens doors to new and repeat business.

Be sure to have a demo or free trial option before selecting one, as nothing can be substituted for first-hand experience.

Finding the right software helps you streamline your eCommerce customer support operation.

So, it’s probably time to embrace a support desk solution and see your eCommerce business reach new heights.

About the author 

Peter Keszegh

Most people write this part in the third person but I won't. You're at the right place if you want to start or grow your online business. When I'm not busy scaling up my own or other people' businesses, you'll find me trying out new things and discovering new places. Connect with me on Facebook, just let me know how I can help.

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