Shopify is one of the most popular e-commerce platforms out there, but running a shop on Shopify can be a lot of work. If you’re not careful, you can quickly get overwhelmed by customer service issues. But what you may not know is that outsourcing your Shopify customer service can be a great way to save time and money. Here are some of the top reasons why you should outsource your Shopify customer service.
Shopify Outsourcing Customer Service
Shopify provides vendors with a number of options for handling customer service on the platform. Shop owners can choose to use Shopify’s built-in customer service tools, or they can integrate third-party customer service tools into their shop.
Above all of this, Shopify offers a number of resources to help sellers improve their customer service, including a customer service blog and a customer service course.
Why Customer Service is a Critical Success Factor?
No matter what type of business you run, providing excellent customer service is always going to be one of the most important factors for success. Happy customers are repeat customers, and they’re also more likely to recommend your business to others.
Customer support is important for any e-commerce store as it provides a way for customers to get help with their orders, questions about products, and general assistance with using the store. Having a customer support service can help to build trust with customers and improve the overall experience of shopping in your store.
5 Customer Support Channels for your Shopify Store
You’ve created a fantastic Shopify store. It’s fast, efficient, and has a great design. The products you’re selling are top-notch, and your customers are happy. But what happens when they have a question or concern?
Excellent customer service is essential for any business, but especially for e-commerce stores. You need to be available to your customers at all times, and you need to provide them with a variety of ways to reach you. Here are five customer service channels you should consider for your Shopify store:
Call support
Most e-commerce stores have a customer support number that customers can call if faced with an issue. Customer service representatives can then help them with questions about their order, troubleshoot any issues they may be having, and even make changes to the order if needed.
Email support
Email support is a valuable tool for any e-commerce store. It allows customers to get help with their orders and provides the store with a way to track customer inquiries and complaints.
Email support can be provided by a wide range of methods. One way is to have a dedicated email address for customer service listed on the store’s website and in the store’s checkout process.
Another way to provide customer support email support is to use a ticketing system. This system allows customers to submit their questions and concerns through a form on the store’s website.
Live chat
Live chat support is becoming more common in e-commerce stores, and can be extremely helpful if your customers have a quick question or need help with something right away. Many stores also offer customer FAQs (frequently asked questions) sections on their website, which can also be a great resource for pre-sales support.
Social media
Social media has quickly become one of the most popular customer service channels for e-commerce stores. This is because social media allows customers to reach out to a store directly and receive a response fast.
But most importantly, social media provides customers with a platform to share their experiences and customer feedback with a store, which can help other customers make more informed decisions about their purchases. This gives e-commerce stores the ability to connect with their customers on a more personal level, which can help build a reputable brand image.
SMS Texts
SMS text messages can be a great customer service channel for e-commerce stores. They can be used to communicate with customers in real-time and help to resolve issues quickly and efficiently. SMS messages can also be used to provide updates on order status, shipping information, and more.
The Pros and Cons of Outsourcing Shopify Customer Service
One of the key decisions you’ll make when running a Shopify store is whether to outsource your customer service. It’s a tough call to make, as there are pros and cons to both options. Let’s weigh up the key arguments for and against outsourcing your Shopify customer service, to help you make the best decision for your business.
The Pros of Outsourcing Shopify Customer Service
Professionalism
When you outsource your Shopify customer service, you are able to provide a more professional and efficient service. This is because you are able to delegate the tasks of customer service to a team of experts who are better equipped to handle these types of inquiries.
Brand Messaging
If you outsource your Shopify customer service, you can ensure that your brand messaging is consistent and on point. You can also be sure that your customers will receive the best possible service, as you will have access to a team of experts who are familiar with your brand and your products. This will lead to a better overall customer experience for your shoppers, and will ultimately lead to improved sales and a stronger brand.
Focus
Outsourcing your Shopify customer service can lead to a better focus on the product. When you outsource your customer service, you can focus on other aspects of your business, such as developing and marketing your products. In addition, outsourcing your customer service can also lead to improved customer satisfaction levels, as you will be able to provide a more responsive and efficient service.
The Cons of Outsourcing Shopify Customer Service
Choosing the Right Team and Services
When you are outsourcing your Shopify customer service, it can be difficult to choose the right customer service staff. There are a lot of options out there, and it can be hard to know which one is the best fit for your business. It is important to take the time to research the different options and find the one that will provide the best service for your customers.
Lack of Quality Control
One of the main issues with outsourcing your Shopify customer service is the lack of quality control. When you outsource, you are relying on the company that you outsourced to provide quality customer service. However, there is no guarantee that the company will do a good job. There have been many reports of companies that outsourced their customer service and were not happy with the results.
When is it Time to Outsource your Customer Support?
It’s a question that many business owners ask themselves at some point: when is it time to outsource my customer support? The answer, of course, varies from business to business. But there are some general guidelines you can follow to help you make the decision.
You Want to Be More Competitive
In an increasingly competitive business environment, companies are looking for ways to save money and improve efficiency. One way to do this is to outsource customer service.
By outsourcing customer service, companies can save money on labor costs and increase efficiency by having access to a larger pool of customer service representatives.
In addition, outsourcing customer service can help companies to be more competitive by providing them with access to skilled customer service representatives who can provide quick responses to agitated customers.
You and Your Staff Are Overwhelmed
If you and your staff are feeling overwhelmed with carrying on the business, outsourcing your Shopify customer service can help alleviate the stress. By outsourcing, you can delegate customer service tasks to a professional customer service team who can handle them more efficiently, freeing up your time and energy so that you can focus on other aspects of your business.
It’s Holiday Season
If you are a Shopify merchant, you know that the holiday season is a busy time. There are so many orders to fulfill and potential customers to take care of. Outsourcing your Shopify customer service can be a huge help during this time.
Here are some ways that outsourcing your Shopify customer service can be helpful during the holiday season:
- You can focus on fulfilling orders and leave the customer service to someone else.
- Someone else can handle the influx of customer concerns and inquiries so you don’t have to.
- You can get help with managing your social media accounts and responding to comments and messages.
- You can have someone else handle all of the customer service tasks so you can focus on other aspects of your business.
Outsourcing your Shopify customer service can be a huge help during the holiday season. If you are feeling overwhelmed, consider outsourcing to help you manage the holiday rush.
How to Choose a Good Customer Service Provider?
Whatever the reason, outsourcing your Shopify customer service can be a great way to improve your customer service without breaking the bank. There are a few things to keep in mind when outsourcing, however. Here are a few tips:
1. Make sure you find a reputable company
There are a lot of fly-by-night customer service outsourcing companies out there. You don’t want to end up working with one of these. Do your research and make sure you find a company that has a good reputation.
2. Make sure you find a company that specializes in Shopify
Not all customer service outsourcing companies are created equal. Some may be better equipped to handle Shopify customer service than others.
3. Get a contract
This is important. Make sure you have a contract in place that outlines the scope of work and what you can expect from the company. This will protect you in case anything goes wrong.
4. Be clear about your customer support goals and expectations
What level of service do you expect? What hours do you need them to be available? What should they do if a problem arises?
5. Communicate with the company
Once you’ve outsourced your Shopify customer service, stay in communication with the company. This will help you ensure that they’re meeting your expectations and that everything is going smoothly.
Conclusion
If you’re looking for ways to save time and money on your Shopify store, outsourcing your customer service is a great option. With a quality outsourcing provider, you can get the help you need to keep your store running smoothly without having to worry about the extra work.
Contact us today to learn more about how we can help you outsource your Shopify customer service.
