Empowered agents from ecommerce Support go the extra mile and become an essential marketing tool for online stores.
In 2021 online shopping experience is gaining incredible momentum. To adapt to the rapidly changing eCommerce landscape, brands try to turn their ecommerce customer service to a differentiating advantage.
To serve this need, WiserBrand introduced a one-of-a-kind tiered Support Center. It is explicitly designed to suit ecommerce needs and can cover all customers’ needs from order to delivery.
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“Gone are the days when online store customers received a canned reply to their email and got queued. We focus first contact resolution in our eCommerce customer support center,” this is how Kirill Yakhvan – Head of the customer relationships at WiserBrand, describes their approach to the working process. Businesses who turned to WiserBrand to outsource Customer Care services prove the point.
Thus, over the last year, WiserBrand has reinvented Customer Care for an online furniture merchant. Now, all returns, billings, data verification, delivery issues, and complaints don’t get stuck waiting for a supervisor’s review. A new decision-making and delegation plan was adopted in the Support Center.
Three are several dedicated teams headed by Team leads who are consistent in their decisions and empowered to resolve complicated cases. These are professionals capable of reaching the best possible performance across all support channels, including social networks.
At the same time, Support Coaches continually enhance the competencies of the staff through the development of their skill-sets and learning brand specifics. Quality assurance analysts review support conversations, suggest improvements if they spot a mistake, and monitor overall Support representatives’ performance.
Apart from that, this unique Support Center demonstrated its ability to scale on demand. A renowned online furniture shop that boosted its revenue due to cooperation with WiserBrand needed more support agents within a brief timeframe. WiserBrand employed and trained staff within a month.
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