Everyone talks about driving more traffic to eCommerce stores, but if you nail your customer service process (especially pre-sale service), you can 2-3x your stores conversion rate. This happens because visitors are taken care of, their questions are answered, and they’re able to smoothly do business with you.
But here’s the tough part… As the business owner or manager, you’re the only one that can do it as great as it needs to be done, right? That’s WRONG (it’s a rhetorical question).
There are ways you can save a big chunk of cart abandons by looking at some trends in user behavior in Google Analytics and chat conversations. This will help you identify the top reasons why people abandon.
It is critical to hire awesome people especially if they are client-facing. As a business owner, you want to make sure that your brand is represented well. This could be tough but if you have a very good process, this will help you hire the right people.
Businesses definitely want to track every sale they make. This will help determine what campaigns are bringing revenue. There are instances though that sales are closed on the phone which might get a little tricky to track. In this post, you’ll learn how to do this and make sure you track all phone sales in Google Analytics.
There are different opinions on using in-house or outsourced customer service. Businesses might have doubts about the quality of service and lack of control. Both models should be beneficial for business as long as it’s structured the right way.
Did you miss the Future of Ecommerce Global 2020 event by EcommerceTech? We’ve got you covered. Here’s a replay of HelpFlow’s segment during the event.
Most stores think of live chat as a customer service cost center, but it can be as a massive conversion driver to recover a big chunk of checkout abandons and drive even more conversions earlier in the purchase flow.
In this talk, Jon Tucker, CEO of HelpFlow, shared the strategies HelpFlow has used to drive nearly $100M in live chat revenue for a wide range of stores:
-How to predict checkout abandons and engage directly in the checkout flow.
-How to integrate live chat into cart abandonment emails to supercharge results.
-How to identify highly engaged prospects prior to checkout, and convert them.
Watch the video and walk away with actionable insights you can implement quickly to maximize conversions with live chat.
One of the reason why sales could drop is low inventory. Low inventory means bigger chances of getting products out of stock but you can actually turn this to a conversion driver.
This post will give you some ideas on how to do that.
It’s exciting to think that the business is growing, but this also means that you need to hire more people to take part of roles needed to be filled with your expansion. It’s not that simple. As a business owner, you need to make sure you’re on top of everything. This post will guide you how to streamline your customer service team.
Live chat isn’t just for customer service. It could actually drive huge sales to your ecommerce site when done correctly. You just have to be careful and make sure you’re using the right approach.
It’s critical to make sure that business owners evaluate customer service vendors. The next question here is, what should be their basis?
In this post, you’ll learn key things to watch our for when trying to assess a vendor.