E-Commerce Customer Service Consulting
We’ll help you steer the course to customer service success.
Excellent customer service starts with a customer centric strategy.
We’ll design a robust Customer Service Framework that empowers your customer support team to create raving fans who keep coming back.
Whether you’re dealing with a sea of customer complaints, a sinking online reputation or simply wanting to steer your business towards smoother sailing, we’ve seen it all before and we’re here to help.
Together we’ll build a customer-centric framework that delivers satisfaction, retention, loyalty, and profitability.
Strategy
Your journey to outstanding customer service begins with a strong strategy. We’ll work with you to define your customer service proposition and set goals that deliver your business objectives. From increasing average spend and customer satisfaction to reducing response times and churn, we’ll help you tie it all together into a world class e-commerce customer service approach.
Know your customers
The first step to delivering for your customers is understanding who they, what they want, and what you mean to them. Our consulting services include in-depth customer persona development, helping you tailor your support to meet the specific needs and preferences of your audience. Once you’re in tune, you’ll build stronger connections and foster loyalty.
Planning
Planning is the foundation that great customer service is built on. We’ll help you develop a detailed plan that prepares you for all outcomes, covering everything from optimising your support channels to training your crew, to customer communication and crisis management. Our strategic approach ensures your customer service is always on course, no matter the conditions.
Customer Support
Even with all the planning in the world, it still comes down to the doing. We’ll assist you in distributing the workload across your team, ensuring that every customer inquiry is handled promptly and professionally. Whether you need to streamline your processes or outsource specific tasks, we’ll help you keep everything shipshape.
Monitor, Review, Adjust
Your customers’ needs are always changing, and there’s always a better way of doing things. Our ongoing support includes monitoring your customer service performance and making data-driven adjustments to keep you on the right course. With our expert guidance, you’ll be equipped to deal with any challenges that arise and ensure delighted customers at every turn.
Embark on Your Journey Today
Exceptional e-commerce customer service turns customers who were leaving you into your biggest advocates, and is the best way to ensure sustainable commercial success. Let’s steer your business towards smoother waters and turn your customers into raving fans.