A customer’s interaction with a brand does not end when they complete a transaction. A quality company knows the importance of providing continued eCommerce customer support so that any questions they have receive prompt answers as they put their new purchase to use. These buyers want to know that the business they purchased from still cares enough to support them. If people cannot get their answers quickly, they might return the product or develop a negative impression of the brand.
For businesses interested in building better relationships with their customers and providing this level of eCommerce customer support, Gorgias is the brand to turn to. Here is what eCommerce businesses like yours need to know about what Gorgias has to offer and the value of investing in quality customer support eCommerce software.
eBook
From Cost to Profit: eCommerce Customer Service
Understanding eCommerce Customer Service Challenges
After a purchase, customers still need support from brands. Customers may feel frustrated with a problem they have with the product. For example, something may have arrived broken, or they might have trouble figuring out how to use their new purchase. People may also have questions about their new product's potential uses.
When customers do not receive answers to their questions, it can impact their satisfaction and their likelihood to buy from your company again. Customer loyalty is critical for business growth. Encouraging existing customers to make additional purchases costs less and generally generates more revenue than new customers. Loyal customers also become more likely to recommend the brand to others.
The Role of AI Chatbots in eCommerce Customer Support
AI chatbots have become a powerful tool in the arsenal of businesses and eCommerce customer support software. AI chatbots can be programmed with information about customers and product information. For example, if the chatbot connects with the customer management platform, it can access information about customer purchases and communication history. The AI features allow the chatbot to interpret questions from users so that it can provide them with information about the product and provide basic support.
AI chatbots create a more robust customer support system. These bots are more efficient because they can handle a variety of requests at once. They also help answer routine questions so that the live support team can focus on the more complex questions. This makes handling customer needs during peak times more manageable.
These chatbots also do not need to sleep. If customers have questions in the middle of the night, the chatbot gives consistent answers and support around the clock.
Why Gorgias is the Best Choice for eCommerce Platforms
Gorgias brings together an AI platform built to maximize the customer relationship. That means it offers ample opportunities to improve customer support for eCommerce. With features like AI chatbot, it can immediately identify existing customers so that their unique needs can be met. Businesses will find that this platform makes support easier than ever before.
In addition to chatbot features, Gorgias also offers an improved ability to analyze and identify user intent. This can help brands interpret the inquiries they receive and find the best ways to nurture the relationship. You can also draft templates to help the AI answer common questions and concerns.
Gorgias offers features like multi-channel integration and seamless workflow management that make it straightforward for businesses to manage their relationships with their customers. With easy integration with platforms like BigCommerce and Shopify, brands can bring together all their customer information and provide better customer support.
Gorgias also easily scales for businesses as they grow. With an increased capacity to manage calls, you do not have to worry about your customers needing to wait.
eBook
Make More Money With eCommerce Customer Service
Benefits for Merchants Using Gorgias
With Gorgias, merchants immediately notice various benefits in their customer support processes. Customers who interact with the chatbots do not have to worry about waiting for answers to their questions. Since fewer customers have to speak directly with live agents, those who do have more complex questions can get their issues addressed faster. The improved response times boost customer satisfaction and improve the business’s ability to handle large volumes of calls and inquiries.
Businesses also appreciate that their customer support becomes more cost-effective when they can turn to AI to build their team. This allows them to handle more calls without having to invest heavily in more personnel.
Improve Your eCommerce Customer Support with Gorgias
Customer support is a critical component of brand growth. It builds your relationship with your customers, helping to build loyalty and satisfaction, all of which support your bottom line. Gorgias brings together powerful tools, including AI chatbots, to make it easier for businesses to improve their eCommerce customer support and engage their customers.
Interested in learning more about improving their customer support across eCommerce tools like BigCommerce and Shopify? Contact us Explore what Gorgias can do for your customer support experience with a complimentary eCommerce customer service audit.
