Tips for creating a great customer support experience

The holidays are just around the corner, and for e-commerce businesses, that often translates to dramatically higher support volume for your team – which is expected to ramp up even further this holiday season due to Latest Mailing Database the impact of COVID. -19. The conversational support funnel can help you stay on top of your support, without increasing your overhead. Below, we share our favorite tips for proactively and automatically resolving queries at scale. These tips apply broadly to many different chat assist tools, but if you're an Intercom customer, they're actionable today and don't require any engineering work. The afternoon you spend customizing your automation today can unlock happier customers and saved hours for your teammates over the holiday season.

Well-designed chatbots allow you to provide quick answers 24/7 to questions your customers frequently ask – ones that might stop them from making a purchase. For example, studies have shown that shipping and delivery times influence 87% of buyers' purchasing decisions. Banners are a useful and unobtrusive way to highlight essential information to Latest Mailing Database know when your customers are browsing your site - such as deadlines for guaranteed delivery. By using a chatbot like Resolution Bot, you can instantly resolve questions about delivery options and remove any hesitation they have. Resolution Bot can even help speed up self-service by delivering relevant answers based on what customers type, before they even hit the enter key.

Holiday return policies and even COVID-19 precautions. your business - so your customers you don't have to contact your team or go digging for important information. You can also use banners to Latest Mailing Database communicate any known issues, again preventing your support team's inbox from filling up with the same questions again. By transparently informing your customers of issues - such as increased processing times or shipping delays - before they place their order, you can help them make more informed choices, manage their expectations and to avoid unnecessary confusion or frustration. A study of more than 18 million e-commerce sessions found that nearly 74% of American online shopping carts were abandoned last holiday season.