7 Effective Ways to Boost Your eCommerce Business with Helpdesk

The eCommerce business is all about customers. The better the customer experiences you offer, the more your business flourishes. When you talk about that your customer service and support is of key importance. In fact, customer service is ranked the #1 factor in building the trust of the customers in a company.

As your customers order from your business, they may need support and assistance from your side and providing them with a proper helpdesk at this time goes a long way in boosting your eCommerce business.

Let us explore more through this article how exactly a help desk will boost your eCommerce business phenomenally.

What is eCommerce Help Desk Software?

An eCommerce help desk software is a program used by customer support individuals and executives in the e-commerce help desk service to streamline all the support requests so that they can effectively and timely respond to customer queries, questions, and problems.

Why Does Your eCommerce Business Need a Help Desk?

Customer support is crucial to retaining customers and earning their loyalty in the eCommerce business. There are multiple reasons that a help desk is essential for an eCommerce business.

1. Customer Retention

Customers not having a proper line of communication to resolve their queries and questions is the easiest way to lose them. Statistics reveal that 66% of customers terminate their relationship with a company due to poor customer service.

With a help desk, you will be constantly available to respond to customer queries and that will help retain customers while earning their loyalty.

2. Easier Multichannel Support

When you’re running an eCommerce business, you use multiple channels to offer support to your customers. However, it can get very difficult to toggle between all these channels and keep the response process smooth and timely.

With help desk software, you can streamline and integrate all support channels together and manage them from a single software making the entire process smoother and more convenient.

3. Accountability for Support Responses

In most support systems there is no way to identify who gave a particular support response. However, eCommerce help desk software is designed to hold that accountability.

You can easily know which support executive handled which support call or chat request and have clear accountability for the responses being given.

4. Proper Records of the Support Extended

It is essential to keep clear and proper records of the support extended by the support executives to the customers to have future reference and keep processes transparent. With help desk software all the data of the support being given to customers is clearly recorded and you can access the same at any time.

5. Data Usage for Decision Making

Insight-driven businesses will steal $1.2 trillion from their less informed competitors. This clearly explains that usage of data and insights is essential in important business decisions.

Help desk software has analytics integrated in them and you can use the data in there to analyze and get insights on different data and metrics such as the busiest times of the day, types of problems coming into support, how soon problems are resolved, and other customer behavior, etc.

All this data and insights help make future business decisions for running marketing campaigns and growing the business for higher revenues and profits**.**

7 Ways a Helpdesk Software can Boost Your eCommerce Business Revenue

Exploring the need of help desk software for your eCommerce business, it’s pretty clear that it offers more benefits than you can imagine. eCommerce help desk software is elemental in boosting your eCommerce business revenue. How? Well, find out in the points discussed below.

1. Increased Customer Satisfaction

eCommerce help desk software helps you resolve the queries and problems of customers from different channels over a single platform and in a timely manner. When the customers are better served, they will leave your platform happy and satisfied and will want to come back to you as well.

In fact, 80% of the customers feel emotionally more connected to a brand upon good customer service.

So, you’re able to deliver customer satisfaction while also garnering customer loyalty which is essential for business growth and revenue.

2. Improved Products

When you constantly interact with your customers, you can use their feedback to understand the market needs and customer behavior. In fact, 80% of companies use customer satisfaction scores to analyze their experience and improve it through new products and services.

Even you can use such insights to create future product and marketing strategies and come up with improved products that will immediately sell in the market thereby increasing your revenue.

3. Self-Service Resources for Customers

Most of the time the customer queries and issues are almost the same and those frequently asked questions may be what hinder your sales and profitability.

If you add a resource or answer on a separate self-service help desk in your help desk software system, the customers can find the answers themselves and help themselves complete their transaction thereby ensuring that your carts are not abandoned.

4. Faster Customer Service Response

68% of the customers say that they are more satisfied with a brand when they receive proactive customer service notifications.

eCommerce helps desk service and software align multichannel eCommerce support systems in your organization together and you can quickly look through the calls and chat requests and a support agent can immediately offer assistance.

So, the customers don’t have to wait for their queries to be answered. Fast responses lead to good experience which leads to more sales and increased revenue.

5. Give Priority to The Help Desk Requests

A help desk software shows all the help desk requests on a single dashboard and with a clear view of all the requests you can streamline and prioritize them, answering the most important, revenue-generating requests first and leaving the others to be solved after the most important requests are dealt with.

6. Helps with Decision Making

Help desk software gives you essential data along with necessary insights into market trends and customer behavior. This is helpful in making important business decisions as regards new products, marketing strategies, and overall business goals and objectives. With the better decision, you can achieve higher success and that ultimately means more revenue for the business.

7. Increased Customer Retention

Increased customer retention is the biggest benefit of having a help desk service for your eCommerce business. Customers are your biggest assets and the more you retain them the more your revenues.

With a help desk service, you can always pay heed to your customer’s needs and demands which will keep their experiences fulfilled and they will always be satisfied with your brand, and happy to keep coming back and purchasing from you.

Best Help Desk Software to Boost Your eCommerce Business

Help desk software is a cornerstone in bringing more revenue to your eCommerce business. But what help desk software must you use? Well, here are three of the best options available on the internet.

1. HubSpot Service Hub

With features like conversational tools, helpdesk automation, knowledge base, customer feedback, live chat, and reporting, HubSpot Service Hub is one of the best eCommerce help desk software efficient enough to offer excellent customer support and retain customers by delivering a high level of customer satisfaction.

2. Zendesk

Zendesk calls itself as the champion of customer service and it indeed is with the most established customer support system having features like a ticketing system, call recording, reporting, ticket tracking, analytics, and other integrations that are helpful in delivering good customer services to satisfy the customers.

3. HelpScout

HelpScout is an automated eCommerce helpdesk software that has features like open conversation history, internally share conversations, automated answers through FAQs, etc. All these features make support easier and faster and keep the customers more satisfied thus retaining them and growing your eCommerce business revenue.

Are You Ready to Grow Your eCommerce Business?

Growing your eCommerce business could be a challenge, however, help desk software can help a lot in boosting revenue. It helps retain customers and keeps them satisfied and you also have a space to store your resources and data.

Given all these benefits, you must definitely have help desk software so that you can boost your business revenue and achieve growth.