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  • Writer's pictureSusmita Asad

Outsource Customer Service Shopify

Updated: Feb 10, 2023


More than 4.1 million eCommerce stores are built in Shopify, according to BuiltWith Shopify usage statistics. The potential of sellers of Shopify has been growing since it started. The platform expects to see half a trillion dollars in total sales in 2023. Outsourcing customer service for Shopify stores increases shoppers’ satisfaction, and happy shoppers promote businesses.


outsource-customer-service-shopify




What is Shopify?


Shopify is an eCommerce platform that allows users to build online sales platforms in order to sell their items via a website or sales app. Shopify also adds value to eCommerce systems by including services such as online payment, shipping labels, discount coupons, and so on.


The modern web design features of Shopify enable users to experience multichannel sales support in a very cost-effective way.


Shopify Store Customer Service


One merchant may have multiple stores on Shopify. Shopify has done everything possible to make the platform simple for users to design and operate their stores. The problem that they face is managing the stores.


Customers reach out to the stores via various channels like email, chat, social media channels, direct calls, etc. The volume of customer queries increases as the sales grow high. If you do not answer your customers fast they may reach out to another vendor.


Thus, you must step up a well-functioning customer support service to get the best out of a Shopify store.


Types of Shopify Customer Service


According to Forbes, 74% of people tend to terminate businesses with poor customer experience. Shopify's eCommerce sectors typically operate in two sales segments: pre-sale and post-sale. Based on the sales operations, customer service has varied functions and responsibilities.


Types-of-shopify-customer-service

1. Shopify Pre-order Customer Support


Shopify presale features generate customer concern about the product. This feature works as a reservation system for the products. Some of the major advantages of pre-ordering are that the merchants get a clearer picture of the demand forecast, improve cash flow, and set better customer service arrangements.


Functions

  • Launching email campaigns to

  • Take pre-orders for the products offered

  • Answer queries from different channels

  • Assist customers through the payment systems

2. Shopify Post-sales Customer Support


Customers must have confidence in your company at all phases of product acquisition. A progressive seller's responsibility does not end with sales, but rather starts with them. You have to plan further for cross-selling, upselling, and maintaining long-term relationships with the customer.


They feel more valuable when they have post-sales support. Shopify's post-sale customer support aims to retain stronger customer relationships. They often wish to review the products or return them. Every business should prioritize post-sales support to stand out in the competitive market.


Functions

  • Generate customer reviews

  • Getting referral sales

  • Improve services based on the reviews received

  • Providing sales and service-oriented information

  • Assisting shipping, returns, and refunds


Why Do You Outsource Shopify Customer Service?


advantages-of-outsourcing-customer-service-shopify

1. Better Customer Engagement


Customer conversion follows customer engagement. However, building a loyal customer base is not a piece of cake. Customers have high expectations from the businesses they do business with. You must continuously improve their journey. Outsourcing Shopify customer service helps your customers engage more with your shop.


2. Multilingual Support


You have to design your customer support so that it can assist customers of any demographic. Especially for online platforms like Shopify, the customers get to make purchases from different parts of the world. You are able to provide support in different languages by outsourcing multilingual representatives.


3. Omni Channel Customer Service


Shopify offers four channels for communicating with customers. The options include live chat, direct calling, email, and social media connections. You can outsource all these services together to one outsourcing partner. Besides, customer service will be available 24 hours a day.


4. Fast Order Fulfillment


Outsource customer service Shopify reduces the buyer journey and fulfills orders quickly. Imagine a customer reaching out to learn more about your product, but you haven’t been able to reply due to other responsibilities. They will not complete the order.


When you outsource customer service, the customer will get their responses fast, make the order fast, and get it delivered fast.




 

How to Plan Customer Support for Shopify


Customer service shows the key differences among companies. If you want to create an exceptional customer service experience for your Shopify store, then you need a plan. We will discuss how to outsource customer support to Shopify to support your plans.


Establish Customer Service Goals.


Creating specific Shopify customer service goals will help you map out what success looks like for your Shopify store.


Start by identifying the areas within your customer experience that you’d like to improve upon—this could be anything from response time to product quality ratings or the number of customers in contact with your team throughout the year.


Once you have identified where you want to focus, create measurable goals that provide clear guidance on how to measure progress.


Create a Customer Service Structure and Processes


Once you have a plan and clear goals in place, it’s time to begin the process of building out a customer service structure that supports those objectives.


This might include creating policies for how frequently customers should be responded to or contact procedures for when customers have complaints or questions about orders.


It is also important to create processes to ensure that customer queries and requests are being addressed effectively and efficiently, as this will have a huge impact on boosting customer satisfaction and loyalty.


Contact an Outsourcing Partner


Outsourcing is the best option for Shopify since training in-house employees is very time-consuming.

Outsourced customer representatives, on the other hand, are trained with Shopify features as well as techniques for handling customer inquiries tactfully, professionally, and effectively.

Discuss all service goals with your outsourcing partner.


Monitor progress and identify issues quickly


Once your customer service Shopify plan is up and running, it’s essential to monitor progress. This helps you stay aware of any issues or frustrations that customers might experience when dealing with your store.


You can use various metrics such as surveys, customer feedback, and incident reports to continually assess the performance of your team and identify areas for improvement.


Additionally, setting Service Level Agreements (SLAs) allows you to measure their performance against clearly defined targets and expectations.




ASL BPO provides customer support services to eCommerce channels like Shopify. Our support teams are available through emails, direct calls, live chat support, and social media. Hire us to boost your Shopify sales with high-end customer service support.


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