When you’re running a business on Shopify, customer service has to take center stage if you want to build a robust and loyal customer base. After all, your customers’ journey does not end with hitting the checkout button.
In fact, building a strong relationship with your clients after they’ve made a purchase will keep them coming back. This isn’t only great for your sales ledger, but also great for your branding and marketing efforts.
In this blog, we will be talking about outsourcing customer service tasks and how it can help you build a better brand for your customers. Let’s get started!
Why do you need Shopify customer service support?
Customer service isn’t just about answering questions or pacifying agitated customers. At its core, it is providing value and improving your customers’ experience with your brand. It provides an open and direct line between you and your customers. This, in turn, can help you improve your future customers’ shopping experience and provide insight on how you can scale up your business.
In particular, Shopify customer service serves as the backbone of your business. Your customers rely on you to answer their questions, address their concerns, and quell any uncertainty about your product and even about your niche.
It is an excellent way for you to separate yourself from the competition. By providing reliable Shopify customer service, your customers have the potential to turn into brand ambassadors who can expand your reach.
Customer service is one of the pillars of a successful Shopify store. In fact, over the years, this aspect of running a business has grown into a niche area and specific task that requires specialized training, tools, and expertise.
For bigger businesses, this means dedicating internal resources to provide the best possible customer service experience to clients. However, not all business owners have the scale or manpower to do this. The good news is there are experts out there who can help you create an outstanding customer service experience no matter how big or small your business is.
Freelancers can help you solve the root cause of issues. They can help bring to the surface any hidden problems by revealing unprompted feedback. By solving the root cause of a problem, you are able to improve the overall experience for both your new and existing customers.
A Shopify customer service freelancer can help you create a system to track issues that come up more than once and then create actionable and long-term solutions.
A Shopify customer service freelancer can also channel their expertise into encouraging valuable conversations with customers.
From these meaningful conversations, you can gather unexpected insight from your customers. Customers turn to you to learn more about the product they’ve purchased. Sometimes, however, their questions can turn into a learning opportunity. They can provide constructive feedback that can shape your business into a better version of itself.
Customer support should be at the crux of every Shopify business. It is a crucial aspect of your customers’ shopping experience. It also ensures that they are satisfied from the moment they receive your product in the mail, through the first time they use it, and up to their next order.
To get repeat sales and to boost customer satisfaction, there are a handful of Shopify customer service tasks you need to think about every day. However, very few business owners have the time to handle all these tasks alone, nor do they always have the experience or expertise for it.
The great news is that if you run a business in Shopify, customer service is a breeze when you outsource it. Here are some of the tasks freelancers can help you with on your quest to improve customer satisfaction:
Selling your products on an e-commerce platform opens up an avenue for customers to leave a comment on your store about their experience. Getting positive reviews is always great since it is proof that your products and services satisfy your customers.
However, you will inevitably get negative comments from people who have had a less than stellar experience with your brand. A customer service specialist understands that this is okay because your brand can’t always please everybody. They can help you respond to undesirable comments or reviews effectively and even turn the tables around in your favor. They can address the situation head on and provide a win-win solution for both your brand and for the customer.
Some of your customers may want to request for refunds, cancel their orders, or return products now and again. Handling these tasks can be tedious, repetitive, time-consuming, and can be a burden especially if you already have a lot of tasks on your plate on a daily basis.
A Shopify customer service specialist is the perfect person to delegate this to. They are faster and better at handling requests like these since they have access to the right tools and understand the proper strategies to perform this task.
As they communicate with your customers and process their requests promptly, two things can happen: First, you are able to turn an otherwise irate customer into a satisfied one. Second, you can keep track of your finances without lifting a finger.
Ask any business owner and they’ll tell you that that email takes so much of their time day in and day out. Every day, you get hundreds of emails both personal and business-related and often, browsing through your inbox and responding to every single one of them can take precious time away from your doing actual productive work.
When you are bombarded with emails, it can be difficult to gauge which ones are the most important. You can run the risk of missing an important email from your customers and incurring potential damage to your brand.
By separating your business email from your personal email and having a freelancer take care of email support for your store, you will not only be able to free up valuable time every day, but you will also never again miss an important email.
A Shopify customer service freelancer who specializes in email correspondence can efficiently answer a number of email queries related to your services, billing, products, and the like. You can also be assured that your emails will be answered quickly and accurately. This again ensures better customer satisfaction and more sales.
One important aspect of Shopify customer service is live chat support. Customers appreciate being able to talk to a living human being rather than an AI when they have questions. It makes them feel more appreciated and they are more likely to purchase and re-purchase your product because of this enhanced shopping experience.
Live chat facilitates communication between you and the customers who have questions or concerns about your products or services. Moreover, it can be a tool that helps you increase conversions and profits down the line.
A customer service freelancer can help you with this aspect of customer support and ensure that there are fewer abandoned carts. Most visitors are likely to leave your store without hitting the checkout button when they are confused. With live chat available, they can get their concerns answered immediately so they don’t just leave and find a different store.
Live chat support experts can also help you increase order sizes. They can help convert bulk orders and big-ticket items more effectively since they understand that some customers need a bit of coaxing to push through with a sizeable purchase.
Furthermore, live chat support freelancers can help you maintain round-the-clock coverage. A lot of online shopping happens in the wee hours. Having someone to respond to queries after regular business hours can help you reel in more sales than if you let customers wait to have their queries answered.
More often than not, your customers have an online presence through social media. This means they are likely to expect or at least prefer that your brand give customer support through these channels in addition to your own website or the marketplaces you list on. With the help of a social media support specialist, your brand can perform a handful of tasks including but not limited to:
A social media support freelancer can help you engage directly with your customers. By nature, these social platforms let you ask questions and receive responses quickly. A specialist can respond sympathetically to customer concerns and resolve issues in a timely manner. This is especially helpful when you’re thinking about providing 24/7 support to your customers.
They can also help track trends and insights about your brand while also generating customer feedback. A freelancer can help you run analytics, identify issues, and formulate a clear strategy based on data insights gathered from social media.
Despite advances in people’s access to communications technology, some of your customers will always prefer phone support. For a lot of people, it is still a better option than sending an email, posting on social media, or talking through live chat.
A freelancer specializing in call support will be able to help you build rapport with your customers. In the long run, this also helps in closing sales. They can also help you get to know your customers and learn their likes and dislikes effectively. Together with these, they can also help build trust. This is because being able to talk to a living human being over the phone reassures customers. It gives them the impression that they are buying from a genuine, reliable seller.
A phone call is still the fastest way to answer the queries and quell the doubts of your customers. Through calls, a Shopify customer service specialist can help resolve your customers’ issues and enhance customer satisfaction.
Furthermore, phone calls are an excellent way to incorporate customer feedback into your overall strategy. A freelancer can help you collect feedback over phone interactions. These insights can be used to identify areas of improvement to your product and services.
Lastly, customer service specialists can also help you with cross-selling and up-selling. An experienced representative can persuade customers to make an additional or next-level purchase.
If you’re wondering where you can find reliable freelancers to help you with your Shopify customer service goals, look no further than the FreeUp freelancer marketplace. On this platform, you can find pre-vetted customer service experts to help you out. They are equipped with the skills, expertise, and experience to take your customer support to the next level.
At FreeeUp, you can find topnotch freelancers and boutique agencies. They have A+ communication, empathic, and are attentive. This allows them to resolve any issues lodged by your customers in a timely and professional manner.
All you need to do is to create a free account on the FreeUp website. You will immediately gain access to the marketplace. Simply submit a request for a customer service freelancer or agency. You can choose from basic, mid-level, and expert level freelancers to suit your budget and your needs.
You will meet a pre-vetted option, usually within one business day. From there, you can hire and start working on your customer support goals right away.
FreeUp also lets you manage aspect all hours, billing, and future requests from your own account. What’s more, you can also get access to a wide range of educational materials on the platform. If you’re looking for more information about how you can take your Shopify store to even greater heights, you can listen to the weekly Outsourcing and Scaling podcast.
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